Cultural influences on service quality and customer satisfaction: Evidence from Greek insurance

Managing Service Quality

Volumn 17, Issue 4, 2007, Pages 467-485

  Tsoukatos, Evangelos ^a   Rand, Graham K ^b  

^a TECHNOLOGICAL EDUCATIONAL INSTITUTE OF CRETE   (Greece)

^b LANCASTER UNIVERSITY   (United Kingdom)

Author keywords

Culture; Customer satisfaction; Customer services quality; Greece; Insurance; SERVQUAL

Indexed keywords

EID: 34447515348     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520710760571     Document Type: Article

References (43)

1. Blalock, H. (1972), Social Statistics, McGraw-Hill, New York, NY.
2. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993), "A dynamic process model of service quality: From expectations to behavioural intentions", Journal of Marketing Research, Vol. 30, pp. 7-27.
3. Brady, M.K., Cronin, J.J. and Brand, R.R. (2002), "Performance-only measurement of service quality: A replication and extension", Journal of Business Research, Vol. 55, pp. 17-31.
4. Chang, D., Lim, S-B., Jean, S., Ji, H. and Seo, H. (2002), "Measuring airline's service quality: SERVQUAL or SERVPERF?", Decision Science Institute, Annual Meeting Proceedings, pp. 2138-2142.
5. Cronin, J.J. and Taylor, S.A. (1992), "Measuring service quality: A re-examination and extension", Journal of Marketing, Vol. 56 No. 7, pp. 55-68.
6. Donthu, N. and Yoo, B. (1998), "Cultural influences on service quality expectations", Journal of Service Research, Vol. 1 No. 2, pp. 178-86.
7. Eng, T-Y. and Kim, E.J. (2006), "An examination of the antecedents of e-customer loyalty in a Confucian culture: The case of South Korea", The Service Industries Journal, Vol. 26 No. 4, pp. 437-58.
8. Farley, J.U. and Lehmann, D.R. (1994), "Cross-national laws and differences in market response", Management Science, Vol. 40 No. 1, pp. 111-22.
9. Ferraro, G.P. (2002), The Cultural Dimension of International Business, 4th ed., Prentice Hall, Upper Saddle River, NJ.
10. Furrer, O., Liu, B.S-C. and Sudharshan, 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.
11. Groves, R.M. (1989), Survey Errors and Survey Costs, John Wiley and Sons, New York, NY.
12. Hall, E.T. (1984), The Dance of Life: The Other Dimension of Time, Anchor Press/Doubleday, Garden City, NY.
13. Halstead, D., Hartman, D. and Schmidt, S.L. (1994), "Multisource effects on the satisfaction formation process", Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp. 114-20.
14. Heskett, J.L., Sasser, W.E. and Hart, C.W.L. (1990), Service Breakthroughs: Changing the Rules of the Game, Free Press, New York, NY.
15. Hofstede, G.H. (1980), Culture's Consequences, International Differences in Work-related Values, Sage Publications, Beverly Hills, CA.
16. Hofstede, G.H. (1991), Cultures and Organizations: Software of the Mind, McGraw-Hill, New York, NY.
17. Hofstede, G.H. and Bond, M. (1988), "The Confucius connection: From cultural roots to economic growth", Organizational Dynamics, Vol. 16 No. 4, pp. 4-21.
18. Johnson, M.D. and Fornell, C. (1991), "A framework for comparing customer satisfaction across individuals and product categories", Journal of Economic Psychology, Vol. 12, pp. 267-86.
19. Kanousi, A. (2005), "An empirical investigation of the role of culture on service recovery expectations", Managing Service Quality, Vol. 15 No. 1, pp. 57-69.
20. Laroche, M., Ueltschy, L.C., Abe, S., Cleeveland, M. and Yannopoulos, P.P. (2004), "Service quality perceptions and customer satisfaction: Evaluating the role of culture", Journal of International Marketing, Vol. 12 No. 3, pp. 58-85.
21. Liu, B.S-C., Furrer, O. and Sudharshan, D. (2001), "The relationships between culture and behavioral intentions toward services", Journal of Service Research, Vol. 4 No. 2, pp. 118-29.
22. Lorenzoni, N. and Lewis, B.R. (2004), "Service recovery in the airline industry: A cross-cultural comparison of the attitudes and behaviours of British and Italian front-line personnel", Managing Service Quality, Vol. 14 No. 1, pp. 11-25.
23. Malai, V. and Speece, M. (2005), "Cultural impact on the relationship among perceived service quality, brand name value, and customer loyalty", Journal of International Consumer Marketing, Vol. 17 No. 4, pp. 7-39.
24. Mattila, A.S. (1999), "The role of culture and purchase motivation in service encounter evaluations", The Journal of Services Marketing, Vol. 13 Nos 4/5, pp. 376-93.
25. Meyer, A. and Westerbarkey, P. (1996), "Measuring and managing hotel guest satisfaction", in Olsen, M.D., Tear, R. and Gummenson, E. (Eds), Service Quality and Hospitality Organizations, Cassell, New York, NY, pp. 186-203.
26. Pallant, J. (2001), SPSS Survival Manual. A Step-by-Step Guide to Data Analysis Using SPSS for Windows, Open University Press, Buckingham.
27. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for further research", Journal of Marketing, Vol. 48, Fall, pp. 41-50.
28. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
29. Rice, R. and Hancock, L. (2005), "The mall intercept: A social norms marketing research tool", The Report of Social Norms, Vol. 4 No. 7, pp. 4-7.
30. Rokeach, M. (1973), The Nature of Human Values, The Free Press, London.
31. Semeijn, J., van Riel, A.C.R., van Birgelen, M.J.H. and Streukens, S. (2005), "E-services and offline fulfilment: How e-loyalty is created", Managing Service Quality, Vol. 15 No. 2, pp. 182-94.
32. Shemwell, D.J., Yavas, U. and Bilgin, Z. (1998), "Customer-service provider relationships: An empirical test of a model of service quality, satisfaction and relationship-oriented outcomes", International Journal of Service Industry Management, Vol. 9 No. 2, pp. 65-74.
33. Spreng, R.A. and Olshavsky, R.W. (1993), "A desires congruency model of consumer satisfaction", Journal of the Academy of Marketing Science, Vol. 21, pp. 169-77.
34. Straughan, R. and Albers-Miller, N.D. (2001), "An international investigation of cultural and demographic effects on domestic retail loyalty", International Marketing Review, Vol. 18 No. 5, pp. 521-41.
35. Swan, J.E. and Trawick, I.F. (1981), "Disconfirmation of expectations and satisfaction with a retail service", Journal of Retailing, Vol. 57 No. 3, pp. 49-67.
36. Testa, M.R. (2004), "Cultural similarity and service leadership: A look at the cruise industry", Managing Service Quality, Vol. 14 No. 5, pp. 402-13.
37. Tse, D.K. and Wilton, P.C. (1988), "Models of consumer satisfaction formation: An extension", Journal of Marketing Research, Vol. 25, pp. 204-12.
38. Tsoukatos, E. (2003), "The private insurance industry in Greece", Archives of Economic History, Vol. 15 No. 2, pp. 105-22.
39. Tsoukatos, E. and Rand, G.K. (2006), "Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance", Managing Service Quality, Vol. 16 No. 5, pp. 501-19.
40. Tsoukatos, E., Marwa, S. and Rand, G.K. (2004), "Quality improvement in the Greek and Kenyan insurance industries", Archives of Economic History, Vol. 16 No. 2, pp. 93-116.
41. Tylor, E.B. (1974), Primitive Culture: Researches into the Development of Mythology, Philosophy, Religion, Art, and Custom (first published in 1871), Gordon Press, New York, NY.
42. Wang, Y., Lo, H-P. and Yang, Y. (2004), "An integrated framework for service quality, customer value, satisfaction: Evidence from China's telecommunication industry", Information Systems Frontiers, Vol. 6 No. 4, pp. 325-40.
43. Winsted, K.F. (1997), "The service experience in two cultures: A behavioural perspective", Journal of Retailing, Vol. 73 No. 3, pp. 337-60.