English
Ciência-IUL
Publicações
Descrição Detalhada da Publicação
Título Revista
Multinational Business Review
Ano (publicação definitiva)
2008
Língua
Inglês
País
Reino Unido
Mais Informação
Web of Science®
Scopus
Google Scholar
Abstract/Resumo
This study investigated the viability of using a Pan?European approach for professional service offerings in Europe by first establishing measurement equivalence and then exploring the influence of culture on service quality and customer satisfaction. Utilizing scenarios involving a dental office visit, respondents from Portugal, France, and Germany participated in a 2X2 factorial experiment in which the researchers manipulated both expectations (low/high) and service performance (low/high). Respondents from France and Portugal expressed similar levels of customer satisfaction and perceived service quality, which were significantly different from those of the German respondents except when both expectations and performance were low
Agradecimentos/Acknowledgements
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Palavras-chave
Service quality, Customer satisfaction, Service firms, Service delivery, Front?line employees
Classificação Fields of Science and Technology
- Economia e Gestão - Ciências Sociais
