Moderated mediation analysis for the effects of cultural (mis)match on service satisfaction through cultural and service employee attributions
| Relationships | Estimate | LLCI – ULCI |
|---|---|---|
| Direct effect | −0.0685 (0.247) | −0.4775 to 0.3406 |
| Total conditional indirect effects | ||
| SEo → SEcb → Ss | 1.217 (0.223)* | 0.8674 to 1.5948 |
| SEo → SEp → Ss | −0.240 (0.196)* | −0.6889 to −0.0187 |
| Conditional indirect effects | ||
| Positive service delivery outcome | ||
| SEo → SEcb → Ss | 982 (0.174)* | 0.7266 to 1.3036 |
| SEo → SEp → Ss | −0.298 (0.183)* | −0.6665 to −0.0518 |
| Negative service delivery outcome | ||
| SEo → SEcb → Ss | −0.235 (0.180) | −0.5231 to 0.0632 |
| SEo → SEp → Ss | −0.057 (0.079) | −0.2299 to 0.0248 |
| Controls | ||
| Acculturation → Cultural attributions | −0.026 (0.215) | −0.3829 to 0.3306 |
| Acculturation → Performance attributions | 0.194 (0.259) | −0.2359 to 0.6246 |
| Acculturation → Service satisfaction | 0.108 (0.5179) | −0.7514 to 0.9669 |
| PCD → Cultural attributions | 0.169 (0.1037) | −0.0027 to 0.3415 |
| PCD → Performance attributions | 0.082 (0.1251) | −0.1252 to 0.2899 |
| PCD → Service satisfaction | −0.281 (0.2473) | −0.691 to 0.1297 |
| Cultural importance → Cultural attributions | −0.093 (0.0696) | −0.2086 to 0.0222 |
| Cultural importance → Performance attributions | 0.097 (0.0839) | −0.0421 to 0.2362 |
| Cultural importance → Service satisfaction | 0.76 (0.1665) | −0.0200 to 0.3523 |
| Employment status → Cultural attributions | 0.033 (0.0547) | −0.058 to 0.1235 |
| Employment status → Performance attributions | −0.008 (0.066) | −0.1173 to 0.1016 |
| Employment status → Service satisfaction | −0.260 (0.1291)* | −0.4738 to -0.0455 |
| Relationships | Estimate | LLCI – ULCI |
|---|---|---|
| −0.0685 (0.247) | −0.4775 to 0.3406 | |
| 1.217 (0.223)* | 0.8674 to 1.5948 | |
| −0.240 (0.196)* | −0.6889 to −0.0187 | |
| SEo → SEcb → Ss | 982 (0.174)* | 0.7266 to 1.3036 |
| SEo → SEp → Ss | −0.298 (0.183)* | −0.6665 to −0.0518 |
| −0.235 (0.180) | −0.5231 to 0.0632 | |
| SEo → SEp → Ss | −0.057 (0.079) | −0.2299 to 0.0248 |
| Acculturation → Cultural attributions | −0.026 (0.215) | −0.3829 to 0.3306 |
| Acculturation → Performance attributions | 0.194 (0.259) | −0.2359 to 0.6246 |
| Acculturation → Service satisfaction | 0.108 (0.5179) | −0.7514 to 0.9669 |
| PCD → Cultural attributions | 0.169 (0.1037) | −0.0027 to 0.3415 |
| PCD → Performance attributions | 0.082 (0.1251) | −0.1252 to 0.2899 |
| PCD → Service satisfaction | −0.281 (0.2473) | −0.691 to 0.1297 |
| Cultural importance → Cultural attributions | −0.093 (0.0696) | −0.2086 to 0.0222 |
| Cultural importance → Performance attributions | 0.097 (0.0839) | −0.0421 to 0.2362 |
| Cultural importance → Service satisfaction | 0.76 (0.1665) | −0.0200 to 0.3523 |
| Employment status → Cultural attributions | 0.033 (0.0547) | −0.058 to 0.1235 |
| Employment status → Performance attributions | −0.008 (0.066) | −0.1173 to 0.1016 |
| Employment status → Service satisfaction | −0.260 (0.1291)* | −0.4738 to -0.0455 |
Notes: The effect estimates are unstandardized regression coefficients (standard errors in parentheses). The analysis included 5000 bootstrap resamples. Significant effects are flagged with asterisks. LLCI = lower limit bias-corrected bootstrap confidence interval; ULCI = upper limit bias-corrected bootstrap confidence interval; SEo = service employee origin; SEcb = cultural attribution; SEp = performance attribution; Ss = service satisfaction; PCD = perceived cultural distance
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