Service Quality Perceptions and Customer Satisfaction: Evaluating the Role of Culture

By Michel Laroche, Linda C. Ueltschy, Shuzo Abe, Mark Cleveland, P. Yannopoulos. 2004

300 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/69440d27d59de936fbf0e2c0d4b660a86a832b03

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Citations in the corpus

Global Customer Engagement (2018, background): “They consider trust and commitment necessary elements for any good customer–provider relationship (Hoppner, Griffith, and White 2015; Laroche et al. 2004).”
Consumer Responses to Service Failures: A Resource Preference Model of Cultural Influences (2008, background): “With regard to service failures, the prevailing view is that individualists are generally more dissatisfied than collectivists (Furrer, Liu, and Sudharshan 2000; Laroche et al. 2004).1 The rationale for this pattern of cross-cultural consumer behavior is twofold.”
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): “…from cultures low in collectivism (more individualist) are more likely to perceive service quality as poor, even under similar levels of delivery (Laroche et al. 2004; Liu, Furrer, and Sudharshan 2001), and to be less tolerant of service failures (Furrer, Liu, and Sudharshan 2000), implying an…”
Examining the Impact of Service Quality: A Meta-Analysis of Empirical Evidence (2009, background): “Research has consistently shown that national culture infl uences customers’ expectations and perceptions (e.g., Laroche et al. 2004), and thus should affect service quality perceptions.”
Measuring personal cultural orientations: scale development and validation (2010, background): “in consumer attitudes and behavior (e.g., Albers-Miller and Gelb 1996; Birgelen et al. 2002; Laroche et al. 2004; Sivakumar and Nakata 2001; Steenkamp, Hofstede and Wedel 1999).”
Perceived service quality in fast‐food restaurants: empirical evidence from China (2010, background): “), China is a highly collectivist culture characterized by strong and cohesive ties between group members ( Laroche et al. , 2004”
A Cross-National and Cross-Cultural Approach to Global Market Segmentation: An Application Using Consumers’ Perceived Service Quality (2010, methodology): “In general, prior research on PSQ has adopted a crossnational perspective in which countries have been used as proxies for national cultures without specifically incorporating the role of culture (e.g., Brady et al. 2005; Keillor, Hult, and Kandemir 2004; Laroche et al. 2004).”