<p>Date: May 29, 2009</p><p>Course: Master thesis, EFO705</p><p>Authors: Uliana Kovaleva, 830906, Karolina Turbak, 850710</p><p>Tutor: Tobias Eltebrandt</p><p>Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality among the Customers with Swedish, Polish and Russian Backgrounds.</p><p>Strategic question: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?</p><p>Research questions: If customers with Polish and Russian origin differ in their perceptions of the service quality attributes from Swedish customers, what kind of influence do culture and the level of acculturation have on their perceptions of service quality?</p><p>Method: Apart from secondary data, the questionnaire results were collected as a source of the primary data. The study was conducted using both quantitative and qualitative methods. The questionnaire results were analysed in SPSS by applying T-tests, and the answers for the open-ended questions were analysed additionally.</p><p>Theoretical Framework: The theories which were used include service quality dimensions, Hofstede’s cultural dimensions and the level of acculturation. The results of previous studies addressing the cultural influences on the service quality were applied extensively. The theories were chosen according to the purpose of the study and used in analysis in a comprehensive way.</p><p>Conclusions: According to the study culture and the level of acculturation have influence on the perceptions of service quality. The Polish and Russian customers with the low and medium levels of acculturation have lower overall service quality perceptions compared to the highly acculturated customers with foreign background and Swedish. In particular, the perceptions of assurance and empathy dimensions are significantly different between the studied groups.</p><p> </p> / “The impact of cultural recognition on service‐consumtions among customers in Sweden with foreign background.”

Latin-Americans have become major contributors in Major League Baseball, but face many challenges acculturating to living and playing in the United States. This research examined the acculturative support provided to Latin-American players by teams in the South Atlantic League of Minor League Baseball and whether or not people involved think that support was effective. Semi-structured interviews were conducted with front-office members and Latin-American former players, and transcriptions were analyzed for emerging themes using QDA Miner content analysis software. Three main themes emerged from the interviews: the language barrier, interaction between Latin-American and Anglo-American teammates, and the youth of Latin-American prospects. These themes were identified both as presenting the biggest challenges to the acculturation of players and also areas where assistance should be focused in order to be of the most benefit. All interview subjects believed the support currently provided for Latin-American players was effective, but that there are still areas where improvements can be made. Future research should explore acculturation from current players‟ perspectives, instead of taking a front-office approach, and would not only provide information on the player‟s opinions of current acculturative practices, but also their attitudes and beliefs about acculturation and whether they view it as a positive or negative experience.

No description available.

Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality. Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services? Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions. Theory and Method: The research is based on the quantitative approach in the form of questionnaires.  The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach. Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs. / Tobias Eltebrandt

Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality. A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services? Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions. Theory and Method: The research is based on the quantitative approach in the form of questionnaires. The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach. Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs. / Tobias Eltebrandt

Date: May 29, 2009 Course: Master thesis, EFO705 Authors: Uliana Kovaleva, 830906, Karolina Turbak, 850710 Tutor: Tobias Eltebrandt Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality among the Customers with Swedish, Polish and Russian Backgrounds. Strategic question: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services? Research questions: If customers with Polish and Russian origin differ in their perceptions of the service quality attributes from Swedish customers, what kind of influence do culture and the level of acculturation have on their perceptions of service quality? Method: Apart from secondary data, the questionnaire results were collected as a source of the primary data. The study was conducted using both quantitative and qualitative methods. The questionnaire results were analysed in SPSS by applying T-tests, and the answers for the open-ended questions were analysed additionally. Theoretical Framework: The theories which were used include service quality dimensions, Hofstede’s cultural dimensions and the level of acculturation. The results of previous studies addressing the cultural influences on the service quality were applied extensively. The theories were chosen according to the purpose of the study and used in analysis in a comprehensive way. Conclusions: According to the study culture and the level of acculturation have influence on the perceptions of service quality. The Polish and Russian customers with the low and medium levels of acculturation have lower overall service quality perceptions compared to the highly acculturated customers with foreign background and Swedish. In particular, the perceptions of assurance and empathy dimensions are significantly different between the studied groups. / “The impact of cultural recognition on service‐consumtions among customers in Sweden with foreign background.”

Quantitative and qualitative data from the 2002 Latino Adolescent Transition Study were used to explore differences in acculturative stress and gang involvement between foreign-born and U.S.-born Latino middle school students. Regression analyses showed significant interactions between discrimination stress and immigration status as well as adaptation stress and immigration status. U.S.-born youths were significantly more likely to be gang-involved if they experienced discrimination stress. They were also less likely to be gang-involved if they experienced high adaptation stress. A minority of primarily foreign-born youths identified economic inequality and prejudicial attitudes as factors that differentiated them from Americans. Those reporting economic inequality were more likely to be gang-involved than those who did not. These findings suggest that the origins of gang involvement could differ between the two immigrant generations. Whereas U.S.-born Latinos may be more negatively affected by discrimination, foreign-born Latinos may be more sensitive to their comparatively low economic status.

Purpose: Little is known about the use of complementary and alternative medicine (CAM), including traditional Chinese medicine (TCM) in ethnic populations with cancer living in Canada. The purpose of this study was to assess the prevalence and predictors of TCM/CAM use in newly diagnosed Chinese cancer patients who were starting cancer treatments. <p>Patients and Methods: A consecutive sample of newly diagnosed Chinese cancer patients treated at the British Columbia Cancer Agency over a four month period was surveyed. During admission, the study questionnaire was distributed along with other registration forms and anonymously returned in well-labeled boxes. A bilingual Chinese interpreter was available to answer any questions potential participants might have had. The 15-item questionnaire focused on TCM/CAM use, socio-demographics, and medical and cultural factors. <p>Results: Ninety-one patients completed the questionnaire. The majority of respondents (90%) were born outside of Canada and 64% completed the questionnaire in Chinese. TCM/CAM was used by 44% of respondents. Herbal remedies, vitamins/minerals, and prayer were the most commonly used therapies. In the bivariate analysis, factors predicting TCM/CAM use were prior TCM/CAM use (p < 0.001), having received chemo/radiotherapy (p = 0.021), female sex (p = 0.015), immigrant status (p = 0.040), and reporting a non-official language most frequently used at home (p = 0.018). Following multivariate analysis, it was found that prior CAM use (p < 0.001), lower income (p = 0.043), and immigrant status (p = 0.030) were associated with TCM/CAM use. <p>Conclusion: TCM/CAM use in newly diagnosed Chinese cancer patients is very common and results are comparable to previous studies in other populations. Healthcare practitioners must become aware of the widespread use of CAM and engage discussions about CAM use with their patients, especially those of a specific ethno-cultural group who may be less acculturated to Western society.

Citizenship acquisition is often interpreted as indicating an immigrants successful integration into their new society. The literature includes a variety of behavioural, but not psychological, indicators of integration in the prediction of citizenship acquisition. Using an intergroup relations perspective, this study examined Asian immigrants intentions to become Canadian citizens. <p>Social identity theory was used to conceptualize the formation of a Canadian identity as an indicator of psychological integration into Canada. It was hypothesized that the stronger immigrants identify with Canada, the more likely they will want to acquire Canadian citizenship. Perceived discrimination and cultural incompatibility, as acculturative barriers to the formation of a Canadian identity, were hypothesized to relate negatively to intentions to acquire Canadian citizenship. The relationship between immigrants cultural identity and citizenship acquisition intentions was also explored, as was the importance of psychological predictors in relation to behavioural predictors of citizenship acquisition intentions. <p>One hundred and fourteen immigrants to Canada from Asia completed an Internet questionnaire about their experiences in Canada, and their intentions to become Canadian citizens. The results showed a positive relationship (r = .55) between respondents strength of Canadian identification and their intentions to apply for Canadian citizenship, as well as an unexpected positive relationship (r = .15) between their perceptions of discrimination against immigrants in the Canadian labour market and their citizenship acquisition intentions. Cultural identity and perceptions of cultural incompatibility were unrelated to their citizenship acquisition intentions.<p>A hierarchical multiple regression showed that the combination of English ability, length of time lived in Canada, participation in Canadian society, Canadian Identification, and Perceptions of discrimination against immigrants in the labour market accounted for 36.5% of the variance in citizenship acquisition intentions. Only Canadian identification and perceptions of discrimination contributed uniquely to the variance. It was concluded that Canadian identity is importantly related to immigrants citizenship acquisition intentions, and that psychological acculturation is relevant to the study of citizenship acquisition. These novel findings are important and expand the citizenship acquisition literature as well as contribute to the further development of social identity theory.

Cette recherche descriptive et exploratoire vise à décrire le phénomène de l'acculturation alimentaire auprès des immigrants récents originaires de l'Afrique de l'Ouest francophone établis à Montréal. À travers une approche écologique et sous l'angle de la communication pour la santé, notre motivation première est de cerner le besoin et la pertinence d'élaborer des programmes de sensibilisation et d'éducation à la santé alimentaire pour les nouveaux arrivants. Nos objectifs de recherche, au nombre de quatre, sont de décrire les habitudes alimentaires des immigrants avant et après leur arrivée à Montréal, d'identifier les facteurs d'acculturation alimentaire qui interviennent auprès des membres de cette communauté et de cerner les conceptions des immigrants relatives à l'alimentation et à la santé, ainsi que leur degré de connaissance et leur intérêt au sujet du discours alimentaire canadien. Pour y arriver nous avons privilégié une combinaison de méthodes qualitatives et quantitatives. Les principaux résultats obtenus démontrent que les immigrants de l'Afrique de l'Ouest francophone sont faiblement acculturés et conservent, par conséquent, en grande partie leurs habitudes alimentaires d'origine. Leur conception de l'alimentation et de la santé demeurent empreints des valeurs africaines, alors que leur niveau de connaissance envers le discours alimentaire local est faible et leur intérêt limité. Les principaux facteurs d'acculturation identifiés sont l'emploi du temps et l'habitude acquise au fil du temps ainsi que la solitude et l'individualisme entourant les repas. En outre, nous proposons une typologie et un modèle chronologique des modes d'acculturation alimentaires qui traduisent avec justesse ce phénomène auprès du groupe culturel que nous avons étudié. Finalement, nous en sommes venus à la conclusion qu'il existe un besoin réel pour l'élaboration de programmes d'éducation et de sensibilisation alimentaire auprès des membres de cette communauté culturelle. ______________________________________________________________________________ MOTS-CLÉS DE L’AUTEUR : Acculturation alimentaire, Habitudes alimentaires, Immigration, Afrique de l'ouest francophone, Approche écologique de la santé.