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Service quality delivery in a cross-national context

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  • Zhu, Ying
  • Freeman, Susan
  • Cavusgil, S. Tamer

Abstract

Consumption of a broad range of services ranging from tourism to hospitality by an increasingly global mix of customers, especially from the new millennium of the emerging middle class, is creating an interesting challenge for service providers. What are the macro-environmental (cultural, historical, economic, political etc.) influences on service culture and on service quality delivery? Drawing on the expectancy-disconfirmation theory, this qualitative study provides insights on profound macro-environmental drivers of attitudes towards service quality delivery from a cross-national context. Based on comparative, country-based industry insights that highlight employee attitudes from advanced and emerging markets, we discuss the impact from a cross-national service quality delivery perspective. By examining comparative country contexts in growing service sectors, as in hospitality and tourism, we develop and present a conceptual model of cross-national service quality delivery.

Suggested Citation

  • Zhu, Ying & Freeman, Susan & Cavusgil, S. Tamer, 2018. "Service quality delivery in a cross-national context," International Business Review, Elsevier, vol. 27(5), pages 1022-1032.
    • Handle: RePEc:eee:iburev:v:27:y:2018:i:5:p:1022-1032
    DOI: 10.1016/j.ibusrev.2018.03.002
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    Cited by:

    1. Magnús Haukur Ásgeirsson & Thorhallur Gudlaugsson & Gunnar Thór Jóhannesson, 2022. "State and Order of Service Orientation Knowledge in Hospitality and Tourism Research: Systematic Literature Review," Administrative Sciences, MDPI, vol. 12(3), pages 1-20, August.
    2. Wen-Kuo Chen & Venkateswarlu Nalluri & Man-Li Lin & Ching-Torng Lin, 2021. "Identifying Decisive Socio-Political Sustainability Barriers in the Supply Chain of Banking Sector in India: Causality Analysis Using ISM and MICMAC," Mathematics, MDPI, vol. 9(3), pages 1-23, January.
    3. Joanna Hawlena, 2020. "Effectiveness of Intersectoral Competition in Shaping the Transport Market," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 1), pages 323-334.
    4. Joanna Hawlena & Anna Mazurek-Kusiak & Agata Kobyłka, 2019. "Main Determinants of Shaping the Quality of Air Transport Services," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 168-185.

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