The effects of acculturation, social distinctiveness, and social presence in a service failure situation

Karin Weber, Beverley Sparks, Cathy Hui-chun Hsu

Research output: Journal article publicationJournal articleAcademic researchpeer-review

12 Citations (Scopus)


Going beyond the traditional East/West consumer differentiation in studying service failure, this article examined the effect of acculturation, both independently and together with social distinctiveness and social presence, on the perceptions and behavioral responses of Chinese-Australian consumers. The research employed a 3 × 2 × 2 between-subject experimental design in which data were collected from 224 Chinese-Australians. Results showed that the different acculturation levels of these consumers did not affect their perceptions and behavior in a service failure situation. Instead, where and with whom a service failure was experienced had pronounced effects on consumer behavior depending on the extent to which the consumers acculturated to the culture of their host country. Implications of these findings and directions for future research are also discussed.
Original languageEnglish
Pages (from-to)44-55
Number of pages12
JournalInternational Journal of Hospitality Management
Publication statusPublished - 1 Jul 2016


  • Acculturation
  • Chinese consumers
  • Service failure
  • Social presence

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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