How do Asia's two most important consumer markets differ? Japanese-Chinese differences in customer satisfaction and its formation

Bjoern Christian Frank, Gulimire Abulaiti, Boris Herbas Torrico, Takao Enkawa

Research output: Contribution to journalArticle

12 Citations (Scopus)

Abstract

Little is known about international differences in the formation of customer satisfaction, particularly regarding developed and emerging markets in Asia. This lack of knowledge limits the competitiveness of Western companies in Asia. From the perspectives of economic and cultural country differences, this study thus compares customer satisfaction and its formation between Japan, China, and Germany (Western reference country). Customer satisfaction is higher in Japan than China for goods and private services but lower for public services. It is influenced more strongly by perceived quality and less strongly by perceived value (difference moderated by switching costs), public brand image, and quality expectations in Japan than China. Economic differences between developed (Japan, Germany) and emerging (China) markets influence consumer preference structures more strongly than cultural differences. Due to larger inter-Asian cultural variance than Western managers might expect, Chinese consumer preference structures differ more from Japanese than German consumer preference structures.

Original languageEnglish
Pages (from-to)2397-2405
Number of pages9
JournalJournal of Business Research
Volume66
Issue number12
DOIs
Publication statusPublished - 2013 Dec 1
Externally publishedYes

Fingerprint

Consumer markets
Customer satisfaction
Japan
Asia
China
Preference structure
Consumer preferences
Germany
Economics
Switching costs
Public services
Brand image
China market
Competitiveness
Cultural differences
Emerging markets
Chinese consumers
Perceived value
Managers
Country differences

Keywords

  • China
  • Customer satisfaction
  • Japan
  • Perceived quality
  • Perceived value
  • Public brand image

ASJC Scopus subject areas

  • Marketing

Cite this

How do Asia's two most important consumer markets differ? Japanese-Chinese differences in customer satisfaction and its formation. / Frank, Bjoern Christian; Abulaiti, Gulimire; Herbas Torrico, Boris; Enkawa, Takao.

In: Journal of Business Research, Vol. 66, No. 12, 01.12.2013, p. 2397-2405.

Research output: Contribution to journalArticle

@article{f9feaea0c3104062be6f2c70a760375e,
title = "How do Asia's two most important consumer markets differ? Japanese-Chinese differences in customer satisfaction and its formation",
abstract = "Little is known about international differences in the formation of customer satisfaction, particularly regarding developed and emerging markets in Asia. This lack of knowledge limits the competitiveness of Western companies in Asia. From the perspectives of economic and cultural country differences, this study thus compares customer satisfaction and its formation between Japan, China, and Germany (Western reference country). Customer satisfaction is higher in Japan than China for goods and private services but lower for public services. It is influenced more strongly by perceived quality and less strongly by perceived value (difference moderated by switching costs), public brand image, and quality expectations in Japan than China. Economic differences between developed (Japan, Germany) and emerging (China) markets influence consumer preference structures more strongly than cultural differences. Due to larger inter-Asian cultural variance than Western managers might expect, Chinese consumer preference structures differ more from Japanese than German consumer preference structures.",
keywords = "China, Customer satisfaction, Japan, Perceived quality, Perceived value, Public brand image",
author = "Frank, {Bjoern Christian} and Gulimire Abulaiti and {Herbas Torrico}, Boris and Takao Enkawa",
year = "2013",
month = "12",
day = "1",
doi = "10.1016/j.jbusres.2013.05.026",
language = "English",
volume = "66",
pages = "2397--2405",
journal = "Journal of Business Research",
issn = "0148-2963",
publisher = "Elsevier Inc.",
number = "12",

}

TY - JOUR

T1 - How do Asia's two most important consumer markets differ? Japanese-Chinese differences in customer satisfaction and its formation

AU - Frank, Bjoern Christian

AU - Abulaiti, Gulimire

AU - Herbas Torrico, Boris

AU - Enkawa, Takao

PY - 2013/12/1

Y1 - 2013/12/1

N2 - Little is known about international differences in the formation of customer satisfaction, particularly regarding developed and emerging markets in Asia. This lack of knowledge limits the competitiveness of Western companies in Asia. From the perspectives of economic and cultural country differences, this study thus compares customer satisfaction and its formation between Japan, China, and Germany (Western reference country). Customer satisfaction is higher in Japan than China for goods and private services but lower for public services. It is influenced more strongly by perceived quality and less strongly by perceived value (difference moderated by switching costs), public brand image, and quality expectations in Japan than China. Economic differences between developed (Japan, Germany) and emerging (China) markets influence consumer preference structures more strongly than cultural differences. Due to larger inter-Asian cultural variance than Western managers might expect, Chinese consumer preference structures differ more from Japanese than German consumer preference structures.

AB - Little is known about international differences in the formation of customer satisfaction, particularly regarding developed and emerging markets in Asia. This lack of knowledge limits the competitiveness of Western companies in Asia. From the perspectives of economic and cultural country differences, this study thus compares customer satisfaction and its formation between Japan, China, and Germany (Western reference country). Customer satisfaction is higher in Japan than China for goods and private services but lower for public services. It is influenced more strongly by perceived quality and less strongly by perceived value (difference moderated by switching costs), public brand image, and quality expectations in Japan than China. Economic differences between developed (Japan, Germany) and emerging (China) markets influence consumer preference structures more strongly than cultural differences. Due to larger inter-Asian cultural variance than Western managers might expect, Chinese consumer preference structures differ more from Japanese than German consumer preference structures.

KW - China

KW - Customer satisfaction

KW - Japan

KW - Perceived quality

KW - Perceived value

KW - Public brand image

UR - http://www.scopus.com/inward/record.url?scp=84883822502&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84883822502&partnerID=8YFLogxK

U2 - 10.1016/j.jbusres.2013.05.026

DO - 10.1016/j.jbusres.2013.05.026

M3 - Article

VL - 66

SP - 2397

EP - 2405

JO - Journal of Business Research

JF - Journal of Business Research

SN - 0148-2963

IS - 12

ER -