Title Consumer animosity and perceived cultural distance: Toward mutual well-being for refugees and host countries
Authors DE QUERO NAVARRO, BEATRIZ, Barakat, Karine Aoun , Shultz, Clifford J. , ARAQUE PADILLA, RAFAEL, MONTERO SIMÓ, MARÍA JOSÉ
External publication No
Means J. Consum. Aff.
Scope Article
Nature Científica
JCR Quartile 2
SJR Quartile 1
JCR Impact 2.8
SJR Impact 0.647
Web https://www.scopus.com/inward/record.uri?eid=2-s2.0-85135233657&doi=10.1111%2fjoca.12473&partnerID=40&md5=1acd4e20c2bab1efcee6061c92a43459
Publication date 01/08/2022
ISI 000835265600001
Scopus Id 2-s2.0-85135233657
DOI 10.1111/joca.12473
Abstract Global migration is changing the world into multicultural marketplaces, creating challenges, and opportunities for consumers. This study examines how animosity toward refugees and Perceived Cultural Distance from them affects Lebanese consumers\' service-quality expectations and Willingness-to-Buy from inclusive services of Syrians forcibly displaced by war. Findings from a survey of 499 Lebanese consumers revealed that War and Economic Animosity negatively affect Lebanese consumers\' Expected Service Quality when delivered by a Syrian refugee; furthermore, Perceived Cultural Distance between Lebanese and Syrians appears to negatively affect Willingness-to-Buy. The authors share thoughts on implications for theoretical contributions, management, and policy for reducing animosity and its harmful impact on refugees and the consumer-citizens of their host countries. In a world of more than 80 million refugees this article offers findings and insights that may facilitate a more welcoming inclusion of refugees, in ways that contribute to consumer, marketplace, and societal well-being.
Keywords Consumer Animosity; consumer well-being; inclusion; Lebanon; Perceived Cultural Distance; refugees; service quality; Syria; Willingness-to-Buy
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