Reconceptualizing Service Encounter Quality in a Non-Western Context

By Nusser Raajpoot. 2004

186 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/d222b567d7a890e2e9758081d99a00896dd035da

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Razali Haron
2. Riadh Ladhari
3. Noradilah Abdul Subar
4. Vinay Kumar
5. M. Reimann
6. Khairunisah Ibrahim
7. Nicole Koenig‐Lewis
8. Adrian Palmer

In Organizational Behavior and Human Resource Management

1. Razali Haron
2. Noradilah Abdul Subar
3. Khairunisah Ibrahim
4. Riadh Ladhari
5. Vinay Kumar
6. M. Reimann
7. Nicole Koenig‐Lewis
8. Adrian Palmer

In Social Psychology

1. Razali Haron
2. Riadh Ladhari
3. Noradilah Abdul Subar
4. Vinay Kumar
5. M. Reimann
6. Khairunisah Ibrahim

Citations in the corpus

• Alternative measures of service quality: a review (2008, background): “3 Culture and service quality Several researchers have suggested that there is a need to develop culturally specific measures of service quality (Winsted, 1997; Zhou et al., 2002; Raajpoot, 2004; Karatepe et al., 2005).”
• Global Customer Engagement (2018, background): “At the same time, customers from individualist societies demand more to make their life convenient and are likely to place high delivery expectations on firms, whereas in collectivist societies, time is viewed as fluid, and consumers have a high tolerance for waiting (Dahl 2004; Raajpoot 2004).”
• Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020, methodology): “This study employs PAKSERV due to the influence of culture on service dimensions in Asia as proposed by Raajpoot (2004) and the adoption of the model by many past studies in Asian service setting.”
• Uncertainty Avoidance as a Moderator of the Relationship between Perceived Service Quality and Customer Satisfaction (2008, background): “Perceived service quality for several services has been found to vary greatly among people from different cultures (Donthu and Yoo 1998; Furrer, Liu, and Sudharshan 2000; Liu, Furrer, and Sudharshan 2001; Raajpoot 2004; Voss et al. 2004).”
• Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research (2020, unknown): “The role of service encounters is also well established in the marketing literature (e.g. Mattila and Enz, 2002; Raajpoot, 2004; Jayawardhena et al., 2007).”