Proactive service recovery performance in emerging (vs. developed) market-based firms: the role of clients’ cultural orientation

References • Adams, J. (1965). Inequity in social exchange. In: Berkowitz, L. (Ed.), Advances in Experimental Social Psychology. • Baliga, A., Chawla, V., Sunder, V., Ganesh, L. & Sivakumaran, B. (2020). Service failure and recovery in B2B markets: A morphological analysis. Journal of Business Research, 131(Jul), 763-781. • Britannica.(2022). Economy of Denmark. https://www.britannica.com/place/Denmark/Economy. • Borah, S., Prakhya, S., & Sharma, A. (2019). Leveraging service recovery strategies to reduce customer churn in an emerging market. Journal of the Academy of Marketing Science, 48, 848-868. • Bouazzaoui, M., Wu, H., Roehrich, J., Squire, B., & Roath, A. (2020). Justice in inter-organizational relationships: A literature review and future research agenda. Industrial Marketing Management, 87(May), 128-137. • Casidy, R., Duhachek, A., Singh, V., & Tamaddoni A. (2021). Religious belief, religious priming, and negative word of mouth. Journal of Marketing Research, 58(4), 762-781. • Chi, C., Wen, B., & Ouyang, Z. (2020). Developing relationship quality in economy hotels: The role of perceived justice, service quality, and commercial friendship. Journal of Hospitality Marketing & Management, 29(8), 1027-1051. • Doney, P. & Cannon, J. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61(2), 35-51. • Döscher, K. (2013). Recovery Management: Conceptual Dimensions, Relational Consequences and Financial Contributions. Ingolstadt, Germany: Springer. • Duffy, R., Fearne, A., Hornibrook, S., & Hutchinson, K. (2013). Engaging suppliers in CRM: The role of justice in buyer–supplier relationships. International Journal of Information Management, 33(1), 20-27. • Fillieri, R. & Mariani, M. (2021). The role of cultural value in consumers’ evaluation of online review helpfulness: A big data approach. International Marketing Review, 38(6), 1267-1288. • Fornell, C. & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. • Giovanis, A., Athanasopoulou, P., & Tsoukatos, E. (2015). The role of service fairness in the service quality-relationship quality-customer loyalty chain: An empirical study. Journal of Service Theory and Practice, 25(6), 744-776. • Guchait, P., Han, R., Wang, X., Abbott, J., & Liu, Y. (2019). Examining stealing thunder as a new service recovery strategy: Impact on customer loyalty. International Journal of Contemporary Hospitality Management, 31(2), 931-952. • Guo, L., Hu, X., Lu, J. and Ma, L. (2021). Effects of customer trust on engagement in live streaming commerce: mediating role of swift guanxi. Internet Research, 31(5), 1718-1744. • Harper, A. & Mustafee, N. (2019). Proactive service recovery in emergency departments: A hybrid modelling approach using forecasting and real-time simulation. Proceedings of 2019 ACM SIGSIM Conference on Principles of Advanced Discrete Simulation, 201-204, https://doi.org/10.1145/3316480.3322892. • Heydari, A., Laroche, M., Paulin, M., and Richard, M. (2021). Hofstede’s individual-level indulgence dimension: Scale development and validation. Journal of Retailing and Consumer Services, 62(Sep), 102640. • Hofstede, G. (1980). Culture’s Consequences: International Differences in Work-related Values, Sage. • Hofstede, G. (1991). Cultures and Organizations: Software of the Mind, McGraw-Hill. • Hofstede, G. (2015). The Hofstede Centre: Strategy, Culture, Change. • Hofstede, G. & Hofstede, G. (2005). Cultures and Organizations: Software of the Mind, McGraw-Hill. • Hofstede Insights (2021). Country comparison: Denmark vs. Iran. https://www.hofstede-insights.com/country-comparison/denmark,iran/. • Hogreve, J., Bilstein, N., & Mandl, L. (2017). Unveiling the recovery time zone of tolerance: When time matters in service recovery. Journal of the Academy of Marketing Science, 45, 866-883. • Hollebeek, L. (2018). Individual-level cultural consumer engagement styles: Conceptualization, propositions, and implications. International Marketing Review, 35, 42-71. • Hollebeek, L. (2019). Developing business customer engagement through social media engagement-platforms: An integrative S-D logic/RBV-informed model. Industrial Marketing Management, 81(Aug), 89-98. • Hollebeek, L. and Macky, K. (2019). Digital content marketing’s role in fostering consumer engagement, trust, and value: Framework, fundamental propositions, and implications. Journal of Interactive Marketing, 45(1), 27-41. • Hoppner, J., Griffith, D., & Yeo, C. (2014). The intertwined relationships of power, justice and dependence,” European Journal of Marketing, 48(9/10), 1690-1708. • Horváth, C., Adigüzel., F., & Herk, H. V. (2013). Cultural aspects of compulsive buying in emerging and developed economies: A cross-cultural study in compulsive buying. Organizations and Markets in Emerging Economies, 4(8), 8-24. • Koc, E. (2017). Service failures and recovery in tourism and hospitality: A practical manual. European Journal of Tourism Research, 21, 158-160. • Kotabe, M., Dubinsky, A., & Lim, C. (1992). Perceptions of organizational fairness: A cross-national perspective. International Marketing Review, 9(2), 41. • Kotler, P. (1994). Marketing Management, Prentice-Hall. • Luo, A., Guchait, P., Lee, L., & Madera, J. (2019). Transformational leadership and service recovery performance. International Journal of Hospitality Management, 77(Jan), 31-39. • Lowe, S. & Rod, M. (2020). Understanding culture as a dynamic holarchic duality. Industrial Marketing Management, 91(Nov), 82-91. • Malhotra, N. & Birks, D. (2012). Marketing Research, Winchester Business School. • Mattila, A. & Patterson, P. (2004). Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research, 6(4), 336-346. • McCollough, M., Berry, L., & Yadav, M. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121-137. • Mohan, M., Nyadzayo, M., and Casidy, R. (2021). Customer identification: The missing link between relationship quality and supplier performance. Industrial Marketing Management, 97(Aug), 220-232. • Monga, A. & Roedder John, D. (2007). Cultural differences in brand extension evaluation: The influence of analytic versus holistic thinking. Journal of Consumer Research, 33(4), 529-536. • Morgan, R. & Hunt, S. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38. • Oflaç, B., Sullivan, U., & Aslan, Z. (2021). Examining the impact of locus and justice perception on B2B service recovery. Journal of Business and Industrial Marketing, 36(8), 1403-1414. • Ozen, H. & Kodaz, N. (2012). Utilitarian or Hedonic? A Cross Cultural Study in Online Shopping. Organizations and Markets in Emerging Economies, 3(6), 80-90. • Park, H., Han, K., & Yoon, W. (2018). The impact of cultural distance on the performance of foreign subsidiaries: evidence from the korean market. Organizations and Markets in Emerging Economies, 9(1), 123-134. • Patterson, P., Cowley, E., & Prasongsukarn, K. (2006). Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice. International Journal of Research in Marketing, 23(3), 263-277. • Qin, C., Remburuth, P., & Wang, Y. (2011). A conceptual model of cultural distance, MNC subsidiary roles, and knowledge transfer in china-based subsidiaries. Organizations and Markets in Emerging Economies, 2(4), 8-27. • Rather, R., Tehseen, S., Hassan, M., and Parrey, S. (2021). Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector. In: Dixit, S., Lee, K., and Loo, P. (Eds.), Consumer Behavior in Hospitality and Tourism, London: Routledge. • Rinuastuti, H., Hadiwidjojo, D., Rohman, F., & Khusniyah, N. (2014). Measuring Hofstede’s five cultural dimensions at individual level and its application to researchers in tourists’ behaviors. International Business Research, 7(12), 143-152. • Roy, S., Gruner, R., & Guo, J. (2020). Exploring customer experience, commitment, and engagement behaviors. Journal of Strategic Marketing, DOI: https://doi.org/10.1080/0965254X.2019.1642937. • Serkland (2021). Iran is not a frontier market, it is an emerging market in waiting. https://www.serklandinvest.com/insights/2021/10/14/is-iran-a-frontier-or-emerging-market. • Silva, G., Coelho, F., Lages, C., & Reis, M. (2020). Employee adaptive and proactive service recovery: A configurational perspective. European Journal of Marketing, 54(7), 1581-1607. • Skudiene, V., McCorkle, Y. L., McCorkle, D., & Blagoveščenskij, D. (2021). The quality of relationship with stakeholders, performance risk and competitive advantage in the hotel, restaurant and café market. Organizations and Markets in Emerging Economies, 12(23), 198-221. • Smith, A., Bolton, R., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356-372. • Tower, A., Hewett, K., & Fenik, A. (2019). The role of cultural distance across quantiles of international joint venture longevity. Journal of International Marketing, 27(4), 3-21. • Triandis, H. (1995). Individualism and Collectivism, Boulder, CO: Westview-Press. • Trompenaars, F. & Hampden-Turner, C. (1998). Riding the Waves of Culture: Understanding Cultural Diversity in Global Business, McGraw-Hill. • Ulaga, W. & Eggert, A. (2006). Relationship value and relationship quality: Broadening the nomological network of business-to-business relationships. European Journal of Marketing, 40, 311-327. • Williams, D., Crittenden, V., & Henley, A. (2022). Third-party procedural justice perceptions: The mediating effect on the relationship between eWOM and likelihood to purchase. Journal of Marketing Theory & Practice, 30(1), 86-107. • Yani-de-Soriano, M., Hanel, P., Vazquez-Carrasco, R., Cambra-Fierro, J., & Centeno, E. (2019). Investigating the role of customers’ perceptions of employee effort and justice in service recovery: A cross-cultural perspective. European Journal of Marketing, 53(4), 708-732. • Ye, H. & Luo, Y. (2016). Research on the impact of service failure severity on customer service failure attribution in network shopping. WHICEB2016 Proceedings, 12. • Yoo, B., Donthu, N., & Lenartowicz, T. (2011). Measuring Hofstede’s five dimensions of cultural values at the individual level: Development and validation of CVSCALE. Journal of International Consumer Marketing, 23(3/4), 193-210. • Zhu, X. & Zolkiewski, J. (2015). Exploring service failure in a business-to-business context. Journal of Services Marketing, 29(5), 367-379.