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Is there really an Asian connection? Professional service quality perceptions and customer satisfaction |
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| Authors: | Linda C Ueltschy Michel Laroche Man Zhang Hyuksoo Cho Ren Yingwei |
| Institution: | a Bowling Green State University, College of Business Administration, Bowling Green, OH 43403, USA b John Molson School of Business, Concordia University, 1455 de Maisonneuve Boul. West, Montreal, Quebec, Canada c College of Business Administration, Bowling Green State University, Bowling Green, OH 43403, USA d Department of International Commerce, College of Economics and Commerce, Keimyung University, Daegu, Republic of Korea e Department of Human Resource Management, College of Business Administration, Southwestern University of Finance and Economics, Chengdu, Sichuan, China |
| Abstract: | 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. |
| Keywords: | Professional services Service quality Customer satisfaction |
| 本文献已被 ScienceDirect 等数据库收录！ | |