[[1] Aaker, J. L. (1999). The malleable self: The role of self-expression in persuasion. Journal of Marketing Research, 36(1), 45-57.10.1177/002224379903600104]Search in Google Scholar
[[2] Alden, D. L., He, Y., & Chen, Q. (2010). Service recommendations and customer evaluations in the international marketplace: Cultural and situational contingencies. Journal of Business Research, 63(1), 38-44.10.1016/j.jbusres.2009.01.009]Search in Google Scholar
[[3] Allport, G. (1985). The historical background of social psychology. In G. Lindzey & E. Aronson (Eds.), Handbook of social psychology (3rd ed., Vol. I, pp. 1-46). New York: Random House.]Search in Google Scholar
[[4] Argo, J., Dahl, D., & Manchanda, R. (2005). The influence of a mere social presence in a retail context. Journal of Consumer Research, 32(2), 207-212.10.1086/432230]Search in Google Scholar
[[5] Azuma, H. (1984). Secondary control as a heterogeneous category. American Psychologist, 39(9), 970-971.10.1037/0003-066X.39.9.970]Search in Google Scholar
[[6] Bakan, D. (1966). The duality of human existence: An essay on psychology and religion. Oxford, England: Rand Mcnally.]Search in Google Scholar
[[7] Baumeister, R. F. (1998). The Self. In D. T. Gilbert, S. T. Fiske, and G. Lindzey, (Eds.) The Handbook of Social Psychology (4th ed., pp. 680-740). Boston: McGraw-Hill Co.]Search in Google Scholar
[[8] Bem, S. L. (1974). The measurement of psychological androgyny. Journal of Consulting and Clinical Psychology, 42(2), 155-162.10.1037/h0036215]Search in Google Scholar
[[9] Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.10.1177/002224299205600205]Search in Google Scholar
[[10] Bodey, K., & Grace, D. (2006). Segmenting “service complainers” and “non-complainers” on the basis of consumer characteristics. Journal of Services Marketing, 20(3), 178-187.10.1108/08876040610665634]Search in Google Scholar
[[11] Brislin, R. W. (1970). Back-translation for cross-cultural research. Journal of Cross-Cultural Psychology, 1(3), 185-216.10.1177/135910457000100301]Search in Google Scholar
[[12] Broverman, I. K., Vogel, S. R., Broverman, D. M., Clarkson, F. E., & Rosenkrantz, P. S. (1972). Sex-role stereotypes: A current appraisal. The Journal of Social Issues, 28(2), 59-78.10.1111/j.1540-4560.1972.tb00018.x]Search in Google Scholar
[[13] Chan, H., & Wan, L. C. (2008). Consumer responses to service failures: A resource preference model of cultural influences. Journal of International Marketing, 16(1), 72-97.10.1509/jimk.16.1.72]Search in Google Scholar
[[14] Chan, H., Wan, L., & Sin, L. (2009). The contrasting effects of culture on consumer tolerance: Interpersonal face and impersonal fate. Journal of Consumer Research, 36(2), 292-304.10.1086/597329]Search in Google Scholar
[[15] Dahl, D., Manchanda, R., & Argo, J. (2001). Embarrassment in consumer purchase: The roles of social presence and purchase familiarity. Journal of Consumer Research, 28(3), 473-481.10.1086/323734]Search in Google Scholar
[[16] Day, R. L., Grabicke, K., Schaetzle, T., & Staubach, F. (1981). The hidden agenda of consumer complaining. Journal of Retailing, 57(3), 86-106.]Search in Google Scholar
[[17] Fan, A., Mattila, A. S., & Zhao, X. (2015). How does social distance impact customers’ complaint intentions? A crosscultural examination. International Journal of Hospitality Management, 47, 35-42.10.1016/j.ijhm.2015.03.001]Search in Google Scholar
[[18] Geen, R. G. (1989). Alternative conceptions of social facilitation. Psychology of group influence (2nd ed., pp. 15-51). Hillsdale, NJ, England: Lawrence Erlbaum Associates, Inc.]Search in Google Scholar
[[19] Gelbrich, K., & Roschk, H. (2010). A meta-analysis of organizational complaint handling and customer responses. Journal of Service Research, 14(1), 24-43.10.1177/1094670510387914]Search in Google Scholar
[[20] Goffman, E. (1959). The presentation of self in everyday life. Garden City, NewYork: Doubleday.]Search in Google Scholar
[[21] He, Y., Chen, Q., & Alden, D. L. (2012). Consumption in the public eye: The influence of social presence on service experience. Journal of Business Research, 65(3), 302-310.10.1016/j.jbusres.2011.03.014]Search in Google Scholar
[[22] Hofstede, G. H. (1980). Culture’s consequences, international differences in work-related values. Beverly Hills, California: Sage Publications.]Search in Google Scholar
[[23] Hofstede, G. H. (2001). Culture’s consequences: comparing values, behaviors, institutions, and organizations across nations (2nd Ed). Thousand Oaks, California: Sage Publications.]Search in Google Scholar
[[24] Hui, C. H., & Triandis, H. C. (1986). Individualism-collectivism: A study of cross-cultural researchers. Journal of Cross-Cultural Psychology, 17(2), 225-248.10.1177/0022002186017002006]Search in Google Scholar
[[25] Karaosmanoglu, E., Bas, A. B. E., & Zhang, J. (2011). The role of other customer effect in corporate marketing. European Journal of Marketing, 45(9/10), 1416-1445.10.1108/03090561111151835]Search in Google Scholar
[[26] Kim, D., Wen, L., & Doh, K. (2010). Does cultural difference affect customer’s response in a crowded restaurant environment? A comparison of American versus Chinese customers. Journal of Hospitality & Tourism Research, 34(1), 103-123.10.1177/1096348009349817]Search in Google Scholar
[[27] Leary, M. R., & Kowalski, R. M. (1990). Impression management: A literature review and two-component model. Psychological Bulletin, 107(1).10.1037/0033-2909.107.1.34]Search in Google Scholar
[[28] Lin, I. Y., & Mattila, A. S. (2006). Understanding restaurant switching behavior from a cultural perspective. Journal of Hospitality & Tourism Research, 30(1), 3-15.10.1177/1096348005284266]Search in Google Scholar
[[29] Lindsey, R. B. (2009). Cultural proficiency: A manual for school leaders (3rd ed.). Thousand Oaks, California: Corwin Press.]Search in Google Scholar
[[30] Liu, B. S., Furrer, O., & Sudharshan, D. (2001). The relationships between culture and behavioral intentions toward services. Journal of Service Research, 4(2), 118-129.10.1177/109467050142004]Search in Google Scholar
[[31] Liu, R. R., & McClure, P. (2001). Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination. The Journal of Consumer Marketing, 18(1), 54-75.10.1108/07363760110365813]Search in Google Scholar
[[32] Mandel, N. (2003). Shifting selves and decision making: The effects of Self-construal priming on consumer risk-taking. Journal of Consumer Research, 30(1), 30-40.10.1086/374700]Search in Google Scholar
[[33] Markus, H. R., & Kitayama, S. (1991). Culture and the self: Implications for cognition, emotion, and motivation. Psychological Review, 98(2), 224-253.10.1037/0033-295X.98.2.224]Search in Google Scholar
[[34] Mattila, A. S., Cho, W., & Ro, H. (2009). The joint effects of service failure mode, recovery effort, and gender on customers’ post-recovery satisfaction. Journal of Travel & Tourism Marketing, 26(2), 120-128.10.1080/10548400902862002]Search in Google Scholar
[[35] Mattila, A. S., & Patterson, P. G. (2004a). The impact of culture on consumers’ perceptions of service recovery efforts. Journal of Retailing, 80(3), 196-206.10.1016/j.jretai.2004.08.001]Search in Google Scholar
[[36] Mattila, A. S., & Patterson, P. G. (2004b). Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research, 6(4), 336-346.10.1177/1094670503262947]Search in Google Scholar
[[37] Mattila, A. S., & Ro, H. (2008). Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting. Journal of Hospitality & Tourism Research, 32(1), 89-107.10.1177/1096348007309570]Search in Google Scholar
[[38] McFerran, B., Dahl, D., Fitzsimons, G., & Morales, A. (2010). I’ll have what she’s having: Effects of social influence and body type on the food choices of others. Journal of Consumer Research, 36(6), 915-929.10.1086/644611]Search in Google Scholar
[[39] Meyers-Levy, J., & Loken, B. (2015). Revisiting gender differences: What we know and what lies ahead. Journal of Consumer Psychology, 25(1), 129-149.10.1016/j.jcps.2014.06.003]Search in Google Scholar
[[40] Miao, L., Mattila, A. S., & Mount, D. (2011). Other consumers in service encounters: A script theoretical perspective. International Journal of Hospitality Management, 30(4), 933-941.10.1016/j.ijhm.2011.01.012]Search in Google Scholar
[[41] Miller, R. S., & Leary, M. R. (1992). Social sources and interactive functions of emotion: The case of embarrassment. Emotion and social behavior (pp. 202-221). Thousand Oaks, California, US: Sage Publications, Inc.]Search in Google Scholar
[[42] Puntoni, S., & Tavassoli, N. T. (2007). Social context and advertising memory. Journal of Marketing Research, 44(2), 284-296.10.1509/jmkr.44.2.284]Search in Google Scholar
[[43] Schlenker, B. R., & Weigold, M. F. (1992). Interpersonal processes involving impression regulation and management. Annual Review of Psychology, 43(1), 133-168.10.1146/annurev.ps.43.020192.001025]Search in Google Scholar
[[44] Schlenker, B. R. (1980). Impression management: The self-concept, social identity, and interpersonal relations. Monterey, California: Brooks Cole Publish Company.]Search in Google Scholar
[[45] Singelis, T. M. (1994). The measurement of independent and interdependent self-construals. Personality and Social Psychology Bulletin, 20(5), 580-591.10.1177/0146167294205014]Search in Google Scholar
[[46] Singh, J. (1988). Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing, 52(1), 93-107.10.1177/002224298805200108]Search in Google Scholar
[[47] Singh, J. (1990a). A typology of consumer dissatisfaction response styles. Journal of Retailing, 66(1), 57-99.]Search in Google Scholar
[[48] Singh, J. (1990b). Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories. Journal of the Academy of Marketing Science, 18(1), 1-15.10.1007/BF02729758]Search in Google Scholar
[[49] Stephens, N., & Gwinner, K. P. (1998). Why don’t some people complain? A cognitive-emotive process model of consumer complaint behavior. Journal of the Academy of Marketing Science, 26(3), 172-189.10.1177/0092070398263001]Search in Google Scholar
[[50] Tedeschi, J. T. (1981). Impression management theory and social psychological research. New York: Academic Press.]Search in Google Scholar
[[51] Triandis, H. C. (1994). Culture and social behavior. New York: McGraw-Hill.]Search in Google Scholar
[[52] Vaerenbergh, Y. V., Orsingher, C., Vermeir, I., & Lariviere, B. (2014). A meta-analysis of relationships linking service failure attributions to customer outcomes. Journal of Service Research, 17(4), 381-398.10.1177/1094670514538321]Search in Google Scholar
[[53] Valenzuela, F., Pearson, D., Epworth, R., Llanos, O., & Vilches, S. (2005). Consumer complaining behavior: The case of a South American country, Chile. Contemporary Management Research, 1(1), 3-12.10.7903/cmr.69]Search in Google Scholar
[[54] Wan, L. C. (2013). Culture’s impact on consumer complaining responses to embarrassing service failure. Journal of Business Research, 66(3), 298-305.10.1016/j.jbusres.2011.08.009]Search in Google Scholar
[[55] Wan, L. C., Hui, M. K., & Wyer, R. S. (2011). The role of relationship norms in responses to service failures. Journal of Consumer Research, 38(2), 260-277.10.1086/659039]Search in Google Scholar
[[56] Webster, J. M., Duvall, J., Gaines, L. M., & Smith, R. H. (2003). The roles of praise and social comparison information in the experiences of pride. The Journal of Social Psychology, 143(2), 209-32.10.1080/00224540309598441]Search in Google Scholar
[[57] White, M. I., & LeVine, R. A. (1986). What is an Ii Ko (Good Child)? In Stevenson, H., Azunia, H., & Hakuta, K. (Eds.), Child development and education in Japan. New York: W.H. Freeman and Company.]Search in Google Scholar
[[58] Wood, S., & Hoeffler, S. (2013). Looking innovative: Exploring the role of impression management in high-tech product adoption and use. Journal of Product Innovation Management, 30(6), 1254-1270. 10.1111/jpim.12134]Search in Google Scholar
[[59] Wood, W., & Eagly, A. H. (2012). Biosocial construction of sex differences and similarities in behavior. Advances in experimental social psychology, 46(1), 55-123.10.1016/B978-0-12-394281-4.00002-7]Search in Google Scholar
[[60] Wyer Jr., R. S., & Gordon, S. E. (1982). The recall of information about persons and groups. Journal of Experimental Social Psychology, 18(2), 128-164.10.1016/0022-1031(82)90047-6]Search in Google Scholar
[[61] Zajonc, R. B. (1980). Feeling and thinking: Preferences need no inferences. American Psychologist, 35(2), 151-175.10.1037/0003-066X.35.2.151]Search in Google Scholar
[[62] Zhang, J., Beatty, S. E., & Walsh, G. (2008). Review and future directions of cross-cultural consumer services research. Journal of Business Research, 61(3), 211-224.10.1016/j.jbusres.2007.06.003]Search in Google Scholar
[[63] Zhang, Y., Feick, L., & Mittal, V. (2014). How males and females differ in their likelihood of transmitting negative word of mouth. Journal of Consumer Research, 40(6), 1097-1108.10.1086/674211]Search in Google Scholar
[[64] Zhang, Y., & Mittal, V. (2007). The attractiveness of enriched and impoverished options culture, self-construal, and regulatory focus. Personality and Social Psychology Bulletin, 33(4), 588-598. 10.1177/014616720629695417363763]Search in Google Scholar