The Impact of Information Sources on Service Quality Expectations: a Cross-Cultural Comparison

Autor:	Michel Laroche, Maria Kalamas, Adélaïde Cézard
Rok vydání:	2014
Předmět:	Service (business) Individualism Service quality Collectivism Marketing Service provider Psychology Cross-cultural studies Test (assessment)
Zdroj:	Developments in Marketing Science: Proceedings of the Academy of Marketing Science ISBN: 9783319118819
DOI:	10.1007/978-3-319-11882-6_54
Popis:	We explore how individualists and collectivists use internal and external information sources to form should and will service expectations. Our focus is airlines and subjects are experienced consumers. We measure individualism and collectivism at the subcultural level, test for invariance using multigroup comparison, and suggest directions for future research and implications for service providers.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::69b3b062a3f531fe5632153d00c115f0 https://doi.org/10.1007/978-3-319-11882-6_54 Zobrazit plný text záznamu