Effects of Gender, Occupational Stereotyping, and Culture on Perceived Service Quality in Anglo-Saxon and Middle Eastern Cultures

Pinar, Musa; Wilder, Coleen; Shaltoni, Abdel Monim; Stuck, James M.

doi:10.1080/15332969.2017.1289786

Cited by 11 publications

(18 citation statements)

References 30 publications

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“…Males and females have different paths in data processing and in evaluating their services. Females are more likely than males to have negative evaluations of services, since females consider more value for negative information (Emami & Naderi, 2018;Pinar et al, 2017).…”

Section: The Effect Of Gender On Cpbmentioning

confidence: 99%

How gender and age can affect consumer purchase behavior? Evidence from A microeconomic perspective from Hungary

Fekete-Farkas¹,

Gholampour²,

Bouzari³

et al. 2021

AD-minister

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The present study aimed to investigate the effect of demographic variables of gender and age on online consumer purchase behavior (CPB) on Facebook in Hungary. The statistical population of the present study consists of Facebook users in Hungary, including Hungarian natives, foreigners residing in this country including students. A sample of 433 online consumers in different age groups was surveyed. The questionnaire was shared via an online link on the Facebook platform and also on various channels. Welch’s t-test was used to examine the gender variable, and Welch and Brown-Forsythe test was used to examine the age variable. The results showed that there was a significant difference between CPB in all age groups and the age group of over 50 years on Facebook. This important result emphasized the importance and impact of social networks as marketing channels on young people. Another important point was the difference between the purchase behaviors of male and female consumers. The results from this research can have implications for businesses in developing their competitive advantages and adopting proper approaches in advertising and marketing campaigns based on the socio-demographic characteristics of people.

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Section: The Effect Of Gender On Cpbmentioning

confidence: 99%

How gender and age can affect consumer purchase behavior? Evidence from A microeconomic perspective from Hungary

Fekete-Farkas¹,

Gholampour²,

Bouzari³

et al. 2021

AD-minister

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“…The failure of service arises also due to misalignment of the service recovery process by the service providers and customer perceptions of services recovery is based on cultural differences (Wongrukmit and Thawesaengskulthai, 2014;Pinar et al, 2017). Furthermore, in a study conducted in China, Gayatri et al (2011) specified that culture as well as religion both play a significant role in service quality evaluation.…”

Section: Introductionmentioning

confidence: 99%

Do social networking platforms promote service quality and purchase intention of customers of service-providing organizations?

Naeem

2019

JMD

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Purpose Customers are interested in finding service recommendations, reviews and word of mouth using social networking platforms. These service reviews are useful for enhancing service quality, level of information and engagement, and purchase intention of customers. The purpose of this paper is to uncover which social networking platform is more useful for the exchange of service reviews and how organizations are improving purchase intention as well as service quality in the light of customer’s reviews/experiences. Design/methodology/approach The study is exploratory in nature because it aims to understand the use of social networking platforms for enhancing service quality and the purchase intention of customers using a purposive sampling technique. To meet the objective of this study, non-directive and semi-structured interviews have been conducted with customers and marketing teams in the banking sector and internet service providers. Findings The results show that social networking websites are helpful in fostering responsiveness, awareness, assurance, reliability and empathy. However, respondents revealed serious concerns regarding the privacy of personal and financial information especially in the context of the banking sector. It has been found that official Facebook pages of service-providing organizations, open and closed local community Facebook groups, sponsored ads and promotional advertisements on Facebook, WhatsApp groups and YouTube video comments are more frequently used to exchange service reviews (i.e. influence the process of purchase decision) among friends, friends of friends, family members and the general public. The selected customers and market team respondents revealed that local community Facebook groups (i.e. open groups and closed groups) have gained prime importance for enhancing service quality and purchase decisions. Practical implications The effective and well-organized use of social networking platforms can foster service reviews, word of mouth, level of service awareness, interactive communication, intention to purchase, social influence, social trust and services quality. Furthermore, online social networking platforms require a lower level of advertisement costs and offer huge amounts of information, discussions, enquires, service stories, word of mouth, transactions and interactions of consumers. Originality/value The present study is exploratory in nature because it selects an under-researched issue regarding the use of social networking applications to enhance levels of purchase intention and service quality. There is limited literature which has combined the multiple constructs in a single study (i.e. social media platforms, cross-platform platforms, service quality and purchase intention of consumers). Most of the previous studies are dependent on various dimensions of service quality (i.e. “reliability, responsiveness, assurance, empath and tangibles”). However, the present study extracted that respondents have given more preferences of services awareness and privacy compared to traditional elements of service quality.

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“…Imhoff et al, 2018). Occupations are, therefore, relevant social categories upon which people base their assessment of frontline employees (Gunia and Levine, 2019;Pinar et al, 2017), and they can also serve as managerially actionable categories of frontline employees.…”

Section: Conceptual Background and Hypothesesmentioning

confidence: 99%

How industry and occupational stereotypes shape consumers' trust, value and loyalty judgments concerning service brands

Gidaković

Žabkar

2021

JOSM

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PurposeLongitudinal studies have shown that consumer satisfaction has increased over the last 15 years, whereas trust and loyalty have decreased during the same period. This finding contradicts the trust–value–loyalty model (TVLM), which posits that higher satisfaction increases consumers' trust, value and loyalty levels. To explain this counterintuitive trend, this study draws on models of trust formation to integrate the stereotype content model and the TVLM. It argues that consumers' occupational and industry stereotypes influence their trust, value and loyalty judgments through their trusting beliefs regarding frontline employees and management practices/policies.Design/methodology/approachThe study was conducted among 476 consumers who were randomly assigned to one of five service industries (apparel retail, airlines, hotels, health insurance or telecommunications services) and asked to rate their current service provider from that industry.FindingsThe results suggest that both occupational and industry stereotypes influence consumers' trusting beliefs and trust judgments, although only the effects of industry stereotypes are transferred to consumers' loyalty judgments.Research limitations/implicationsThe results of the study indicate that industry stereotypes have become increasingly negative over the last decades, which has a dampening effect on the positive effects of satisfaction.Practical implicationsThis study provides guidelines for practitioners regarding the management of frontline employees and the development of consumer trust, value and loyalty.Originality/valueThis is the first study to propose and test an explanation for the counterintuitive trend concerning customer satisfaction, trust and loyalty. It is also the first to examine the roles of multiple stereotypes in the relationship between consumers and service providers.

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Effects of Gender, Occupational Stereotyping, and Culture on Perceived Service Quality in Anglo-Saxon and Middle Eastern Cultures

Cited by 11 publications

References 30 publications

How gender and age can affect consumer purchase behavior? Evidence from A microeconomic perspective from Hungary

How gender and age can affect consumer purchase behavior? Evidence from A microeconomic perspective from Hungary

Do social networking platforms promote service quality and purchase intention of customers of service-providing organizations?

How industry and occupational stereotypes shape consumers' trust, value and loyalty judgments concerning service brands

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