Exploring the Dynamics of Customer Value in Cross-Cultural Business Relationships

Abstract

Purpose – A recent development in customer value research is building theory that can help the field go beyond understanding what customers currently value to exploring how customers’ perceptions of value change. This paper seeks to extend this emerging theory of customer value change to a global context by conceptually exploring the role of national culture as a key moderator of this phenomenon.

Design/methodology/approach – The literature examining the role of national culture in business is reviewed for insights pertaining to buyers’ tendencies for change in general and for clues suggesting how customers’ embedded values in various cultural contexts might undergo value change in systematically different ways. Specifically, this paper employs Hofstede’s cultural framework to explore how the lens of national culture might influence the value change process.

Findings – Based on this integrative review, several links between the cultural dimensions in Hofstede’s framework and value change theory are found to be supported by the literature. These connections suggest a moderating role for national culture, given the tendency for cultural factors to shape buyers’ interpretation of environmental change drivers and their resulting feelings of tension which research shows are closely associated with customers’ desired value changes from suppliers.

Originality/value – This paper offers several theoretical propositions and conceptual models for future empirical validation. These new insights into an emerging theory of customer value change can provide the building-blocks for a number of future research directions designed to help managers exercise strategic foresight for changing global markets.

Keywords: Consumer behaviour, Perception, Cross-cultural studies, National cultures, International marketing, Marketing strategy

JEL Classification: M30, M31