The Influence of Culture and Personality on Customer Satisfaction : An Empirical Analysis across Countries

Franziska Krüger presents two quantitative cross-cultural studies that examine the generalizability of the Zone of Tolerance and the Confirmation/Disconfirmation-Paradigm across countries.

She investigates the potential influence of Hofstede's cultural dimensions and the Big Five personality traits on the models' variables.

As a result, the studies confirm that both models can be used to explain customer satisfaction and its determinants across national borders and cultures.