An exploratory study of influences on retail service quality: A focus on Kuwait and Lebanon

Journal of Services Marketing

Volumn 18, Issue 3, 2004, Pages 198-214

  Raven, Peter ^a   Welsh, Dianne H B ^b  

^a SEATTLE UNIVERSITY   (United States)

^b JOHN CARROLL UNIVERSITY   (United States)

Author keywords

Kuwait; Lebanon; Middle East; Quality; Retailing

Indexed keywords

EID: 84993008461     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040410536503     Document Type: Article

References (58)

1. Abbasi, S.M. and Hollman, K. (1993), “Business success in the Middle East”, Management Decision, Vol. 31 No. 1, pp. 55-59.
2. Abouchedid, K. and Nasser, R. (2002), “Attributions of responsibility for poverty among Lebanese and Portuguese university students: a cross-cultural comparison”, Social Behavior and Personality, Vol. 30 No. 1, pp. 25-36.
3. Alawi, H.M.A. (1986), “Saudi Arabia: making sense of self-service”, International Marketing Review, Vol. 3 No. 1, pp. 21-38.
4. Ali, A. (1988), “A cross-national perspective of managerial work value systems”, Advances in International Comparative Management, Vol. 3, pp. 151-169.
5. Ali, A.J. (1990), “Decision-making style, individualism, and attitudes toward risk of Arab executives”, International Studies of Management and Organization, Vol. 22 No. 3, pp. 53-73.
6. Ali, A.J. (1993), “Management theory in a transitional society: the Arabs' experience”, International Studies of Management and Organization, Vol. 20 No. 3, pp. 7-35.
7. Ali, A. and Al-Shakhis, M. (1986), “The relationship between administrators’ attitudes and needs in Saudi Arabia”, Proceedings, Academy of International Business: Southeast, Atlanta, GA.
8. Ardichvili, A. (2001), “Leadership styles and work-related values of managers and employees of manufacturing enterprises in post-Communist countries”, Human Resource Development Quarterly, Vol. 12 No. 4, pp. 363-383.
9. Clarke, K.R. (2001), “US retailers dominate while globalization decelerates in the global retail marketplace”, PriceWaterhouseCoopers, available at: www.pwcglobal.com/extweb/ncsurvres.nsf/DocID/608FCFF6C3A95CFB8525695B004FA7A5.
10. Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56, pp. 55-68.
11. Department of Commerce (2001), “Background notes: Saudi Arabia,” Bureau of Near Eastern Affairs, available at: www.state.gov/www/background_notes/saudi_0998_bgn.html.
12. Donnelly, M., van t Hull, S. and Will, V. (2000), “Assessing the quality of service provided by market research agencies”, Total Quality Management, Vol. 11 No. 4, pp. 490-500.
13. Donthu, N. and Yoo, B. (1998), “Cultural influences on service quality expectations”, Journal of Service Research, Vol. 1 No. 2, pp. 178-186.
14. Drucker, P.F. (1993), “The retail revolution”, The Wall Street Journal, p. A12.
15. Farris, B.E. and Glenn, N.D. (1976), “Fatalism and familism among Anglos and Mexican Americans in San Antonio”, Sociology and Social Research, Vol. 60 No. 4, pp. 393-402.
16. Foxman, E.R., Raven, P.V. and Stem, D. (1990), “Locus of control, fatalism, and responses to dissatisfaction: a pilot study”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 3, pp. 21-28.
17. Frumkin, P. (2002), “Despite woes, US hungry for Mid-east growth”, Naton's Restaurant News, Vol. 36 No. 27, pp. 1-39.
18. Furrer, O., Liu, B.S.-C. and Sudharshan, D. (2000), “The relationships between culture and service quality perceptions”, Journal of Service Research, Vol. 2 No. 4, pp. 355-371.
19. Gordon, M. (1999), “No representation without taxation”, Middle East, Vol. 288, pp. 19-20.
20. Gupta, V., Hanges, P.J. and Dorfman, P. (2002), “Cultural clusters: methodology and findings”, Journal of World Business, Vol. 37, pp. 11-15.
21. Hofstede, G. (1980), Culture's Consequences: International Differences in Work-Related Values, Sage Publications, Beverly Hills, CA.
22. Hofstede, G. (1991), Cultures and Organizations: Software of the Mind, McGraw-Hill, New York, NY.
23. Hofstede, G. (1994), “Management scientists are human”, Management Science, Vol. 40 No. 1, pp. 4-13.
24. Ikea (2001), available at www.ikea.com/about_ikea/facts_and_figures/figures.asp.
25. Jacobson, C.K. (1999), “Denominational and racial and ethnic differences in fatalism”, Review of Religious Research, Vol. 41 No. 1, pp. 9-20.
26. Johansson, J.K. (2000), Global Marketing: Foreign Entry, Local Marketing, and Global Management, McGraw-Hill, New York, NY.
27. John, J., Tansuhaj, P.S., Manzer, L.L. and Gentry, J.W. (1986), “Fatalism as an explanation of cross-cultural differences in the perception of uncertainty in the marketplace”, working paper, University of Wisconsin-Madison, Madison, WI.
28. Kassem, M.S. (1989), “Services marketing: the Arabian Gulf experience”, The Journal of Services Marketing, Vol. 3 No. 3, pp. 61-71.
29. Kaynak, E., Kucukemiroglu, O. and Odabasi, Y. (1992), “Consumer complaint handling in an advanced developing economy: an empirical investigation”, Journal of Business Ethics, Vol. 11 No. 11, pp. 813-829.
30. Lam, S.S.K. (1997), “SERVQUAL: a tool for measuring patients' opinions of hospital service quality in Hong Kong”, Total Quality Management, Vol. 8 No. 4, pp. 145-152.
31. Leonidou, L.C. (1995), “The Saudi distribution system: structure, operation, and behaviour”, Marketing Intelligence & Planning, Vol. 13 No. 11, pp. 27-35.
32. Leonidou, L.C. (1996), “Unveiling the marketing scene in Saudi Arabia: from sellers' to buyers' conditions”, Journal of International Marketing and Management Research, Vol. 21 No. 3, pp. 123-144.
33. 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.
34. Management Ventures (1998), “Wal-Mart enters Germany”, February 9, available at: www.mventures.com/news/Key1998/flash98/walmart.asp (accessed June 17, 2002).
35. Mattila, A. (1999), “The role of culture in the service evaluation process”, Journal of Service Research, Vol. 1 No. 3, pp. 250-261.
36. Moody, I.M. (2000), Kuwait, Mergent Publishing, New York, NY.
37. Moorman, D.C.V. (1999), “Fatalism and income changes in a low-income population”, thesis, Iowa State University, Ames, IA.
38. Nasser, R. and Abouchedid, K. (2001), “Causal attribution of poverty among Lebanese university students”, Current Research in Social Psychology, Vol. 6 No. 14, pp. 205-220.
39. Nunnaly, J.C. (1978), Psychometric Theory, McGraw-Hill, New York, NY.
40. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1986), SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality, Marketing Science Institute, Cambridge, MA.
41. 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, pp. 12-40.
42. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol. 58 No. 1, pp. 111-124.
43. Rafaeli, A. (1989), “When cashiers meet customers: an analysis of the role of supermarket cashiers”, Academy of Management Journal, Vol. 32 No. 2, pp. 245-273.
44. Rafaeli, A. and Sutton, R.I. (1990), “Busy stores and demanding customers: how do they affect the display of positive emotion?”, Academy of Management Journal, Vol. 33 No. 3, pp. 623-637.
45. Ramseyer, R. (2001), “Mid-East piece”, Restaurant Business, Vol. 100 No. 12, pp. 29-35.
46. Raven, P.V., Welsh, D. and Al-Bisher, F. (2001a), “Franchise relations in the Gulf region: the case of the elegant shoplifter”, in Alon, I. and Welsh, D.H.B. (Eds), International Franchising in Emerging Markets: China, India, and Other Asian Countries, CCH, Washington, DC, pp. 229-241.
47. Raven, P.V., Welsh, D. and Al-Mutair, N. (2001b), “Starbucks International Coffee in Kuwait: gateway to the Middle East”, in Alon, I. and Welsh, D.H.B. (Eds), International Franchising in Emerging Markets: China, India, and Other Asian Countries, CCH, Washington, DC, pp. 243-251.
48. Rice, G. (1999), “Islamic ethics and the implications for business”, Journal of Business Ethics, Vol. 4 No. 2, pp. 345-358.
49. Russell, M.B. (2000), The Middle East and South Asia, Stryker-Post, Harpers Ferry, WV.
50. Shostack, G.L. (1985), “Planning the service encounter”, in Czepiel, J.A., Solomon, M.R. and Surprenant, C.F. (Eds), The Service Encounter, Lexington Books, Lexington, MA, pp. 243-254.
51. Tansuhaj, P., Gentry, J.W., John, J., Manzer, L.L. and Cho, B.J. (1991), “A cross-national examination of innovation resistance”, International Marketing Review, Vol. 8 No. 3, pp. 7-20.
52. Teas, R.K. (1993), “Expectations, performance evaluation, and consumers' perceptions of quality”, Journal of Marketing, Vol. 57, pp. 18-34.
53. Tuncalp, S. (1988), “The marketing research scene in Saudi Arabia”, European Journal of Marketing, Vol. 22 No. 5, pp. 15-22.
54. Welsh, D. (2002), personal correspondence, Ismael and Ibrahim Al-Faheem, Paris Gallery, Dubai, November 25.
55. Wetzels, M., De Ruyter, K. and Lemmink, J. (2000), “Measuring service quality trade-offs in Asian distribution channels: a multi-layer perspective”, Total Quality Management, Vol. 11 No. 3, pp. 307-318.
56. Winsted, K.F. (1999), “Evaluating service encounters: a cross-cultural and cross-industry exploration”, Journal of Marketing Theory & Practice, Vol. 7 No. 2, pp. 106-123.
57. Yasin, M. and Stahl, M. (1990), “An investigation of managerial motivational effectiveness in the Arab culture”, International Studies of Management and Organizations, Vol. 20 No. 3, pp. 69-78.
58. Zanoyan, V. (1995), “After the oil boom: the holiday ends in the Gulf”, Foreign Affairs, Vol. 74 No. 6, pp. 2-7.