The service encounter in a multi-national context

Journal of Services Marketing

Volumn 21, Issue 6, 2007, Pages 451-461

  Keillor, Bruce D ^a   Lewison, Dale ^a   Hult, G Tomas M ^b   Hauser, William ^a  

^a UNIVERSITY OF AKRON   (United States)

^b MICHIGAN STATE UNIVERSITY   (United States)

Author keywords

Business strategy; International business; Services marketing

Indexed keywords

EID: 34848834251     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040710818930     Document Type: Article

References (52)

1. Alden, D., Hoa, D. and Bhawuk, D. (2004), "Client satisfaction with reproductive health-care quality: Integrating business approaches to modeling and measurement", Social Science & Medicine, Vol. 59 No. 11, pp. 2219-33.
2. Anderson, J.C. (1987), "An approach for confirmatory measurement and structural equation modeling of organizational properties", Management Science, Vol. 33, April, pp. 525-41.
3. Anderson, J.C. and Gerbing, D.W. (1988), "Structural equation modeling in practice: A review and recommended two step approach", Psychological Bulletin, Vol. 103, May, pp. 411-23.
4. Bagozzi, R.P. and Phillips, L.W. (1982), "Representing and testing organizational theories: A holistic construal", Administrative Science Quarterly, Vol. 27, September, pp. 459-89.
5. Baker, J. and Cameron, M. (1996), "The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions", Journal of the Academy of Marketing Science, Vol. 24 No. 4, pp. 338-49.
6. Baker, J., Grewal, D. and Levy, M. (1992), "An experimental approach to making retail store decisions", Journal of Retailing, Vol. 68, Winter, pp. 445-60.
7. Bitner, M.J. (1990), "Evaluating service encounters: The effects of physical surroundings and employee responses", Journal of Marketing, Vol. 54, April, pp. 69-82.
8. Bitner, M.J. (1992), "Servicescapes: The impact of physical surroundings on customers and employees", Journal of Marketing, Vol. 56, April, pp. 57-71.
9. Bitner, M.J. and Hubbert, A. (1994), "Encounter satisfaction versus overall satisfaction versus quality", in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, New York, NY, pp. 72-84.
10. Boulding, W., Kalra, A. and Staelin, R. (1999), "The quality double whammy", Marketing Science, Vol. 18 No. 4, pp. 463-84.
11. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. (1993), "A dynamic model of service quality: From expectations to behavioral intentions", Journal of Marketing Research, Vol. 30, February, pp. 7-27.
12. Bou-Llusar, J., Camison-Zormoza, C. and Escrig-Tena, A. (2001), "Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions", Total Quality Management, Vol. 12 No. 6, pp. 719-35.
13. Brucks, M., Zeithaml, V. and Naylor, G. (2000);, "Price and brand name as indicators of quality dimensions for consumer durables", Journal of the Academy of Marketing Science, Vol. 28 No. 3, pp. 359-74.
14. Bush, A.J. and Hair, J.F. Jr (1985), "An assessment of the mall intercept as a data collection method", Journal of Marketing Research, Vol. 22, May, pp. 158-67.
15. Carsky, M.L., Dickson, R. and Canedy, C. (1998), "The evolution of quality in consumer goods", Journal of Macromarketing, Vol. 18 No. 2, pp. 132-44.
16. Chiu, H. (2002), "A study on the cognitive and affective components of service quality", Total Quality Management, Vol. 13 No. 2, pp. 265-75.
17. Clark, T., Rajaratnam, D. and Smith, T. (1996), "Toward a theory of international services: Marketing intangibles in a world of nations", Journal of International Marketing, Vol. 4 No. 2, pp. 9-28.
18. Cronin, J. and Taylor, S. (1992), "Measuring service quality: A reexamination and extension", Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
19. Donovan, R., Rossiter, J., Marcoolyn, G. and Nesdale, A. (1994), "Store atmosphere and purchasing behavior", Journal of Retailing, Vol. 70 No. 3, pp. 283-94.
20. Douglas, S. and Craig, C.S. (2000), International Marketing Research, 2nd ed., John Wiley & Sons, Chichester.
21. Fornell, C. (1992), "A national customer satisfaction barometer: the Swedish experience", Journal of Marketing, Vol. 56, January, pp. 1-18.
22. Fornell, C. and Larcker, D. (1981), "Evaluating structural equations models with unobservable variables and measurement error", Journal of Marketing Research, Vol. 18, February, pp. 39-50.
23. Grönroos, C. (1982), Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsingfors.
24. Grönroos, C. (1984), "A service quality model and its marketing implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
25. Grönroos, C. (1990), Strategic Management and Marketing: Managing the Moments of Truth in Service Competition, Lexington Books, Lexington, MA.
26. Grönroos, C. and Gummesson, E. (1985), Service Marketing - Nordic School Perspectives, Stockholm School of Economics, Stockholm.
27. Han, C., Lee, B. and Ro, K. (1994), "The choice of a survey mode in country image studies", Journal of Business Research, Vol. 29, pp. 151-172.
28. Hofstede, G. (2001), Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations Across Nations, Sage Publications, Thousand Oaks, CA.
29. Horn, D., Feinberg, R. and Salvendy, G. (2005), "Determinant elements of customer relationship management in e-business", Behavior & Information Technology, Vol. 24 No. 2, pp. 101-10.
30. Jiang, J., Klein, G. and Carr, C. (2002), "Measuring information system service quality: SERVQUAL from the other side", MIS Quarterly, Vol. 26 No. 2, pp. 145-67.
31. Jöreskog, K.G. and Sörbom, D. (1996), LISREL 8: User's Reference Guide, Scientific Software International, Chicago, IL.
32. Jöreskog, K.G., Sörbom, D., Du Toit, S. and Du Toit, M. (1999), LISREL 8: New Statistical Features, Scientific Software International, Chicago, IL.
33. Kelley, S. and Davis, M. (1994), "Antecedents to customer expectations for service recovery", Journal of the Academy of Marketing Science, Vol. 22 No. 1, pp. 52-61.
34. Kishii, T. (1994), "Insider- and outsider-oriented advertising: The difference between Japanese and Western advertising", in Yamaguchi, Y. (Ed.), Japan 1994 Marketing and Advertising Yearbook, Vol. 1994, Dentsu, Tokyo.
35. Kumar, V. (2000), International Marketing Research, Prentice-Hall, Upper Saddle River, NJ.
36. Lai, F.Y.W. (2003), "The behavioral consequences of service quality: Does market segmentation matter?", Australian Journal of Psychology, Vol. 55, pp. 134-7.
37. Lovelock, C. (1983), "Classifying services to gain strategic marketing insights", Journal of Marketing, Vol. 47, summer, pp. 9-20.
38. Lovelock, C. and Yip, G. (1996), "Developing global strategies for service businesses", California Management Review, Vol. 38 No. 2, pp. 64-86.
39. Mullen, M. (1995), "Diagnosing measurement equivalence in cross-national research", Journal of International Business Studies, Vol. 26 No. 3, pp. 573-96.
40. Nowell, C. and Stanley, L. (1991), "Length-biased sampling in mall intercept surveys", Journal of Marketing Research, Vol. 28 No. 4, pp. 475-9.
41. Parasuraman, A., Zeithaml, V. and Berry, L. (1994), "Reassessment of expectations as a comparison standard in measuring service quality: implications for future research", Journal of Marketing, Vol. 58, February, pp. 6-17.
42. Rietveld, P. (2005), "Six reasons why supply-oriented indicators systematically overestimate service quality in public transport", Transport Reviews, Vol. 25 No. 3, pp. 319-29.
43. Shostack, G. (1977), "Breaking free from product marketing", Journal of Marketing, Vol. 41, April, pp. 73-80.
44. Singh, J. (1995), "Measurement issues in cross-national research", Journal of International Business Studies, Vol. 26 No. 3, pp. 597-620.
45. Subramony, M., Beehr, T. and Johnson, C. (2004), "Employee and customer perceptions of service quality in an Indian firm", Applied Psychology: An International Review, Vol. 53 No. 2, pp. 311-28.
46. Sureshchandar, G., Rajendran, C. and Ananthraraman, R. (2002), "The relationship between management's perception of total quality service and customer perception of service quality", Total Quality Management, Vol. 13 No. 1, pp. 69-89.
47. Sureshchandar, G., Rajendran, C. and Kamalanabhan, T. (2001), "Customer perceptions of service quality: A critique", Total Quality Management, Vol. 12 No. 1, pp. 111-25.
48. Watson, J.L. (2000), "China's big Mac attack", Foreign Affairs, May/June, pp. 120-34.
49. Zeithaml, V. (1988), "Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence", Journal of Marketing, Vol. 52, July, pp. 2-22.
50. Zeithaml, V., Berry, L. and Parasuraman, A. (1996), "The behavioral consequences of service quality", Journal of Marketing, Vol. 60, April, pp. 31-46.
51. Zhao, X., Yeung, J. and Zhou, Q. (2002), "Competitive priorities of enterprises in mainland China", Total Quality Management, Vol. 3 No. 3, pp. 285-301.
52. Zhao, X., Bai, C. and Hui, Y. (2002), "An empirical assessment and application of SERVQUAL in a mainland Chinese department store", Total Quality Management, Vol. 13 No. 2, pp. 241-55.