The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
Cultural Influences on Service Quality Expectations
Abstract
Service quality has been conceptualized as the difference between perceived service performance and expected service level. The authors study the effect of consumers' cultural orientation on their service quality expectations. Using the Hofstede dimensions of culture operationalized at the individual level and the dimensions of service quality from the SERVQUAL scale, they develop and test hypotheses relating dimensions of culture with overall service expectations and dimensions of those expectations. Results show that consumers low on power distance have high overall service quality expectations and expect responsive and reliable service. Individualistic consumers have high overall service quality expectations and expect empathy and assurance from the service provider Consumers high on uncertainty avoidance and short-termoriented consumers have high overall service quality expectations.
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Cites
Hui, C. H., & Triandis, H. C. (1986) · Journal of Cross-Cultural Psychology · doi:10.1177/0022002186017002006 · Cited by 1,154
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Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts
Mattila, A. S., & Patterson, P. G. (2004) · Journal of Service Research · doi:10.1177/1094670503262947 · Cited by 325
Malhotra, N. K., Ulgado, F. M., Agarwal, J., Shainesh, G., & Wu, L. (2005) · International Marketing Review · doi:10.1108/02651330510602204 · Cited by 319
Ganguly, B., Dash, S. B., Cyr, D., & Head, M. (2010) · International Journal of Electronic Business · doi:10.1504/ijeb.2010.035289 · Cited by 314
Reimann, M., Lünemann, U. F., & Chase, R. B. (2008) · Journal of Service Research · doi:10.1177/1094670508319093 · Cited by 191
Reconceptualizing Service Encounter Quality in a Non-Western Context
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Choi, S., & Mattila, A. S. (2006) · Cornell Hotel and Restaurant Administration Quarterly · doi:10.1177/0010880405281681 · Cited by 86
Making Sense of SERVQUAL's Dimensions to the Chinese Customers in Macau
Lam, T. K. P. (2002) · Journal of Market-Focused Management · doi:10.1023/a:1012575412058 · Cited by 75
E-Service Quality: A Meta-Analytic Review
Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015) · Journal of Retailing · doi:10.1016/j.jretai.2015.05.004 · Cited by 65
Consumer perception of price fairness and dynamic pricing: Evidence from Booking.com
Alderighi, M., Nava, C. R., Calabrese, M., Christille, J.-M., & Salvemini, C. B. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.03.017 · Cited by 63
Pick, D., & Eisend, M. (2016) · Journal of International Marketing · doi:10.1509/jim.15.0139 · Cited by 54
Graham Saunders, S. (2008) · Managing Service Quality: An International Journal · doi:10.1108/09604520810898820 · Cited by 28
Steiner, P. H., & Maas, P. (2018) · International Journal of Bank Marketing · doi:10.1108/ijbm-12-2016-0183 · Cited by 24
How do cultural factors affect loyalty behaviour in retailing? The central role of social proximity
Charinsarn, A. R., Diallo, M. F., & Lambey-Checchin, C. (2023) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-09-2022-0314 · Cited by 15
Metadata
- Authors
- Donthu, N., & Yoo, B.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 1998-11
- Volume
- 1
- Issue
- 2
- Pages
- 178-186
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2171257895
- Cited by
- 772
- References
- 1
- FWCI
- 8.44
- Type
- journal article
- Language
- en
- Open access
- closed
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