Designing and positioning food services for multicultural markets

Cornell Hotel and Restaurant Administration Quarterly

Volumn 40, Issue 6, 1999, Pages 76-87

  Verma, Rohit ^a   Pullman, Madeleine E ^a   Goodale, John C ^a  

^a NONE

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EID: 0033473971     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1016/s0010-8804(00)87467-4     Document Type: Article

References (39)

1. 1 Often referred to as "throughput."
2. 2 For an extensive review, see: T. Clark, "International Marketing and National Character: A Review and Proposal for an Integrative Theory," Journal of Marketing, Vol. 54, No. 4 (1990), pp. 66-79.
3. 3 See: Clark, pp. 66-79; S.C. Jain, "Standardization of International Marketing Strategy: Some Research Hypotheses," Journal of Marketing, Vol. 53, No. 1(1989), pp. 70-79; and R. Martenson, "Is Standardization of Marketing Feasible in Culture-bound Industries? A European Case Study," International Marketing Review, Vol. 4, No. 3 (1987), pp. 7-17.
4. 3 See: Clark, pp. 66-79; S.C. Jain, "Standardization of International Marketing Strategy: Some Research Hypotheses," Journal of Marketing, Vol. 53, No. 1(1989), pp. 70-79; and R. Martenson, "Is Standardization of Marketing Feasible in Culture-bound Industries? A European Case Study," International Marketing Review, Vol. 4, No. 3 (1987), pp. 7-17.
5. 3 See: Clark, pp. 66-79; S.C. Jain, "Standardization of International Marketing Strategy: Some Research Hypotheses," Journal of Marketing, Vol. 53, No. 1(1989), pp. 70-79; and R. Martenson, "Is Standardization of Marketing Feasible in Culture-bound Industries? A European Case Study," International Marketing Review, Vol. 4, No. 3 (1987), pp. 7-17.
6. 4 N. Donthu and B. Yoo, "Cultural Influence on Service Quality Expectations," Journal of Service Research, Vol. 1, No. 2 (1998), pp. 178-186.
7. 5 M. Lee and F. Ulgado, "Consumer Evaluations of Fast-food Services: A Cross-national Comparison," Journal of Services Marketing, Vol. 11, No. 1 (1997), pp. 39-52.
8. 6 P. Kolesar, G. Van Ryzin, and W. Cutler, "Creating Customer Value through Industrialized Intimacy," Strategy and Business, Vol. 12 (1998), pp. 33-43.
9. 7 See: N. Klein, W. E. Sasser, and T.O. Jones, "The Ritz-Carlton: Using Information Systems to Better Serve the Customer," Harvard Business School Case 9-395-064 (1995); and Dubé and Renaghan, "Surprisingly Simple Routes to the Top," in this issue of Cornell Quarterly, pp. 34-41.
10. 7 See: N. Klein, W. E. Sasser, and T.O. Jones, "The Ritz-Carlton: Using Information Systems to Better Serve the Customer," Harvard Business School Case 9-395-064 (1995); and Dubé and Renaghan, "Surprisingly Simple Routes to the Top," in this issue of Cornell Quarterly, pp. 34-41.
11. 8 N. Klein and W.E. Sasser, "British Airways: Using Information Systems to Better Serve the Customer," Harvard Business School Case 9-395-065 (1994).
12. 9 R.E. Kordupleski, R.T. Rust, and A.J. Zahorik, "Why Improving Quality Doesn't Improve Quality (or, Whatever Happened to Marketing?)," California Management Review, Spring 1993, pp. 82-95.
13. 10 See: Glenn Withiam, "Wa No Kutsurogi," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 1 (February 1992), p. 14.
14. 11 See: Rohit Verma and Gary Thompson, "Basing Service Management on Customer Determinants: The Importance of Hot Pizza," Cornell Hotel and Restaurant Administration Quarterly, Vol. 37, No. 3 (June 1996), pp. 18-23; and M. Pullman and W. Moore, "Optimal Service Design: Integrating Marketing and Operations Perspectives for Capacity Decisions," International Journal of Service Industry Management, in press (1999).
15. 11 See: Rohit Verma and Gary Thompson, "Basing Service Management on Customer Determinants: The Importance of Hot Pizza," Cornell Hotel and Restaurant Administration Quarterly, Vol. 37, No. 3 (June 1996), pp. 18-23; and M. Pullman and W. Moore, "Optimal Service Design: Integrating Marketing and Operations Perspectives for Capacity Decisions," International Journal of Service Industry Management, in press (1999).
16. 12 For a detailed theoretical and statistical background of DCA, see: M. Ben-Akiva and S.R. Lerman, Discrete Choice Analysis (Cambridge, MA: MIT Press, 1991); or D. McFadden, "The Choice Theory Approach to Market Research," Marketing Science, Vol. 5, No. 4 (1986), pp. 275-297.
17. 12 For a detailed theoretical and statistical background of DCA, see: M. Ben-Akiva and S.R. Lerman, Discrete Choice Analysis (Cambridge, MA: MIT Press, 1991); or D. McFadden, "The Choice Theory Approach to Market Research," Marketing Science, Vol. 5, No. 4 (1986), pp. 275-297.
18. 13 See: Ben-Akiva, op. cit.; P.E. Green and A.M. Krieger, "Individualized Hybrid Models for Conjoint Analysis," Management Science, Vol. 42, No. 6 (1996), pp. 850-867; and J.J. Louviève and H. Timmermans, "Stated Preference and Choice Models Applied to Recreation Research: A Review," Leisure Sciences, Vol. 12 (1990), pp. 9-32.
19. 13 See: Ben-Akiva, op. cit.; P.E. Green and A.M. Krieger, "Individualized Hybrid Models for Conjoint Analysis," Management Science, Vol. 42, No. 6 (1996), pp. 850-867; and J.J. Louviève and H. Timmermans, "Stated Preference and Choice Models Applied to Recreation Research: A Review," Leisure Sciences, Vol. 12 (1990), pp. 9-32.
20. 13 See: Ben-Akiva, op. cit.; P.E. Green and A.M. Krieger, "Individualized Hybrid Models for Conjoint Analysis," Management Science, Vol. 42, No. 6 (1996), pp. 850-867; and J.J. Louviève and H. Timmermans, "Stated Preference and Choice Models Applied to Recreation Research: A Review," Leisure Sciences, Vol. 12 (1990), pp. 9-32.
21. 14 P. Freathy and F. O'Connell, "Supply-chain Relationships within Airport Retailing," International Journal of Physical Distribution and Logisitics Management, Vol. 28, No. 6 (1998), pp. 451-462.
22. 15 See: G. Hofstede, Culture's Consequences (Beverly Hills, CA: Sage Publications, 1980); and Lee and Ulgado, pp. 39-52.
23. 15 See: G. Hofstede, Culture's Consequences (Beverly Hills, CA: Sage Publications, 1980); and Lee and Ulgado, pp. 39-52.
24. 16 See: Clark, pp. 66-79; T. Clark, D. Rajaratnam, and T. Smith, "Toward a Theory of International Services: Marketing Intangibles in a World of Nations," Journal of International Marketing, Vol. 4, No. 2 (1996), pp. 9-28; Jain, pp. 70-79; and Martenson, pp. 7-17.
25. 16 See: Clark, pp. 66-79; T. Clark, D. Rajaratnam, and T. Smith, "Toward a Theory of International Services: Marketing Intangibles in a World of Nations," Journal of International Marketing, Vol. 4, No. 2 (1996), pp. 9-28; Jain, pp. 70-79; and Martenson, pp. 7-17.
26. 16 See: Clark, pp. 66-79; T. Clark, D. Rajaratnam, and T. Smith, "Toward a Theory of International Services: Marketing Intangibles in a World of Nations," Journal of International Marketing, Vol. 4, No. 2 (1996), pp. 9-28; Jain, pp. 70-79; and Martenson, pp. 7-17.
27. 16 See: Clark, pp. 66-79; T. Clark, D. Rajaratnam, and T. Smith, "Toward a Theory of International Services: Marketing Intangibles in a World of Nations," Journal of International Marketing, Vol. 4, No. 2 (1996), pp. 9-28; Jain, pp. 70-79; and Martenson, pp. 7-17.
28. 17 See: L. Copeland and L. Griggs, Going International (New York: Random House, 1985); and E.T. Hall and M.R. Hall, Understanding Cultural Differences (Yarmouth, ME: Intercultural Press, 1990).
29. 17 See: L. Copeland and L. Griggs, Going International (New York: Random House, 1985); and E.T. Hall and M.R. Hall, Understanding Cultural Differences (Yarmouth, ME: Intercultural Press, 1990).
30. 18 Hofstede, op. cit.
31. 19 For example, see: A. Griffin and J.R. Hauser, "The Voice of the Customer," Marketing Science, Vol. 12, No. 1 (1993), pp. 1-27.
32. 20 J.J. Louviere, Analyzing Individual Decision Making: Metric Conjoint Analysis (Newbury Park, CA: Sage Publications, 1988).
33. 21 For example, see: G.J. Hahn and S.S. Shapiro, "A Catalog and Computer Program for the Design and Analysis of Orthogonal Symmetric and Asymmmetric Fractional Factorial Experiments" (Schenectady, NY: Technical Report Number 66-C 165, 1966). See also: R. McLean and V. Anderson, Applied Factorial and Fractional Designs (New York: Marcel Deckker, 1984).
34. 21 For example, see: G.J. Hahn and S.S. Shapiro, "A Catalog and Computer Program for the Design and Analysis of Orthogonal Symmetric and Asymmmetric Fractional Factorial Experiments" (Schenectady, NY: Technical Report Number 66-C 165, 1966). See also: R. McLean and V. Anderson, Applied Factorial and Fractional Designs (New York: Marcel Deckker, 1984).
35. 22 See: R. W. Brislin, "Back Translation for Cross-cultural Research," Journal of Cross-cultural Psychology, Vol. 1 (1970), pp. 185-216; and H.C. Triandis, "Methodological Problems of Comparative Research," International Journal of Psychology, Vol. 11, No. 3 (1976).
36. 22 See: R. W. Brislin, "Back Translation for Cross-cultural Research," Journal of Cross-cultural Psychology, Vol. 1 (1970), pp. 185-216; and H.C. Triandis, "Methodological Problems of Comparative Research," International Journal of Psychology, Vol. 11, No. 3 (1976).
37. 2 statistic and was developed by: J. Swait and J.J. Louviere, "The Role of the Scale Parameter in the Estimation and Comparison of Multinomial Logit Models," Journal of Marketing Research, Vol. 30 (1993), pp. 305-314.
38. 2 statistic and was developed by: J. Swait and J.J. Louviere, "The Role of the Scale Parameter in the Estimation and Comparison of Multinomial Logit Models," Journal of Marketing Research, Vol. 30 (1993), pp. 305-314.
39. 24 For a discussion of the cost and revenue outcomes of adding complexity to a service operation, see Enz, Potter, and Siguaw, on pp. 54-62 of this Cornell Quarterly.