Service quality delivery in a cross-national context |
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Authors: | Ying Zhu Susan Freeman S. Tamer Cavusgil |
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Affiliation: | 1. Georgia State University, 35 Broad Street, Suite 1424, Atlanta, GA 30303, USA;2. The University of South Australia, Business School, North Terrace, Adelaide, SA 5000, Australia;3. Leeds University Business School |
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Abstract: | Consumption of a broad range of services ranging from tourism to hospitality by an increasingly global mix of customers, especially from the new millennium of the emerging middle class, is creating an interesting challenge for service providers. What are the macro-environmental (cultural, historical, economic, political etc.) influences on service culture and on service quality delivery? Drawing on the expectancy-disconfirmation theory, this qualitative study provides insights on profound macro-environmental drivers of attitudes towards service quality delivery from a cross-national context. Based on comparative, country-based industry insights that highlight employee attitudes from advanced and emerging markets, we discuss the impact from a cross-national service quality delivery perspective. By examining comparative country contexts in growing service sectors, as in hospitality and tourism, we develop and present a conceptual model of cross-national service quality delivery. |
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Keywords: | Service culture International comparison Expectancy-disconfirmation theory Service quality delivery |
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