Drivers of satisfaction and dissatisfaction for overseas service customers: A critical incident technique approach
Author
Abstract
Suggested Citation
DOI: 10.1016/j.ausmj.2011.08.004
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- Adrian Gourlay & Jonathan Seaton & Joy Suppakitjarak, 2005. "The determinants of export behaviour in UK service firms," The Service Industries Journal, Taylor & Francis Journals, vol. 25(7), pages 879-889, October.
- Helena Alves & Mário Raposo, 2009. "The measurement of the construct satisfaction in higher education," The Service Industries Journal, Taylor & Francis Journals, vol. 29(2), pages 203-218, February.
- Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
- Vandermerwe, Sandra & Gilbert, Douglas, 1989. "Making internal services market driven," Business Horizons, Elsevier, vol. 32(6), pages 83-89.
- Alford, Bruce L. & Sherrell, Daniel L., 1996. "The role of affect in consumer satisfaction judgments of credence-based services," Journal of Business Research, Elsevier, vol. 37(1), pages 71-84, September.
- Joanne Roberts, 1999. "The Internationalisation of Business Service Firms: A Stages Approach," The Service Industries Journal, Taylor & Francis Journals, vol. 19(4), pages 68-88, October.
- Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 84-91, June.
- Gremler, Dwayne D. & Gwinner, Kevin P., 2008. "Rapport-Building Behaviors Used by Retail Employees," Journal of Retailing, Elsevier, vol. 84(3), pages 308-324.
- David A. Ball & Valerie J. Lindsay & Elizabeth L. Rose, 2008. "Rethinking the paradigm of service internationalisation: Less resource-intensive market entry modes for information-intensive soft services," Management International Review, Springer, vol. 48(4), pages 413-431, April.
- Kassarjian, Harold H, 1977. "Content Analysis in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 4(1), pages 8-18, June.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Mario Testa & Vittoria Marino & Gerardino Metallo & Bernardino Quattociocchi & Salvatore Esposito De Falco, 2014. "The knowledge-based internationalization of italian fashion firms. The chinese market experience," ESPERIENZE D'IMPRESA, FrancoAngeli Editore, vol. 2014(1), pages 29-40.
- Shin, Bongsik & Lee, Sanghoon & Lee, Ho Geun, 2016. "Examining an extended duality perspective regarding success conditions of IT service," International Journal of Information Management, Elsevier, vol. 36(2), pages 226-239.
- Casidy, Riza, 2014. "The role of perceived market orientation in the higher education sector," Australasian marketing journal, Elsevier, vol. 22(2), pages 155-163.
- Denitsa Hazarbassanova Blagoeva & Peter D. Ørberg Jensen & Hemant Merchant, 2020. "Services in International Business Studies: A Replication and Extension of Merchant and Gaur (2008)," Management International Review, Springer, vol. 60(3), pages 427-457, June.
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- Friman, Margareta, 2004. "The structure of affective reactions to critical incidents," Journal of Economic Psychology, Elsevier, vol. 25(3), pages 331-353, June.
- Frank Huber & Frederik Meyer & Kai Vollhardt & Tobias Heußler, 2011. "Die Bedeutung von Emotionen für die wahrgenommene Fairness bei Preiserhöhungen," Schmalenbach Journal of Business Research, Springer, vol. 63(4), pages 404-426, June.
- Frank, Björn & Herbas Torrico, Boris & Enkawa, Takao & Schvaneveldt, Shane J., 2014. "Affect versus Cognition in the Chain from Perceived Quality to Customer Loyalty: The Roles of Product Beliefs and Experience," Journal of Retailing, Elsevier, vol. 90(4), pages 567-586.
- David Doloreux & Anika Laperrière, 2014. "Internationalisation and innovation in the knowledge-intensive business services," Service Business, Springer;Pan-Pacific Business Association, vol. 8(4), pages 635-657, December.
- David A. Ball & Valerie J. Lindsay & Elizabeth L. Rose, 2008. "Rethinking the paradigm of service internationalisation: Less resource-intensive market entry modes for information-intensive soft services," Management International Review, Springer, vol. 48(4), pages 413-431, April.
- Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
- LEMOINE, Jean-François & PLICHON, Véronique, 2000. "Le rôle des facteurs situationnels dans l'explication des réactions affectives du consommateur à l'intérieur d'un point de vente. / The Role of Situational Factors in the Understanding of Consumer Aff," LEG - CERMAB / Centre de Recherche en Marketing de Bourgogne - Cahier de recherche 2000-04, LEG - CERMAB, CNRS UMR 5118, Université de Bourgogne.
- Vinh Nhat Lu & Pascale G. Quester & Christopher J. Medlin & Brett Scholz, 2011. "Determinants of export success in professional business services: a qualitative study," The Service Industries Journal, Taylor & Francis Journals, vol. 32(10), pages 1637-1652, November.
- Machleit, Karen A. & Mantel, Susan Powell, 2001. "Emotional response and shopping satisfaction: Moderating effects of shopper attributions," Journal of Business Research, Elsevier, vol. 54(2), pages 97-106, November.
- Gelbrich, Katja, 2011. "I Have Paid Less Than You! The Emotional and Behavioral Consequences of Advantaged Price Inequality," Journal of Retailing, Elsevier, vol. 87(2), pages 207-224.
- Alexander Eickelpasch & Alexander Vogel, 2010.
"Determinants of the export behaviour of German business services companies,"
The Service Industries Journal, Taylor & Francis Journals, vol. 31(4), pages 513-526, May.
- Alexander Eickelpasch & Alexander Vogel, 2009. "Determinants of Export Behaviour of German Business Services Companies," Discussion Papers of DIW Berlin 876, DIW Berlin, German Institute for Economic Research.
- Alexander Eickelpasch & Alexander Vogel, 2009. "Determinants of Export Behaviour of German Business Services Companies," Working Paper Series in Economics 123, University of Lüneburg, Institute of Economics.
- Wu, Cedric Hsi-Jui & Liang, Rong-Da, 2011. "The relationship between white-water rafting experience formation and customer reaction: a flow theory perspective," Tourism Management, Elsevier, vol. 32(2), pages 317-325.
- Zeelenberg, M. & Pieters, R., 1999. "On service delivery that might have been : Behavioral responses to disappointment and regret," Other publications TiSEM 6596c484-f332-4f60-a96a-3, Tilburg University, School of Economics and Management.
- Conti, Giuliano & Lo Turco, Alessia & Maggioni, Daniela, 2014. "Spillovers through backward linkages and the export performance of business services. Evidence from a sample of Italian firms," International Business Review, Elsevier, vol. 23(3), pages 552-565.
- Prayag, Girish & Mills, Hamish & Lee, Craig & Soscia, Isabella, 2020. "Team identification, discrete emotions, satisfaction, and event attachment: A social identity perspective," Journal of Business Research, Elsevier, vol. 112(C), pages 373-384.
- Lova Rajaobelina & Isabelle Brun & Nour Kilani & Line Ricard, 2022. "Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(3), pages 232-249, September.
- Singh, Sangeeta, 2009. "'Unserved' interpretations of service satisfaction," DEE - Working Papers. Business Economics. WB wb097407, Universidad Carlos III de Madrid. Departamento de EconomÃa de la Empresa.
- Arnold, Mark J. & Reynolds, Kristy E. & Ponder, Nicole & Lueg, Jason E., 2005. "Customer delight in a retail context: investigating delightful and terrible shopping experiences," Journal of Business Research, Elsevier, vol. 58(8), pages 1132-1145, August.
- Helena Turunen & Niina Nummela, 2017. "Internationalisation at home: The internationalisation of location-bound service SMEs," Journal of International Entrepreneurship, Springer, vol. 15(1), pages 36-54, March.
- Denitsa Hazarbassanova Blagoeva & Peter D. Ørberg Jensen & Hemant Merchant, 2020. "Services in International Business Studies: A Replication and Extension of Merchant and Gaur (2008)," Management International Review, Springer, vol. 60(3), pages 427-457, June.
More about this item
Keywords
International services; Inward internationalisation; Higher education; Overseas consumers; International students;All these keywords.
Statistics
Access and download statisticsCorrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:aumajo:v:20:y:2012:i:1:p:97-107. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/australasian-marketing-journal/ .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.