کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1018731 940363 2009 8 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Is there really an Asian connection? Professional service quality perceptions and customer satisfaction
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری کسب و کار و مدیریت بین المللی
پیش نمایش صفحه اول مقاله
Is there really an Asian connection? Professional service quality perceptions and customer satisfaction
چکیده انگلیسی

Scenarios involving dental services investigate whether Asian cultures are similar enough to allow standardization of service offerings. The authors control and manipulate levels of service quality and performance to yield a 2 × 2 experimental design, with Japanese, Chinese, and Korean subjects (N = 637) selected to test the invariance of the measures. The findings yield significant cultural differences with the Chinese respondents perceiving significantly higher service quality and expressing greater customer satisfaction when performance is high and expressing less customer satisfaction when performance is low than do the Japanese and Korean respondents. Thus, even though all three countries are considered high-context cultures, having their roots in Confucianism, differences in national culture lead to the conclusion that “one size does not fit all” in terms of service offerings.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Business Research - Volume 62, Issue 10, October 2009, Pages 972–979
نویسندگان
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