Country-of-Origin Effects on Customer Service Perception: An Exploratory Investigation
The perception of U.S. importing firms for country-or-origin effects on customer service performance is evaluated for ten countries. The relationship between customer service and overall satisfaction with trade relations is analyzed as well as the relationship between customer service satisfaction and future purchase intentions. The results of the study indicate a distinct country-of-origin effect exists in the area of customer service and there is a relationship between customer service and overall satisfaction in trade relationships with a country as well as future purchase intentions.
Applications, interfaces, and devices are increasingly customized to appeal to users with vastly different needs, desires, and values. In the past, products were built on the basis of technical proficiency, education, and age; now, product designers are embracing culture.How can human factors professionals support this work? This SIG will examine issues and strategies to be considered when evaluating product interfaces in two or more countries or cultures.A panel of practitioners will review some of the problems they faced in selecting and customizing methods for international usability design. SIG participants will then be invited to brainstorm and contribute their own "war stories" and experiences.It is expected that this SIG will generate 1) a range of case studies and 2) a reference list of people working in different countries and cultures who can help one another do international usability evaluation.