Utilize este identificador para referenciar este registo: http://hdl.handle.net/10071/10559
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dc.contributor.authorUeltschy, L.-
dc.contributor.authorLaroche, M.-
dc.contributor.authorRita, P.-
dc.contributor.authorBocaranda, C.-
dc.date.accessioned2016-01-06T16:41:00Z-
dc.date.available2016-01-06T16:41:00Z-
dc.date.issued2008-
dc.identifier.issn1525-383Xpor
dc.identifier.urihttps://ciencia.iscte-iul.pt/public/pub/id/10166-
dc.identifier.urihttp://hdl.handle.net/10071/10559-
dc.description.abstractThis 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 lowpor
dc.language.isoengpor
dc.publisherEmerald Group Publishing Ltd.por
dc.rightsembargoedAccesspor
dc.subjectService qualitypor
dc.subjectCustomer satisfactionpor
dc.subjectService firmspor
dc.subjectService deliverypor
dc.subjectFront‐line employeespor
dc.titleA Pan-European approach to customer satisfaction: an optimal strategy?por
dc.typearticleen_US
dc.pagination41-72por
dc.publicationstatusPublicadopor
dc.peerreviewedSimpor
dc.relation.publisherversionThe definitive version is available at: http://dx.doi.org/10.1108/1525383X200800013por
dc.journalMultinational Business Reviewpor
dc.distributionInternacionalpor
dc.volume16por
dc.number3por
degois.publication.firstPage41por
degois.publication.lastPage72por
degois.publication.issue3por
degois.publication.titleMultinational Business Reviewpor
dc.date.updated2016-01-06T16:39:33Z-
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