PolyU Study Finds Acculturation Determines Consumer Responses to Service Failures

PolyU's School of Hotel and Tourism Management | May 19, 2015

19 May 2015 - Chinese American consumers react differently to service failures depending on the extent to which they have integrated into American culture, suggest Dr Karin Weber and Professor Cathy Hsu of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-author. In a recently published research paper, they report the results of a study that considered the reactions of Chinese Americans with different levels of acculturation to customer service failure. As measured by the need to maintain "face", the extent of customer satisfaction with the service experience and repeat purchase intention...