Effects of voice, compensation, and responsibility attribution on justice perception and postcomplaint behavior in a consumer setting were studied in a crosscultural study. Hotel school students in China and Canada N 168 read and responded to a scenario which described how a service provider handled the complaint from a customer whose coat was stained with tea. The results showed that collectivists were more likely than individualists to blame the service provider. Also, voice offered by the service provider failed to reduce its blame, and compensation actually led to more blame attributed to the service provider. Responsibility attribution was found to be able to mediate the effect of culture on post complaint behavior. A culture by voice interaction indicated that when voice was offered by the service provider, Canadians were less likely to attribute the responsibility to themselves than were Chinese. The implications of these results on justice, culture, and responsibility attribution are discussed.
International Journal of Conflict Management – Emerald Publishing
Published: Apr 1, 2001
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