Uncertainty Avoidance as a Moderator of the Relationship between Perceived Service Quality and Customer Satisfaction
By M. Reimann, Ulrich F. Lünemann, R. B. Chase. 2008
194 citations recorded by the source corpus.
Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science, Strategy and Management
View Paper: https://www.semanticscholar.org/paper/d9fe1f13dfa0729d7dfde2667c368524c3a6af21
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
- Lerzan Aksoy
- Sunil Mithas
- Timothy L. Keiningham
- Matteo De Angelis
- Forrest V. Morgeson
- Sara Valentini
- Y. Kim
- Hyung-Ryong Lee
In Sociology and Political Science
- Sunil Mithas
- Matteo De Angelis
- Forrest V. Morgeson
- Lerzan Aksoy
- Sara Valentini
- Y. Kim
- Hyung-Ryong Lee
- Chiara Orsingher
In Strategy and Management
Citations in the corpus
- An investigation of the cross-national determinants of customer satisfaction (2011, background): “…expectations, price sensitivity, service quality, loyalty, and so forth, they have limited generalizability because prior work uses only a small number of countries and regions, a limited set of predictor variables, and/or a small group of consumers within a particular economic sector.”
- A meta-analysis of satisfaction with complaint handling in services (2010, background): “High uncertainty avoiding cultures need structured relationships and call for immediate and professional response in unclear situations (Reimann et al. 2008; Patterson et al. 2006).”
- Customer satisfaction using low cost carriers (2011, background): “Reimann, Lunemann, and Chase (2008) showed that the major difference in the service quality perception of a gas company depends on the customer’s nationality.”