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Service quality and satisfaction: an international comparison of professional services perceptions

Title:

Service quality and satisfaction: an international comparison of professional services perceptions

Ueltschy, Linda C. and Laroche, Michel and Eggert, Axel and Bindl, Uta (2007) Service quality and satisfaction: an international comparison of professional services perceptions. Journal of Services Marketing, 21 (6). pp. 410-423. ISSN 0887-6045

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Official URL: http://dx.doi.org/10.1108/08876040710818903

Abstract

Purpose – This study aims to examine the applicability of key measures of service quality and customer satisfaction in a cross-cultural setting, first establishing measurement equivalence and then investigating the impact of culture on these measures.

Design/methodology/approach – Using scenarios involving a visit to the dentist's office, respondents from Germany, Japan, and the USA participated in a 2 × 2 factorial experiment in which the authors manipulated both expectations (low/high) and service performance (low/high).

Findings – Regardless of expectations, when performance was low, the low-context respondents (USA and Germany) perceived lower quality than did the respondents from the high-context country (Japan), but gave higher quality ratings than did the Japanese respondents when the performance was high.

Practical implications – The findings of this study highlight the necessity of considering culture when interpreting customer satisfaction ratings.

Originality/value – This research adds credence to the paramount role culture plays in consumers' ratings of perceived service quality and customer satisfaction.

Divisions:Concordia University > John Molson School of Business > Marketing
Item Type:Article
Refereed:Yes
Authors:Ueltschy, Linda C. and Laroche, Michel and Eggert, Axel and Bindl, Uta
Journal or Publication:Journal of Services Marketing
Date:2007
Keywords:Competitive advantage, Cross-cultural studies, Customer satisfaction, Customer services quality, Professional services
ID Code:973669
Deposited By:ANDREA MURRAY
Deposited On:18 Mar 2012 12:57
Last Modified:18 Mar 2012 12:57
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