Document Type

Article

Source of Publication

British Journal of Management

Publication Date

1-1-2023

Abstract

The relationship between customer mindset metrics (CMMs) and consumer spending has been extensively investigated at the consumer and firm level, but little is known about it at the national level, nor about how it differs between countries. Drawing on five publicly available datasets gathered in 10 European countries over 20 years, our study traces the connections between three CMMs – customer satisfaction, perceived service quality and loyalty intentions – and consumer spending, as well as examining the moderating cross-country effects of culture, socioeconomic factors, economic structure and political–economic elements. The results show that the CMMs significantly influence consumer spending in all the countries studied, with the effects most pronounced in societies with relatively low education levels, a dominant service sector, fewer barriers to business and international trade and a foundation of survival values rather than self-expressive values. Our findings suggest that CMMs can be used to boost not just business performance but also economic growth, and therefore have significant implications for policymakers as well as practitioners and companies.

ISSN

1045-3172

Publisher

Wiley

Volume

34

Issue

1

First Page

442

Last Page

465

Disciplines

Business

Keywords

Consumer spending, Cross-country comparison, Economic growth

Scopus ID

85124509657

Creative Commons License

Creative Commons Attribution 4.0 International License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Indexed in Scopus

yes

Open Access

yes

Open Access Type

Green: A manuscript of this publication is openly available in a repository

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