| 1508910 |
Dimensions of service quality in developed and developing economies: multi-country cross-cultural comparisons
Naresh K. Malhotra, Francis M. Ulgado, James Agarwal, G. Shainesh, Lan Wu
(pp. 256-278)
Keywords:
Cross-cultural studies,
Customer services quality,
Developing countries,
Service industries
ArticleType: Research paper
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(134 KB)
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| 1508911 |
“I” versus “we”: How individualists and collectivists use information sources to formulate their service expectations
Michel Laroche, Maria Kalamas, Mark Cleveland
(pp. 279-308)
Keywords:
Airlines,
Collectivism,
Culture (sociology),
Individual behaviour,
Information control,
Service levels
ArticleType: Research paper
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(324 KB)
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| 1508912 |
A comparison of service quality dimensions conveyed in advertisements for service providers in the USA and Korea: A content analysis
Hae-Kyong Bang, Mary Anne Raymond, Charles R. Taylor, Young Sook Moon
(pp. 309-326)
Keywords:
Advertising,
Customer service quality,
Korea,
Services marketing
ArticleType: Research paper
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(107 KB)
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| 1508913 |
Raising services’ tangibility in foreign markets via marketing: A model construction and a cross-national comparative empirical survey
David D.C. Tarn
(pp. 327-352)
Keywords:
Intangible assets,
Marketing models,
Services marketing
ArticleType: Case study
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(179 KB)
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| 1508914 |
Comparing US and European perspectives on B2B repair service quality for mission-critical equipment
Mark Peterson, Gary Gregory, James M. Munch
(pp. 353-368)
Keywords:
Europe,
Markets,
Mission achievement,
Service levels,
United States of America
ArticleType: Research paper
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(129 KB)
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| 1508915 |
Beyond disconfirmation: The role of generosity and surprise
Brian C. Imrie
(pp. 369-383)
Keywords:
Culture (sociology),
Customer service management,
Quality
ArticleType: Research paper
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(187 KB)
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