Cross-cultural invariance of measures of satisfaction and service quality
By Linda C. Ueltschy. 2004
121 citations recorded by the source corpus.
Subfields: Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/b3b9fcde8a7404e8b3096b26a42a6925bbaf7c7e
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Organizational Behavior and Human Resource Management
Citations in the corpus
- Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction (2009, background): “Text-based scenarios (Eroglu, 1987), sometimes also referred to as vignettes (Alexander and Becker, 1978), appear frequently in experiments in the service literature, particularly with respect to research on antecedents to customer satisfaction (cf. Bitner, 1990; Dallimore et al., 2007; Estelami and”
- Revisiting the smiling service worker and customer satisfaction (2008, background): “Stimuli Text-based scenarios (Eroglu, 1987), sometimes also referred to as vignettes (Alexander and Becker, 1978), appear frequently in the service literature (Bitner, 1990; Murray, 1991; Ueltschy et al., 2002), and one fundamental advantage is that they allow for a systematic manipulation of variab”
- An investigation into customer satisfaction levels in the budget accommodation sector in Scotland: a case study of backpacker tourists and the Scottish Youth Hostels Association (2006, background): “…this research the focus was not to enter into the already welldeveloped debate associated with expectations and quality/performance (Oh, 1999; Giese & Cote, 2000; ARTICLE IN PRESS R. Nash et al. / Tourism Management 27 (2006) 525–532 527 Lee et al., 2000; Choi & Chu, 2001; Ueltschy et al., 2002).”