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Title: A Pan-European approach to customer satisfaction: an optimal strategy?
Authors: Ueltschy, L.
Laroche, M.
Rita, P.
Bocaranda, C.
Keywords: Service quality
Customer satisfaction
Service firms
Service delivery
Front‐line employees
Issue Date: 2008
Publisher: Emerald Group Publishing Ltd.
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
Peer reviewed: Sim
ISSN: 1525-383X
Publisher version: The definitive version is available at:
Appears in Collections:BRU-RI - Artigos em revistas científicas internacionais com arbitragem científica

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