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Ueltschy, L., Laroche, M., Rita, P. & Bocaranda, C. (2008). A Pan-European approach to customer satisfaction: an optimal strategy?. Multinational Business Review. 16 (3), 41-72

L. Ueltschy et al.,  "A Pan-European approach to customer satisfaction: an optimal strategy?", in Multinational Business Review, vol. 16, no. 3, pp. 41-72, 2008

@article{ueltschy2008_1714785928147,
	author = "Ueltschy, L. and Laroche, M. and Rita, P. and Bocaranda, C.",
	title = "A Pan-European approach to customer satisfaction: an optimal strategy?",
	journal = "Multinational Business Review",
	year = "2008",
	volume = "16",
	number = "3",
	doi = "10.1108/1525383X200800013",
	pages = "41-72",
	url = "http://www.emeraldinsight.com/doi/abs/10.1108/1525383X200800013"
}

TY  - JOUR
TI  - A Pan-European approach to customer satisfaction: an optimal strategy?
T2  - Multinational Business Review
VL  - 16
IS  - 3
AU  - Ueltschy, L.
AU  - Laroche, M.
AU  - Rita, P.
AU  - Bocaranda, C.
PY  - 2008
SP  - 41-72
SN  - 1525-383X
DO  - 10.1108/1525383X200800013
UR  - http://www.emeraldinsight.com/doi/abs/10.1108/1525383X200800013
AB  - 
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
ER  -