A Study of the Service Encounter in Eight Countries

By Bruce D. Keillor, G. Tomas M. Hult, D. Kandemir. 2004

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How researchers see this paper

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Service quality, customer satisfaction, and behavioral intentions in fast‐food restaurants (2009, background): “A variety of food and beverage Perceived value Competitive price for food Competitive price for beverage Value worthy of price Kim and Kim (2004) and Kara et al.”
Investigating the key factors affecting behavioral intentions: evidence from a full-service restaurant setting. (2011, background): “Service encounters are central to customer satisfaction ( Keillor 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).”