Cultural Sensitivity to Satisfaction and Service Quality Measures

Ueltschy, Linda C.; Krampf, Robert F.

doi:10.1080/10696679.2001.11501894

Cited by 63 publications

(46 citation statements)

References 60 publications

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“…Research on SQ across different cultural groups shows that different treatment or service delivery between, for instance, Chinese and American (Malhotra and McCort 2001), Japanese 13 and American (Winsted 1999) or Hispanic and Anglo (Ueltschy and Krampf 2001) is unarguably required/needed. Westerners are characterized as individualistic, low in power distance, weak in uncertainty avoidance, mixed in masculine dimension and less long-term oriented (Hofstede 1980;.…”

Section: The Relation Between Culture and Sqmentioning

confidence: 99%

“…At the international level, researchers have realised that the cultural impact on SQ is neglected and needs to be has to be taken into consideration (Ueltschy and Krampf 2001). However, research to date, particularly within the Asian region, research is still fragmented with much specific attention focused on Chinese-Confucian beliefs overlooking other prominent cultural beliefs with SQ research still primarily focussed on addressing conceptualisation and measurement of SQ, such as SERVQUAL (Parasuraman, Zeithaml and Berry, 1985;1988), that have been argued to be conceptually flawed.…”

Section: Introductionmentioning

confidence: 99%

“…Many aspects and experiences in particular cultural backgrounds influence consumer judgements (Ueltschy and Krampf 2001). At the international level, researchers have realised that the cultural impact on SQ is neglected and needs to be has to be taken into consideration (Ueltschy and Krampf 2001).…”

Section: Introductionmentioning

confidence: 99%

“…There is growing evidence that culture influences buying-habits and consumer behaviour in a service context (Mattila 1999;Ueltschy and Krampf 2001). Essentially, Service Quality (SQ) definitions are consumer-led interpretations, and they are focused the consumers judgment of service performance (Ghobadian, Speller, & Jones, 1994).…”

Section: Introductionmentioning

confidence: 99%

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The role of Islamic culture in service quality research

Gayatri

Hume²,

Mort³

2011

Asian Journal on Quality

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The purpose: The purpose of this research is to explore Service Quality from the perspective of the Muslim consumer. There is growing evidence that culture influences buying-habits and behaviours' of consumers in services. However, most cross-cultural consumer research in Asia has focused on the dimension of Chinese-Confucian beliefs providing opportunity to investigate other religious-cultural aspects in an Asia and consumption.Design/methodology/approach: This research explores the key attributes/factors of quality of services according to Muslim customers using the verbal protocol method followed by in-depth probing interviews of 35 respondents. In depth, interviews were conducted in Indonesia with a sample of Javanese-Muslim customers of airline, retail, hotel, and restaurant industries.Theoretical saturation was achieved with thick rich scripts obtained from respondents.Findings: Preliminary analysis suggests some distinct outcomes positioning culture and religion as important construct for consideration in service quality research.Practical Implications: The research provides important insights for service providers who target the Muslim consumer. AbstractThe purpose of this research is to explore Service Quality from the perspective of the Muslim consumer. There is growing evidence that culture influences buying-habits and behaviours' of customers in a service context. The fact that most cross-cultural consumer research in Asia has focused on the dimension of Chinese-Confucian beliefs provides this research opportunity to investigate other religious-cultural aspects in an Asian context and service quality. In this study, the key attributes/factors of quality of services according to Muslim customers are explored using the verbal protocol method. The verbal protocol is followed by in-depth probing of respondents. Interviews were conducted in Indonesia with a sample of Javanese-Muslim customers of airline, retail, hotel and restaurant industries. Preliminary analysis suggests some distinct outcomes which will be presented and position culture as a fertile field for future research in service quality. The research provides important insights for service providers who will target the Muslim consumers.This research also has potential to enrich SQ conceptualization, theory, and measurement.

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Section: The Relation Between Culture and Sqmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The role of Islamic culture in service quality research

Gayatri

Hume²,

Mort³

2011

Asian Journal on Quality

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“…Additionally, the differences in culture also impact to measure quality in a service sector (Ueltshy & Krampf, 2001). When measuring retail service quality in Vietnam environment, we referred "Regulation of supermarkets and commercial centers in Vietnam" (Ministry of Commerce, 2004).…”

Section: Analytical Frameworkmentioning

confidence: 99%

Retailer Service Quality and Customer Loyalty: Empirical Evidence in Vietnam

Hà

Minh²,

Phan

et al. 2015

ASS

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This study investigates the relationship between retailer service quality and customer loyalty by conducting questionnaire survey on 664 buyers in several supermarkets in Vietnam. This questionnaire was constructed with 49 retail service quality items covering 6 service quality dimensions namely Physical aspects, Reliability, Personal Interaction, Problem solving and Policy and Information of goods, and 2 customer loyalty items. Statistical analysis results indicate the significant link between customer loyalty and such dimensions of service quality as Problem solving, Policy and Personal Interaction. From these findings, both managerial and theoretical implications have been discussed.

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Explore how Chinese consumers evaluate retail service quality and satisfaction

Tam

Cheung

2012

Serv Bus

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Cultural Sensitivity to Satisfaction and Service Quality Measures

Cited by 63 publications

References 60 publications

The role of Islamic culture in service quality research

The role of Islamic culture in service quality research

Retailer Service Quality and Customer Loyalty: Empirical Evidence in Vietnam

Explore how Chinese consumers evaluate retail service quality and satisfaction

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