Cross-cultural insights for customer engagement with access and lateral service systems

Abstract

PURPOSE : This study aims to advance the understanding of how macro-social structures and cultural orientations intricately shape consumption preferences – specifically perceived utilitarian value and behavioral intentions – within access and lateral exchange markets. Through integrating insights from consumer culture theory with the dynamics of sharing service systems, this research underscores that consumption choices are not merely individual acts of preference but are embedded within broader cultural frameworks and shaped by historical and societal narratives. DESIGN/METHODOLOGY/APPROACH : This study uses structural equation modeling using Mplus, version 8, to analyze a dataset comprising 2,428 survey responses. A random-effects model is applied to assess the influence of macro-cultural orientations across multiple national contexts, allowing for the simultaneous consideration of country-specific random effects and cross-national generalizability. Respondents represent six culturally diverse countries spanning five continents, enabling the derivation of insights applicable to other markets with similar cultural profiles. FINDINGS : Markets characterized by higher cultural indulgence and individualism, and lower uncertainty avoidance, present greater opportunities for connecting consumers’ preferences to lateral exchange markets. In contrast, cultures with greater restraint, collectivism and higher uncertainty avoidance may provide better opportunities for access to exchange markets than lateral exchange markets. These findings underscore the importance of firms aligning their market selection, entry plan and promotional strategies with the cultural dimensions that enhance the appeal and usability of their sharing economy services. ORIGINALITY/VALUE : This research contributes to the limited body of cross-cultural empirical studies on sharing economy platforms, particularly in distinguishing between lateral and access exchange models. By highlighting the relationship between cultural orientations and consumer preferences, this study provides actionable guidance for platform developers and marketers seeking to expand globally.