Ueltschy, Linda C. and Laroche, Michel and Rita, Paulo and Bocaranda, Claudia (2008) A Pan-European Approach to Customer Satisfaction: An Optimal Strategy? Multinational Business Review, 16 (3). pp. 41-72. ISSN 1525-383X
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Official URL: http://dx.doi.org/10.1108/1525383X200800013
Abstract
This study investigated the viability of using a Pan-European approach for professional service offerings in Europe by first establishing measurement equivalence and then exploring the influence of culture on service quality and customer satisfaction. Utilizing scenarios involving a dental office visit, respondents from Portugal, France, and Germany participated in a 2X2 factorial experiment in which the researchers manipulated both expectations (low/high) and service performance (low/high). Respondents from France and Portugal expressed similar levels of customer satisfaction and perceived service quality, which were significantly different from those of the German respondents except when both expectations and performance were low.
| Divisions: | Concordia University > John Molson School of Business > Marketing |
|---|---|
| Item Type: | Article |
| Refereed: | Yes |
| Authors: | Ueltschy, Linda C. and Laroche, Michel and Rita, Paulo and Bocaranda, Claudia |
| Journal or Publication: | Multinational Business Review |
| Date: | 2008 |
| Keywords: | Customer satisfaction, Front-line employees, Service delivery, Service firms, Service quality |
| ID Code: | 973761 |
| Deposited By: | ANDREA MURRAY |
| Deposited On: | 11 Apr 2012 14:34 |
| Last Modified: | 11 Apr 2012 14:34 |
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