The impact of incomplete information on the use of marketing research intelligence in international service settings: An experimental study

M. Birgelen, van, J.C. Ruyter, de, M.G.M. Wetzels

Research output: Contribution to journalArticleAcademicpeer-review

11 Citations (Scopus)

Abstract

Unfamiliarity with foreign business environments and cultures will result in higher levels of uncertainty, especially for international service organizations. To effectively deal with international uncertainty, it seems crucial to have access to information that is as complete as possible. In practice, however, information is hardly ever complete. To date, little is known about the impact of incomplete information on the decision-making processes in international service firms. This article examines the effects of incomplete information on the evaluation and use of marketing research intelligence. The results of an experimental study suggest that decision makers in international service firms are unlikely to ignore missing information. Instead, they tend to adopt a strategy of inferential, assumption-based reasoning. Furthermore, the absence of information relevant to decision making in international services marketing has distinct evaluative consequences in terms of satisfaction, trust, and intention to use information
Original languageEnglish
Pages (from-to)372-387
Number of pages16
JournalJournal of Service Research
Volume2
Issue number4
DOIs
Publication statusPublished - 2000

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