Reconceptualizing Service Encounter Quality in a Non-Western Context
Abstract
This article seeks to explore the domain of service encounter quality as it exists in a non-Western culture and proceeds to develop a culturally sensitive multiple-item scale, PAKSERV. Both classical testing methods and item response theory measures were used for scale purification. The scale shows high internal reliability, convergent and discriminant validity at the scale level, and moderate to high category discrimination and information content at the item level. Multiple antecedents of encounter quality are discussed to explain the variation in encounter quality evaluations. Hypotheses are developed about the impact of a personal value system, national culture orientation, and consumer context variables on how consumers assign the importance weights to the dimensions of encounter quality. Using conjoint analysis, hypotheses are tested and quality management guidelines for service managers are developed.
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
Raajpoot (2004) verified tangibility and reliability as SERVQUAL dimensions of service quality.
“Following this, Raajpoot (2004) engaged a mixed-method methodology (PAKSERV) in his study in Pakistan, and the results verified several SERVQUAL dimensions of service quality, i.e. tangibility and reliability.”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Raajpoot (2004)
Culture strongly influences customers' expectations.
“Culture therefore strongly influences customers' expectations (Raajpoot, 2004;Alnaser et al., 2018).”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Raajpoot, 2004
Due to cultural differences between western and Asian countries, the SERVQUAL dimensions proposed by Parasuraman et al. (1988) are irrelevant in the context of Asian countries such as Pakistan.
“Following his finding, he concluded that due to the cultural differences between the western and Asian countries, the dimensions on service quality conducted in the United States (SERVQUAL), as proposed by Parasuranam et al. (1988), deem irrelevant in the context of Asian countries such as Pakistan.”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Raajpoot (2004)
Service quality and customer satisfaction is a cultural phenomenon and is essential to be grounded in a local cultural context.
“hence it confirms that service quality and customers' satisfaction is a cultural phenomenon and is essential to be grounded in a local cultural context (Raajpoot, 2004;Malhotra et al., 2005;Moghavvemi et al., 2018).”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Raajpoot, 2004
Even if the same dimension is applicable, it can be interpreted differently between the two cultures.
“second, even if the same dimension is applicable, it can be interpreted differently between the two cultures.”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Raajpoot (2004)
Culture causes the emergence of different dimensions of service quality.
“first, culture causes the emergence of different dimensions of service quality”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Raajpoot (2004)
Culture significantly influenced the dimensions of service quality.
“Raajpoot (2004) in his study on service quality in Pakistan provided evidence that culture (Hofstede, 2003) significantly influenced the dimensions of service quality.”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Raajpoot (2004)
The formality dimension is low-ranked based on the results, contradicting Raajpoot (2004) but supporting Saunders (2008) and Kashif et al. (2016).
“Interestingly, the formality dimension though being important is low-ranked based on the results of this study.This contradicts with the work of Raajpoot (2004) but nevertheless supports the findings of Saunders (2008) and Kashif et al. (2016)”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Raajpoot, 2004
Paying attention on personalization is understandable because Asian culture is attributed to a greater acknowledgment of social status and power distance.
“As Asian culture is attributed to a greater acknowledgment of social status and power distance (Raajpoot, 2004), paying attention on personalization is understandable.”
From Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020) · cites this paper as Raajpoot, 2004
Cited by
Sorted by citations
Reimann, M., Lünemann, U. F., & Chase, R. B. (2008) · Journal of Service Research · doi:10.1177/1094670508319093 · Cited by 191 · see citing works
Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust
Haron, R., Abdul Subar, N., & Ibrahim, K. (2020) · Islamic Economic Studies · doi:10.1108/ies-12-2019-0041 · Cited by 130 · see citing works
- Authors
- Raajpoot, N.
- Affiliations
- HEC Montréal (CA)
- Corresponding author
- Raajpoot, Nusser
- ORCID
- Raajpoot, Nusser
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2004-11
- Volume
- 7
- Issue
- 2
- Pages
- 181-201
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2120127888
- Cited by
- 177
- References
- 0
- Citations by year
- 2026: 4 · 2025: 4 · 2024: 5 · 2023: 8 · 2022: 7 · 2021: 12 · 2020: 13 · 2019: 9 · 2018: 11 · 2017: 14 · 2016: 14 · 2015: 12 · 2014: 10 · 2013: 8 · 2012: 8
- FWCI
- 3.40
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Service Research (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
- Keywords
- scale development, non-Western cultures, cultural sensitivity, personal value systems, importance weights, service quality management, item response theory
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
