Please use this identifier to cite or link to this item:
http://hdl.handle.net/10071/10559
Author(s): | Ueltschy, L. Laroche, M. Rita, P. Bocaranda, C. |
Date: | 2008 |
Title: | A Pan-European approach to customer satisfaction: an optimal strategy? |
Volume: | 16 |
Number: | 3 |
Pages: | 41-72 |
ISSN: | 1525-383X |
Keywords: | Service quality Customer satisfaction Service firms Service delivery Front‐line employees |
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 |
Peerreviewed: | Sim |
Access type: | Embargoed Access |
Appears in Collections: | BRU-RI - Artigos em revistas científicas internacionais com arbitragem científica |
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File | Description | Size | Format | |
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publisher_version_2008_MBR.pdf Restricted Access | 394,41 kB | Adobe PDF | View/Open Request a copy |
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