Is there really an Asian connection? Professional service quality perceptions and customer satisfaction

Journal of Business Research

Volumn 62, Issue 10, 2009, Pages 972-979

  Ueltschy, Linda C ^a   Laroche, Michel ^b   Zhang, Man ^a   Cho, Hyuksoo ^c   Yingwei, Ren ^d  

^a BOWLING GREEN STATE UNIVERSITY   (United States)

^b John Molson School of Business   (Canada)

^c Keimyung University   (South Korea)

^d SOUTHWESTERN UNIVERSITY OF FINANCE AND ECONOMICS   (China)

Author keywords

Customer satisfaction; Professional services; Service quality

Indexed keywords

EID: 67649556701     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2008.03.003     Document Type: Article

References (70)

1. Babakus E., Bienstock C.C., and Van Scooter J.R. Linking perceived quality and customer satisfaction to store traffic. Decis Sci 35 4 (2004) 713-737
2. Babin B.J., Lee Y.K., Kim E.J., and Griffin M. Modeling consumer satisfaction and word-of-mouth. J Serv Mark 19 3 (2005) 133-139
3. Bagozzi R.P. Evaluating structural equation models. J Mark Res 18 (1981) 375-381 [August]
4. Bentler P.M. EQS: structural equations program manual (1995), Multivariate Software, Inc., Encino, CA
5. Berry L.L., Wall E.A., and Carbone L.P. Service clues and customer assessment of the service experience. Acad Manage Perspect 20 2 (2006) 43-57
6. Brady M.F., Cronin J.J.r., and Brand R.R. Performance-only measurement of service quality. J Bus Res 55 1 (2002) 17-31
7. Calantone R., Griffith D.A., and Yalcinkaya G. An empirical examination of a technology adoption model for China. J Int Bus Stud 14 4 (2006) 1-27
8. Calder B.J., Phillips L.W., and Tybout A.M. Designing research for application. J Consum Res 8 (1981) 197-207 [September]
9. Catlin L.B., and White T.F. International business. 2nd ed (2001), South-Western, Cincinnati, OH
10. Chang H.C. Language and words. J Cross-Cult Psychol 18 (1997) 143-164
11. Chow I., Hobert N., Kelley L., and Yu J. Business strategy: an Asia-Pacific focus (1997), Simon and Schuster (Asia) Ple, Singapore
12. Cleveland M., and Laroche M. Acculturation to the global consumer culture. J Bus Res 60 3 (2007) 249-259
13. Crosby L.A., and Stephens N. Issues in quality. J Mark Res 24 (1987) 404-411 [November]
14. Deshpandé R., Farley J.U., and Bowman D. Tigers, dragons and others. J Int Mark 12 3 (2004) 5-29
15. Eisingerich A.S., and Bell S.J. Maintaining customer relationships in high credence services. J Serv Mark 21 4 (2007) 253-262
16. Eng T., and Kim E.J. An examination of the antecedents of e-customer loyalty in the Confucian culture. Serv Ind J 26 4 (2006) 437-458
17. Eskildsen J., Kristensen K., Juhl H.T., and Ostergaard P. The drivers of customer satisfaction and loyalty. Total Qual Manag 15 5/6 (2004) 859-868
18. Estelami H., and Bergstein H. The impact of market price volatility on consumer satisfaction. J Serv Mark 20 3 (2006) 169-177
19. Ferraro G.P. The cultural dimension of international business (2006), Prentice Hall, Upper Saddle River, NJ
20. Fornell C., and Larcker D.F. Evaluating structural equation models. J Mark Res 18 (1981) 39-50 [February]
21. Gilly M.C., and Graham J.L. International services marketing. In: Zeithaml V.A., and Bitner M.J. (Eds). Services Marketing (1996), McGraw-Hill, New York 414-445
22. Greenland S., Coshall J., and Combe I. Evaluating service quality and customer satisfaction in emerging markets. Int J Consum Stud 30 6 (2006) 582-590
23. Grewal D., Iyer G.R., Gotlieb J., and Levy M. Developing a deeper understanding of post-purchase perceived risk. J Acad Mark Sci 35 2 (2007) 250-256
24. Grönroos C. A service quality model and its marketing implications. J Mark 18 4 (1982) 35-42
25. Gupta S., and Zeithaml V. Customer metrics and their impact on financial performance. Mark Sci 25 6 (2006) 718-739
26. Hall E.T. Beyond culture (1977), Double Day Press, Garden City, NY
27. Hitt M.A., Ireland R.D., and Hoskisson R.E. Strategic management: competitiveness and globalization (2007), South Western, Mason, OH
28. Hofstede G. Culture's consequences: international differences in work-related values (1980), Sage, Beverly Hills, CA
29. Hofstede G. Culture's consequences: comparing values, behaviors, institutions and organizations across cultures (2001), Sage, Thousand Oaks, CA
30. Huff L.C., and Alden D.L. An investigation of consumer response to sales promotions in developing markets. Adv Consum Res 36 (1999) 41-42
31. Hunter A., and Sexton J. Contemporary China (1999), St. Martin's, New York
32. Imrie B.G. Beyond disconfirmation: the role of generosity and surprise. Int Mark Rev 22 3 (2005) 369-383
33. Jiang P., and Rosenbloom B. Customer intention to return online. Eur J Mark 39 1/2 (2005) 150-174
34. Karande K., Almurshidee K.A., and Al-Olayan F.S. Advertising standardization in culturally similar markets. Int J Adver 25 4 (2006) 489-511
35. Kelley L., Whatley A., Worthley R., and Li H. The role of the ideal organization in comparative management. Asia Pac J Manage 3 2 (1986) 59-75
36. Kim D., Pan Y., and Park H.S. High-versus low-context culture. Psychol Mark 15 6 (1998) 507-521
37. Kong M., and Jogaratnam G. The influence of culture on perceptions of service employee behavior. Manag Serv Qual 17 3 (2006) 275-297
38. Landrum H., Prybutok V.R., and Zhang X. A comparison of Magal's service quality instrument with SERVPERF. Info Manage 44 1 (2007) 104-113
39. Lee Z.N. Korean culture and sense of shame. Transcult Psychiatry 36 2 (1999) 181-194
40. Malai V., and Spence M. Cultural impact on relationship among perceived service quality, brand name value and customer loyalty. J Int Consum Mark 17 4 (2005) 7-39
41. Maurer T.J., Raju N.S., and Collins W.C. Peer and subordinate appraisal measurement equivalence. J Appl Psychol 83 (1998) 693-702
42. McCabe D.S., Rosenbaum M.S., and Yurchisin J. Perceived service quality and shopping motivations. Serv Mark Q 29 1 (2007) 1-21
43. McCracken G. Culture and consumption. J Consum Res 17 (1986) 398-411 [March]
44. Newburry W., and Yakova N. Standardization preferences: a function of national culture, work interdependence. J Int Bus Stud 37 1 (2006) 44-60
45. Oetzel J.G., and Ting-Toomey S. Face concerns in interpersonal conflict. Communic Res 30 6 (2003) 599-624
46. Oliver R.L. In: Corfman K.R., and Lynch J.G. (Eds). Varieties of value in the consumption satisfaction response. Adv Cons Res vol. 13 (1996), UT, Provo 143-147
47. Parasuraman A., Zeithaml V., and Berry L.J. A conceptual model of service quality. J Mark 49 4 (1985) 41-50
48. Parasuraman A., Zeithaml V., and Berry L.J. SERVQUAL: a multiple item scale. J Retail 84 (1988) 12-37 [Spring]
49. Paulin M., and Perrien J. Measurement of service quality: the effect of contextuality. In: Kunst P., and Lemmink J. (Eds). Managing Service Quality vol. 2 (1996), University of Maastricht 79-96
50. Pollay R.W., Tse D.K., and Wang Z.Y. Advertising, propaganda, and value change. J Bus Res 20 (1990) 85-95
51. Rokeach M. The nature of human values (1973), Free Pres, London
52. Schlossberg H. U.S. firms must contend with Japanese-style service. Mark News 24 (1990) 1-2 [May 28]
53. Spreng R.A., MacKenzie S.B., and Olshavky R.W. A reexamination of the determinants of customer satisfaction. J Mark 60 (1996) 15-32 [July]
54. Steenkamp J.B., and Baumgartner H. Assessing measurement invariance in cross-national consumer research. J Consum Res 25 (1998) 78-90 [June]
55. Sun T., Horn M., and Merritt D. Values and lifestyles of individualists and collectivists. J Consum Mark 21 5 (2004) 318-331
56. Taylor C.R., and Okazaki S. Who standardizes advertising more frequently?. J Int Mark 14 1 (2006) 98-120
57. Teas R.K. Expectations, performance evaluation and consumers' perceptions of quality. J Mark 57 4 (1993) 18-34
58. Triandis H.C. The many dimensions of culture. Acad Manage Exec 18 1 (2004) 88-93
59. Tse D.K., and Wilton P.C. Models of consumer satisfaction formation. J Mark Res 25 (1988) 204-212 [May]
60. Ueltschy L.C., and Krampf R.F. Cultural sensitivity to satisfaction and service quality measures. J Mark Theory Pract 9 (2001) 14-31 [Summer]
61. Ueltschy L.C., Krampf R.F., and Yannopoulos P. A cross-national study of perceived consumer risk towards online purchasing. Multinatl Bus Rev 12 2 (2004) 59-82
62. Williams J.A., and Anderson H.H. Engaging customers in service creation. J Serv Mark 19 1 (2005) 13-23
63. Witkowski T.H., and Wolfinbarger M.F. The formality dimension of service quality in Thailand and Japan. Adv Consum Res 28 (2001) 153-160
64. Wu J., DeSarbo W., Chen P.J., and Fu Y.Y. A latent structure factor analytic approach for customer satisfaction measurement. Mark Lett 17 3 (2006) 221-238
65. Yau O. Consumer behavior in China (1994), Routledge, London
66. Ying J., and Chang L.W. The impact of affect on service/quality and satisfaction. J Serv Mark 20 4 (2006) 211-218
67. Zacharakis A.L., McMullen J.S., and Shepherd D.A. Venture capitalists decision policies across three countries. J Int Bus Stud 38 5 (2007) 691-708
68. Zadrozny W. Leveraging the power of intangible assets. MIT Sloan Manag Rev 48 1 (2006) 85-89
69. Zhang Y.B., and Harwood J. Modernization of tradition in an age of globalization. J Com 54 (2004) 156-172
70. Zhang Y.B., Lin M.C., Nonaka A., and Beom K. Harmony, hierarchy and conservatism. Commun Res Rep 22 2 (2005) 107-115