메뉴 건너뛰기




Volumn 17, Issue 3, 2007, Pages 275-297

The influence of culture on perceptions of service employee behavior

Author keywords

Cross cultural management; Customer satisfaction; Employee behaviour; Food service; Restaurants; Service levels

Indexed keywords


EID: 34249334994     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520710744308     Document Type: Article
Times cited : (52)

References (84)
  • 1
    • 0040910808 scopus 로고
    • "Dimensions of service quality: A study in Istanbul"
    • Akan, P. (1995), "Dimensions of service quality: A study in Istanbul", Managing Service Quality, Vol. 5 No. 6, pp. 39-43.
    • (1995) Managing Service Quality , vol.5 , Issue.6 , pp. 39-43
    • Akan, P.1
  • 2
    • 0010763065 scopus 로고
    • "Consumer uses of common dimensions in the appraisal of services"
    • in Mitchell, A.A. (Ed.), Association for Consumer Research, Ann Arbor, MI
    • Bateson, J.E.G. and Langeard, E. (1982), "Consumer uses of common dimensions in the appraisal of services", in Mitchell, A.A. (Ed.), Advances in Consumer Research, Vol. 9, Association for Consumer Research, Ann Arbor, MI, pp. 173-6.
    • (1982) Advances in Consumer Research , vol.9 , pp. 173-176
    • Bateson, J.E.G.1    Langeard, E.2
  • 3
    • 0033096154 scopus 로고    scopus 로고
    • "The effect of cultural orientation on the service timing preferences of customers in casual dining operations: An exploratory study"
    • Becker, C. and Murrmann, S.K. (1999), "The effect of cultural orientation on the service timing preferences of customers in casual dining operations: An exploratory study", International Journal of Hospitality Management, Vol. 18 No. 1, pp. 59-65.
    • (1999) International Journal of Hospitality Management , vol.18 , Issue.1 , pp. 59-65
    • Becker, C.1    Murrmann, S.K.2
  • 4
    • 0041879438 scopus 로고    scopus 로고
    • "The effect of cultural differences on service encounter satisfaction"
    • AMA, Chicago, IL
    • Bianchi, C. (2001), "The effect of cultural differences on service encounter satisfaction", American Marketing Association Conference Proceedings, AMA, Chicago, IL, Vol. 12, pp. 46-52.
    • (2001) American Marketing Association Conference Proceedings , vol.12 , pp. 46-52
    • Bianchi, C.1
  • 5
    • 0001965293 scopus 로고
    • "The service encounter: Diagnosing favorable and unfavorable incidents"
    • Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), "The service encounter: Diagnosing favorable and unfavorable incidents", Journal of Marketing, Vol. 54 No. 1, pp. 71-84.
    • (1990) Journal of Marketing , vol.54 , Issue.1 , pp. 71-84
    • Bitner, M.J.1    Booms, B.H.2    Tetreault, M.S.3
  • 8
    • 0000429475 scopus 로고
    • "A multistage model of customers' assessments of service quality and value"
    • Bolton, R.N. and Drew, J.D. (1991), "A multistage model of customers' assessments of service quality and value", Journal of Consumer Research, Vol. 17 No. 40, pp. 375-97.
    • (1991) Journal of Consumer Research , vol.17 , Issue.40 , pp. 375-397
    • Bolton, R.N.1    Drew, J.D.2
  • 9
    • 0028512667 scopus 로고
    • "What attributes determine quality and satisfaction with health care delivery?"
    • Bowers, M.R., Swan, J.E. and Koehler, W.F. (1994), "What attributes determine quality and satisfaction with health care delivery?", Health Care Management Review, Vol. 19 No. 4, pp. 49-55.
    • (1994) Health Care Management Review , vol.19 , Issue.4 , pp. 49-55
    • Bowers, M.R.1    Swan, J.E.2    Koehler, W.F.3
  • 10
    • 84985123267 scopus 로고
    • "Comparative research methodology: Cross-culture studies"
    • Brislin, R.W. (1976), "Comparative research methodology: cross-culture studies", International Journal of Psychology, Vol. 11, pp. 215-29.
    • (1976) International Journal of Psychology , vol.11 , pp. 215-229
    • Brislin, R.W.1
  • 11
    • 0002596497 scopus 로고
    • "Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions"
    • Carman, J.M. (1990), "Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions", Journal of Retailing, Vol. 66 No. 1, pp. 33-55.
    • (1990) Journal of Retailing , vol.66 , Issue.1 , pp. 33-55
    • Carman, J.M.1
  • 13
    • 0001641201 scopus 로고
    • "Research design effects on the reliability of rating scales: A meta-analysis"
    • Churchill, G. and Peter, P. (1984), "Research design effects on the reliability of rating scales: A meta-analysis", Journal of Marketing Research, Vol. 21, pp. 360-75.
    • (1984) Journal of Marketing Research , vol.21 , pp. 360-375
    • Churchill, G.1    Peter, P.2
  • 16
    • 0003056894 scopus 로고
    • "Relationship quality in services selling: An interpersonal influence perspective"
    • Crosby, L.A., Evans, K.R. and Cowles, D. (1990), "Relationship quality in services selling: An interpersonal influence perspective", Journal of Marketing, Vol. 54 No. 3, pp. 68-81.
    • (1990) Journal of Marketing , vol.54 , Issue.3 , pp. 68-81
    • Crosby, L.A.1    Evans, K.R.2    Cowles, D.3
  • 18
    • 5444241536 scopus 로고    scopus 로고
    • "Changing consumer demands create opportunities for US food system"
    • Davis, E.D. and Stewart, H. (2002), "Changing consumer demands create opportunities for US food system", Food Review, Vol. 25 No. 1, pp. 19-23.
    • (2002) Food Review , vol.25 , Issue.1 , pp. 19-23
    • Davis, E.D.1    Stewart, H.2
  • 19
    • 0001125968 scopus 로고    scopus 로고
    • "Cultural influences of service quality expectations"
    • Donthu, N. and Yoo, B. (1998), "Cultural influences of service quality expectations", Journal of Service Resarch, Vol. 1 No. 2, pp. 178-86.
    • (1998) Journal of Service Resarch , vol.1 , Issue.2 , pp. 178-186
    • Donthu, N.1    Yoo, B.2
  • 20
    • 84990370545 scopus 로고    scopus 로고
    • "The relationships between culture and service quality perceptions: Basis for cross-cultural market segmentation and resource allocation"
    • Furrer, O., Liu, B.S. and Sudharshanan, D. (2000), "The relationships between culture and service quality perceptions: Basis for cross-cultural market segmentation and resource allocation", Journal of Service Research, Vol. 2 No. 4, pp. 355-71.
    • (2000) Journal of Service Research , vol.2 , Issue.4 , pp. 355-371
    • Furrer, O.1    Liu, B.S.2    Sudharshanan, D.3
  • 21
    • 84986145763 scopus 로고    scopus 로고
    • "Exploring Chinese cultural influences and hospitality marketing relationships"
    • Gilbert, D. and Tsao, J. (2000), "Exploring Chinese cultural influences and hospitality marketing relationships", International Journal of Contemporary Hospitality Management, Vol. 12 No. 1, pp. 45-55.
    • (2000) International Journal of Contemporary Hospitality Management , vol.12 , Issue.1 , pp. 45-55
    • Gilbert, D.1    Tsao, J.2
  • 23
    • 0010682980 scopus 로고
    • "Courtesy and friendliness: Conflicting goals for the service provider?"
    • Goodwin, C. and Smith, K.L. (1990), "Courtesy and friendliness: Conflicting goals for the service provider?", Journal of Services Marketing, Vol. 4 No. 1, pp. 5-20.
    • (1990) Journal of Services Marketing , vol.4 , Issue.1 , pp. 5-20
    • Goodwin, C.1    Smith, K.L.2
  • 24
    • 0141969636 scopus 로고    scopus 로고
    • "Assessing the theatrical components of the service encounter: A cluster analysis examination"
    • Grove, S.J., Fisk, R.P. and Dorsch, M.J. (1998), "Assessing the theatrical components of the service encounter: A cluster analysis examination", The Service Industries Journal, Vol. 18 No. 3, pp. 116-34.
    • (1998) The Service Industries Journal , vol.18 , Issue.3 , pp. 116-134
    • Grove, S.J.1    Fisk, R.P.2    Dorsch, M.J.3
  • 26
    • 1142291031 scopus 로고    scopus 로고
    • "Customer-focused adaptation in New York City hotels: Exploring the perceptions of Japanese and Korean travelers"
    • Heo, J.K., Jogaratnam, G. and Buchanan, P. (2004), "Customer-focused adaptation in New York City hotels: Exploring the perceptions of Japanese and Korean travelers", International Journal of Hospitality Management, Vol. 23 No. 1, pp. 31-53.
    • (2004) International Journal of Hospitality Management , vol.23 , Issue.1 , pp. 31-53
    • Heo, J.K.1    Jogaratnam, G.2    Buchanan, P.3
  • 27
    • 1542737986 scopus 로고    scopus 로고
    • "An examination of the cross-cultural differences in service quality: The example of Mexico and the USA"
    • Herbig, P. and Genestre, A. (1996), "An examination of the cross-cultural differences in service quality: The example of Mexico and the USA", Journal of Consumer Marketing, Vol. 13 No. 3, pp. 43-53.
    • (1996) Journal of Consumer Marketing , vol.13 , Issue.3 , pp. 43-53
    • Herbig, P.1    Genestre, A.2
  • 29
    • 0003749812 scopus 로고
    • Sage Publications, Inc. Newbury Park, CA
    • Hofstede, G. (1984), Culture's Consequences, Sage Publications, Inc., Newbury Park, CA.
    • (1984) Culture's Consequences
    • Hofstede, G.1
  • 31
    • 27644580901 scopus 로고    scopus 로고
    • "Domestic inter-cultural service encounters: An integrated model"
    • Hopkins, S.A., Hopkins, W.E. and Hoffman, K.D. (2005), "Domestic inter-cultural service encounters: An integrated model", Managing Service Quality, Vol. 15 No. 4, pp. 329-43.
    • (2005) Managing Service Quality , vol.15 , Issue.4 , pp. 329-343
    • Hopkins, S.A.1    Hopkins, W.E.2    Hoffman, K.D.3
  • 32
    • 0012954928 scopus 로고    scopus 로고
    • "The service quality construct on a global stage"
    • Imrie, B.C., Cadogan, J.W. and McNaughton, R. (2002), "The service quality construct on a global stage", Managing Service Quality, Vol. 12 No. 1, pp. 10-18.
    • (2002) Managing Service Quality , vol.12 , Issue.1 , pp. 10-18
    • Imrie, B.C.1    Cadogan, J.W.2    McNaughton, R.3
  • 33
    • 0442263868 scopus 로고    scopus 로고
    • "Towards a conceptualization of service quality in the global market arena"
    • Imrie, B.C., Geoff, D. and Cadogan, J.W. (2000), "Towards a conceptualization of service quality in the global market arena", Advances in International Marketing, Vol. 10 No. 1, pp. 143-62.
    • (2000) Advances in International Marketing , vol.10 , Issue.1 , pp. 143-162
    • Imrie, B.C.1    Geoff, D.2    Cadogan, J.W.3
  • 34
    • 34249341468 scopus 로고    scopus 로고
    • "Korea: Family restaurant franchises market"
    • Industry Sector Analysis June
    • Industry Sector Analysis (1998), "Korea: Family restaurant franchises market", June, p. 1.
    • (1998) , pp. 1
  • 35
    • 27644549142 scopus 로고    scopus 로고
    • "A customized measure of service quality in the UAE"
    • Jabnoun, N. and Khalifa, A. (2005), "A customized measure of service quality in the UAE", Managing Service Quality, Vol. 15 No. 4, pp. 374-88.
    • (2005) Managing Service Quality , vol.15 , Issue.4 , pp. 374-388
    • Jabnoun, N.1    Khalifa, A.2
  • 37
    • 0037365597 scopus 로고    scopus 로고
    • "Service orientation for contact employees in Korean casual-dining restaurants"
    • Kim, H.J., McCahon, C. and Miller, J. (2003), "Service orientation for contact employees in Korean casual-dining restaurants", International Journal of Hospitality Management, Vol. 22 No. 1, pp. 67-83.
    • (2003) International Journal of Hospitality Management , vol.22 , Issue.1 , pp. 67-83
    • Kim, H.J.1    McCahon, C.2    Miller, J.3
  • 38
    • 84986065176 scopus 로고    scopus 로고
    • "Validating the retail service quality scale for US and Korean customers of discount stores: An exploratory study"
    • Kim, S. and Jin, B. (2002), "Validating the retail service quality scale for US and Korean customers of discount stores: An exploratory study", Journal of Services Marketing, Vol. 16 Nos 2/3, pp. 223-37.
    • (2002) Journal of Services Marketing , vol.16 , Issue.2-3 , pp. 223-237
    • Kim, S.1    Jin, B.2
  • 39
    • 84986761880 scopus 로고
    • "The effect of national culture on the choice of entry mode"
    • Kogut, B. and Singh, H. (1988), "The effect of national culture on the choice of entry mode", Journal of International Business Studies, Vol. 19 No. 2, pp. 1-24.
    • (1988) Journal of International Business Studies , vol.19 , Issue.2 , pp. 1-24
    • Kogut, B.1    Singh, H.2
  • 40
    • 34249296051 scopus 로고    scopus 로고
    • "T.G.I. Friday's to open 20th store next March to mark 10th Anniversary"
    • Korea Herald 29 November
    • Korea Herald (2001), "T.G.I. Friday's to open 20th store next March to mark 10th Anniversary", 29 November, p. 1.
    • (2001) , pp. 1
  • 41
    • 34249275438 scopus 로고    scopus 로고
    • "Family restaurants pump up competition"
    • Korea Herald 24 June
    • Korea Herald (2003), "Family restaurants pump up competition", 24 June, p. 1.
    • (2003) , pp. 1
  • 42
    • 0040061249 scopus 로고
    • "Measuring service quality: An empirical analysis in Hong Kong"
    • Lam, S.W.K. (1995), "Measuring service quality: An empirical analysis in Hong Kong", International Journal of Management, Vol. 12 No. 1, pp. 182-8.
    • (1995) International Journal of Management , vol.12 , Issue.1 , pp. 182-188
    • Lam, S.W.K.1
  • 43
    • 0010274034 scopus 로고    scopus 로고
    • "SERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kong"
    • Lam, S.W.K. (1997), "SERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kong", Total Quality Management, Vol. 8 No. 4, pp. 145-52.
    • (1997) Total Quality Management , vol.8 , Issue.4 , pp. 145-152
    • Lam, S.W.K.1
  • 44
    • 21244467865 scopus 로고    scopus 로고
    • "'I'versus 'we': How individualists and collectivists use information sources to formulate their service expectations"
    • Laroche, M., Kalamas, M. and Cleveland, M. (2005), "'I'versus 'we': how individualists and collectivists use information sources to formulate their service expectations", International Marketing Review, Vol. 22 No. 3, pp. 279-308.
    • (2005) International Marketing Review , vol.22 , Issue.3 , pp. 279-308
    • Laroche, M.1    Kalamas, M.2    Cleveland, M.3
  • 45
    • 84986042631 scopus 로고    scopus 로고
    • "Consumer evaluations of fast-food services: A cross-national comparison"
    • Lee, M. and Ulgado, F.M. (1997), "Consumer evaluations of fast-food services: A cross-national comparison", The Journal of Services Marketing, Vol. 11 No. 1, pp. 39-52.
    • (1997) The Journal of Services Marketing , vol.11 , Issue.1 , pp. 39-52
    • Lee, M.1    Ulgado, F.M.2
  • 46
    • 0000303032 scopus 로고
    • "Comparative business failures of foreign-controlled firms in the United States"
    • Li, J. and Guisinger, S. (1991), "Comparative business failures of foreign-controlled firms in the United States", Journal of International Business Studies, Vol. 22 No. 2, pp. 209-24.
    • (1991) Journal of International Business Studies , vol.22 , Issue.2 , pp. 209-224
    • Li, J.1    Guisinger, S.2
  • 47
    • 34548407495 scopus 로고
    • "The globalization of service multinationals in the 'Triad' regions: Japan, Western Europe and North America"
    • Li, J. and Guisinger, S. (1992), "The globalization of service multinationals in the 'Triad' regions: Japan, Western Europe and North America", Journal of International Business Studies, Vol. 23 No. 4, pp. 675-96.
    • (1992) Journal of International Business Studies , vol.23 , Issue.4 , pp. 675-696
    • Li, J.1    Guisinger, S.2
  • 48
    • 0036384393 scopus 로고    scopus 로고
    • "Impact of customer preconsumption mood on the evaluation of employee behavior in service encounters"
    • Liljander, V. and Mattsson, J. (2002), "Impact of customer preconsumption mood on the evaluation of employee behavior in service encounters", Psychology & Marketing, Vol. 19 No. 10, pp. 837-60.
    • (2002) Psychology & Marketing , vol.19 , Issue.10 , pp. 837-860
    • Liljander, V.1    Mattsson, J.2
  • 49
    • 0042695860 scopus 로고    scopus 로고
    • "Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination"
    • Liu, R.R. and McClure, P. (2001), "Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination", Journal of Consumer Marketing, Vol. 18 No. 1, pp. 54-74.
    • (2001) Journal of Consumer Marketing , vol.18 , Issue.1 , pp. 54-74
    • Liu, R.R.1    McClure, P.2
  • 50
    • 84992782797 scopus 로고    scopus 로고
    • "The relationships between culture and behavioral intentions towards services"
    • Liu, S., Furrer, O. and Sudharshanan, D. (2001), "The relationships between culture and behavioral intentions towards services", Journal of Service Research, Vol. 4 No. 2, pp. 118-29.
    • (2001) Journal of Service Research , vol.4 , Issue.2 , pp. 118-129
    • Liu, S.1    Furrer, O.2    Sudharshanan, D.3
  • 51
    • 34249333589 scopus 로고    scopus 로고
    • "Brinker declares first dividend, eye growth to 5,000 units"
    • Lockyer, S.E. (2005), "Brinker declares first dividend, eye growth to 5,000 units", Nation's Restaurant News, Vol. 39 No. 39, p. 11.
    • (2005) Nation's Restaurant News , vol.39 , Issue.39 , pp. 11
    • Lockyer, S.E.1
  • 52
    • 34249327055 scopus 로고    scopus 로고
    • "Raising the bar"
    • Lockyer, S.E. (2006), "Raising the bar", Nation's Restaurant News, Vol. 40 No. 7, pp. 45-8.
    • (2006) Nation's Restaurant News , vol.40 , Issue.7 , pp. 45-48
    • Lockyer, S.E.1
  • 53
    • 84993083598 scopus 로고    scopus 로고
    • "Service recovery in the airline industry: A cross-cultural comparison of the attitudes and behaviors of British and Italian front-line personnel"
    • Lorenzoni, N. and Lewis, B.R. (2004), "Service recovery in the airline industry: A cross-cultural comparison of the attitudes and behaviors of British and Italian front-line personnel", Managing Service Quality, Vol. 14 No. 1, pp. 11-25.
    • (2004) Managing Service Quality , vol.14 , Issue.1 , pp. 11-25
    • Lorenzoni, N.1    Lewis, B.R.2
  • 54
    • 84967594952 scopus 로고
    • "International services marketing: A comparative evaluation of the dimensions of service quality between developed and developing countries"
    • Malhotra, N.K., Ulgado, F.M., Agarwal, J. and Baalbaki, I.B. (1994), "International services marketing: A comparative evaluation of the dimensions of service quality between developed and developing countries", International Marketing Review, Vol. 11 No. 2, pp. 5-15.
    • (1994) International Marketing Review , vol.11 , Issue.2 , pp. 5-15
    • Malhotra, N.K.1    Ulgado, F.M.2    Agarwal, J.3    Baalbaki, I.B.4
  • 55
    • 84986078052 scopus 로고    scopus 로고
    • "The role of culture and purchase motivation in service encounter evaluations"
    • Mattila, A.S. (1999a), "The role of culture and purchase motivation in service encounter evaluations", Journal of Services Marketing, Vol. 13 Nos 4/5, pp. 376-89.
    • (1999) Journal of Services Marketing , vol.13 , Issue.4-5 , pp. 376-389
    • Mattila, A.S.1
  • 56
    • 0001580990 scopus 로고    scopus 로고
    • "The role of culture in the service evaluation process"
    • Mattila, A.S. (1999b), "The role of culture in the service evaluation process", Journal of Service Research, Vol. 1 No. 3, pp. 250-61.
    • (1999) Journal of Service Research , vol.1 , Issue.3 , pp. 250-261
    • Mattila, A.S.1
  • 57
    • 1142299223 scopus 로고    scopus 로고
    • "The impact of culture and gender on customer evaluations of service encounters"
    • Mattila, A.S. (2000), "The impact of culture and gender on customer evaluations of service encounters", Journal of Hospitality & Tourism Research, Vol. 24 No. 2, pp. 263-73.
    • (2000) Journal of Hospitality & Tourism Research , vol.24 , Issue.2 , pp. 263-273
    • Mattila, A.S.1
  • 58
    • 33144469086 scopus 로고    scopus 로고
    • "A cross-cultural comparison of perceived fairness and satisfaction in the context of hotel room pricing"
    • Mattila, A.S. and Choi, S. (2006), "A cross-cultural comparison of perceived fairness and satisfaction in the context of hotel room pricing", International Journal of Hospitality Management, Vol. 25, pp. 146-53.
    • (2006) International Journal of Hospitality Management , vol.25 , pp. 146-153
    • Mattila, A.S.1    Choi, S.2
  • 59
    • 0001899030 scopus 로고
    • "A conceptual model of service quality and service satisfaction: Compatible goals, different concepts"
    • in Swartz, T.A. (Ed.), JAI Press, Greenwich, CT
    • Oliver, R.L. (1993), "A conceptual model of service quality and service satisfaction: Compatible goals, different concepts", in Swartz, T.A. (Ed.), Advances in Service Marketing and Management,Vol. 12, JAI Press, Greenwich, CT, pp. 65-85.
    • (1993) Advances in Service Marketing and Management , vol.12 , pp. 65-85
    • Oliver, R.L.1
  • 60
    • 34249315217 scopus 로고    scopus 로고
    • "Look at what's cooking in Seoul"
    • Ortiz, E. (1996), "Look at what's cooking in Seoul", Business Korea, Vol. 13 No. 7, pp. 46-7.
    • (1996) Business Korea , vol.13 , Issue.7 , pp. 46-47
    • Ortiz, E.1
  • 61
    • 0002393976 scopus 로고
    • "Understanding customer expectations of service"
    • Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), "Understanding customer expectations of service", Sloan Management Review, Vol. 32 No. 3, pp. 39-48.
    • (1991) Sloan Management Review , vol.32 , Issue.3 , pp. 39-48
    • Parasuraman, A.1    Berry, L.L.2    Zeithaml, V.A.3
  • 62
    • 0002408510 scopus 로고
    • "A conceptual model of service quality and its implications for future research"
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
    • (1985) Journal of Marketing , vol.49 , Issue.4 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 63
    • 0001312089 scopus 로고
    • "SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality"
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 64
    • 84990358771 scopus 로고    scopus 로고
    • "Reconceptualizing service encounter quality in a non-western context"
    • Raajpoot, N. (2004), "Reconceptualizing service encounter quality in a non-western context", Journal of Service Research, Vol. 7 No. 2, pp. 181-201.
    • (2004) Journal of Service Research , vol.7 , Issue.2 , pp. 181-201
    • Raajpoot, N.1
  • 65
    • 0036255493 scopus 로고    scopus 로고
    • "Cultural differences between Asian tourist markets and Australian host: Part 2"
    • Reisinger, Y. and Turner, L.W. (2002), "Cultural differences between Asian tourist markets and Australian hosts: Part 2", Journal of Travel Research, Vol. 40 No. 4, pp. 374-84.
    • (2002) Journal of Travel Research , vol.40 , Issue.4 , pp. 374-384
    • Reisinger, Y.1    Turner, L.W.2
  • 66
    • 0001176168 scopus 로고
    • "Leveraging cultural factors in international service delivery"
    • in Swarz, T.A., Bowen, D.E. and Brown, S.W. (Eds), JAI Press, Greenwich, CT
    • Riddle, D. (1992), "Leveraging cultural factors in international service delivery", in Swarz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 1, JAI Press, Greenwich, CT, pp. 297-322.
    • (1992) Advances in Services Marketing and Management , vol.1 , pp. 297-2322
    • Riddle, D.1
  • 67
    • 34249289496 scopus 로고    scopus 로고
    • "Global ambitions"
    • Ruggless, R. (2006), "Global ambitions", Nation's Restaurant News, Vol. 40 No. 38, pp. 47-51.
    • (2006) Nation's Restaurant News , vol.40 , Issue.38 , pp. 47-51
    • Ruggless, R.1
  • 68
    • 84968123536 scopus 로고
    • "Managing corporate and brand identities in the Asia-Pacific region"
    • Schmitt, B. and Pan, Y. (1994), "Managing corporate and brand identities in the Asia-Pacific region", California Management Review, Vol. 36 No. 4, pp. 32-48.
    • (1994) California Management Review , vol.36 , Issue.4 , pp. 32-48
    • Schmitt, B.1    Pan, Y.2
  • 69
    • 84983502845 scopus 로고    scopus 로고
    • "Analysis of relative growth rates between domestic and international earning of US-based publicly traded restaurant firms"
    • Singh, A., Upneja, A. and Dalbor, M.C. (2003), "Analysis of relative growth rates between domestic and international earning of US-based publicly traded restaurant firms", Journal of Foodservice Business Research, Vol. 6 No. 4, pp. 25-41.
    • (2003) Journal of Foodservice Business Research , vol.6 , Issue.4 , pp. 25-41
    • Singh, A.1    Upneja, A.2    Dalbor, M.C.3
  • 70
    • 22544458775 scopus 로고    scopus 로고
    • "The effect of intercultural sensitivity on employee performance in cross-cultural service encounters"
    • Sizoo, S., Plank, R., Iskat, W. and Serrie, H. (2005), "The effect of intercultural sensitivity on employee performance in cross-cultural service encounters", The Journal of Services Marketing, Vol. 19 No. 4, pp. 245-55.
    • (2005) The Journal of Services Marketing , vol.19 , Issue.4 , pp. 245-255
    • Sizoo, S.1    Plank, R.2    Iskat, W.3    Serrie, H.4
  • 71
    • 84986145974 scopus 로고    scopus 로고
    • "'Culture shocks' in inter-cultural service encounters?"
    • Stauss, B. and Mang, P. (1999), "'Culture shocks' in inter-cultural service encounters?", Journal of Services Marketing, Vol. 13 Nos 4/ 5, pp. 329-46.
    • (1999) Journal of Services Marketing , vol.13 , Issue.4-5 , pp. 329-346
    • Stauss, B.1    Mang, P.2
  • 72
    • 84986146041 scopus 로고    scopus 로고
    • "International service variants: Airline passenger expectations and perceptions of service quality"
    • Sultan, F. and Simpson, M.C. Jr (2000), "International service variants: Airline passenger expectations and perceptions of service quality", Journal of Service Marketing, Vol. 14, pp. 188-216.
    • (2000) Journal of Service Marketing , vol.14 , pp. 188-216
    • Sultan, F.1    Simpson Jr., M.C.2
  • 76
    • 20444447958 scopus 로고    scopus 로고
    • "A tale of two countries' conservatism, service quality, and feedback on customer satisfaction"
    • Voss, C.A., Roth, A.V., Rosenzweig, E.D., Blackmon, K. and Chase, R.B. (2004), "A tale of two countries' conservatism, service quality, and feedback on customer satisfaction", Journal of Service Research, Vol. 6 No. 3, pp. 212-30.
    • (2004) Journal of Service Research , vol.6 , Issue.3 , pp. 212-230
    • Voss, C.A.1    Roth, A.V.2    Rosenzweig, E.D.3    Blackmon, K.4    Chase, R.B.5
  • 77
    • 34249319223 scopus 로고    scopus 로고
    • "Top 100: Family chains nurture familiar, down-home image while welcoming new"
    • Walkup, C. (2003), "Top 100: Family chains nurture familiar, down-home image while welcoming new", Nation's Restaurant News, Vol. 37 No. 26, p. 110.
    • (2003) Nation's Restaurant News , vol.37 , Issue.26 , pp. 110
    • Walkup, C.1
  • 78
    • 0002815002 scopus 로고
    • "The dimensionality of consumption emotion patterns and consumer satisfaction"
    • Westbrook, R.A. and Oliver, R.L. (1991), "The dimensionality of consumption emotion patterns and consumer satisfaction", Journal of Consumer Research, Vol. 18 No. 1, pp. 84-91.
    • (1991) Journal of Consumer Research , vol.18 , Issue.1 , pp. 84-91
    • Westbrook, R.A.1    Oliver, R.L.2
  • 79
    • 0031231660 scopus 로고    scopus 로고
    • "The service experience in two cultures: A behavior perspective"
    • Winsted, K.F. (1997), "The service experience in two cultures: A behavior perspective", Journal of Retailing, Vol. 73 No. 3, pp. 337-60.
    • Journal of Retailing , vol.73 , Issue.3 , pp. 337-360
    • Winsted, K.F.1
  • 80
    • 0000936787 scopus 로고    scopus 로고
    • "Evaluating service encounters: A cross-cultural and cross-industry exploration"
    • Winsted, K.F. (1999), "Evaluating service encounters: A cross-cultural and cross-industry exploration", Journal of Marketing, Vol. 7 No. 2, pp. 106-23.
    • (1999) Journal of Marketing , vol.7 , Issue.2 , pp. 106-123
    • Winsted, K.F.1
  • 82
    • 0036338363 scopus 로고    scopus 로고
    • "Comparative service quality: German and American ratings across service settings"
    • Witkowski, T.H. and Wolfinbarger, M.F. (2002), "Comparative service quality: German and American ratings across service settings", Journal of Business Research, Vol. 55, pp. 875-81.
    • (2002) Journal of Business Research , vol.55 , pp. 875-881
    • Witkowski, T.H.1    Wolfinbarger, M.F.2
  • 83
    • 4043048840 scopus 로고    scopus 로고
    • "The role of culture in the perception of service recovery"
    • Wong, N.Y. (2004), "The role of culture in the perception of service recovery", Journal of Business Research, Vol. 57 No. 9, pp. 957-63.
    • (2004) Journal of Business Research , vol.57 , Issue.9 , pp. 957-963
    • Wong, N.Y.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.