| Title: |
BIG 5, CULTURAL DIFFERENCES, AND STRATEGIC CUSTOMER SERVICE DIFFERENCES BETWEEN BANGLADESH, INDIA, PAKISTAN, AND THE UNITED STATES OF AMERICA. |
| Authors: |
Albert, Cydney F.; Shackleton, Josh; French, Lucy; Parker, Claire; Roberts, Merab; Rath, Spandan; Steinberg, Hannah |
| Source: |
Summer Internet Proceedings; 2016, Vol. 18 Issue 2, p45-49, 5p |
| Subject Terms: |
Five-factor model of personality; Cross-cultural differences; Strategic planning; Customer services; Quality of service |
| Abstract: |
Power Distance- India believes in inequality and hierarchy, they accept that each member in society has their place and are dependent on the authority figure to give direction therefore scoring high on the power distance. US on the other hand has a low power distance. In the US, citizens believe that any person regardless of social status can be equally as powerful and decisions and suggestions are accepted from all, and are given equal consideration. Individuality - India is right in the middle as far as individualism and collectivism. The US however is more individualistic in that citizens are more inclined to do what's best for themselves and their immediate family and not concentrate on making decisions based on the community at large. Therefore the US scores very high on the individualism scale. Masculinity - India scores higher on this scale indicating that the citizens are driven by success, competition and achievement. The US, like India, scores high on this scale meaning US citizens are driven by those same factors rather than being caring or more feminine. Uncertainty Avoidance - India scores low on this dimension meaning that the society has accepted that things cannot always be perfect and that society cannot always control the outcomes. The US, unlike India, scores high on his dimension meaning that Americans do not like uncertainty and will go to great lengths to attempt to predict future outcomes and creating ways to minimize impact of unexpected events. Long term Orientation - India scores moderately high on this dimension due to the fact that society tends to follow norms and preserve traditions. The US scores much lower on this scale as the society tends to create new norms and conform as time passes, creating new traditions is common in this culture. Indulgence - India scores low on this scale meaning the society displays great restraint compared to the US who scores very high on this scale meaning that the society is very indulgent. The US gives in to their desires with high relative frequency. Instant gratification is sought after in this culture. India's Big 5 Personality Traits 1. Low Openness, 2. Highly Conscientious 3. Low Extravertedness 4. Highly Agreeable 5. Low Neurotic-ism. US Big 5 Personality Traits 1. High Openness 2. Highly Conscientious 3. High Extravertedness 4. Low Agreeableness 5. High Neuroticism. Both cultures are different. They are extremely different in Power distance individualism, masculinity, uncertainty avoidance, LT orientation, and indulgence. This would cause a great deal of difference in the way each country handles customer service. Both cultures are different. [ABSTRACT FROM AUTHOR] |
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| Database: |
Complementary Index |