Dimensions of service quality in developed and developing economies: multi‐country cross‐cultural comparisons

By Naresh K. Malhotra, Francis M. Ulgado, James Agarwal, G. Shainesh, Lan Wu. 2005

340 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/070074eab71e73ddaa3020d03accfb626df83129

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Citations in the corpus

Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector (2014, background): “A broader customer-base of loyal customers may be won if the services delivery staff is strongly committed to providing premium quality services as well as is able to effectively handle conflicts in a timely manner (Malhotra et al., 2005; and Ndubisi, & Wah, 2005).”
Measuring Commuters' Perception on Service Quality Using SERVQUAL in Public Transportation (2011, background): “Culture as a new dimension was added (Paul and Alain,1996; Malhotra, Agarwal, & Peterson, 1996; Malhotra et al.,1994; Malhotra et al., 2005; Mattila, 1999; Winsted, 1997; Liu and McClure, 2001; Karen and Boo, 2007; Satyabhusan et al., 2009) have identified culture to be an important aspect in…”
Bank service quality: comparing Canadian and Tunisian customer perceptions (2011, background): “In the banking sector, only a few studies examine differences in perceived service quality across countries (Lewis, 1991; Malhotra et al., 2005).”
The Effect of Collectivism on the Importance of Relationship Quality and Service Quality for Behavioral Intentions: A Cross-National and Cross-Contextual Analysis (2010, background): “…there is substantial evidence regarding potential differences in perceptions of buyer–seller relationships and service evaluations among customers with diverse cultural characteristics (Donthu and Yoo 1998; Malhotra et al. 2005; Matilla 1999; Winsted 1997, 1999; Zhang, Beatty, and Walsh 2008).”
Which Competitive Advantage(s)? Competitive Advantage–Market Performance Relationships in International Markets (2017, background): “For example, U.S. customers may expect aboveaverage service as part of the offering, while customers in developing countries may consider the provision of average service almost a bonus (Malhotra et al. 2005).”
A Cross-National and Cross-Cultural Approach to Global Market Segmentation: An Application Using Consumers’ Perceived Service Quality (2010, background): “Only a few studies have examined the role of crosscultural influences on PSQ (e.g., Donthu and Yoo 1998; Malhotra et al. 2005; Mattilla 1999; Winsted 1997).”
Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020, background): “…model IES exploit culturally sensitive service quality (Ganguli and Roy, 2011); hence it confirms that service quality and customers’ satisfaction is a cultural phenomenon and is essential to be grounded in a local cultural context (Raajpoot, 2004; Malhotra et al., 2005; Moghavvemi et al., 2018).”
Internationalization of services: identifying the building‐blocks for future research (2007, background): “An examination of the USA service sector suggests that in the USA alone the service sector accounts for three-fourths of the GNP and 80 percent of world wide employment, with exportable services being the largest segment of the US global service trade ( Malhotra et al. , 2005”
Bank service quality: evidence from five Balkan countries (2006, background): “developing countries (Malhotra et al., 2005).”