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A Pan-European Approach to Customer Satisfaction: An Optimal Strategy?

Title:

A Pan-European Approach to Customer Satisfaction: An Optimal Strategy?

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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