Consumer Responses to High Service Attentiveness: A Cross-Cultural Examination
Abstract
Although the literature generally indicates that service attentiveness can increase consumer satisfaction, providing extra care and attention in service encounters may backfire and lead to negative consumer outcomes. In addition, because of cross-cultural differences, the effects of high service attentiveness may vary across international markets. The authors conduct a qualitative study, a field experiment, and two laboratory experiments in...
Paper Details
Title
Consumer Responses to High Service Attentiveness: A Cross-Cultural Examination
Published Date
Jan 18, 2019
Volume
27
Issue
1
Pages
56 - 73
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