Please use this identifier to cite or link to this item: http://hdl.handle.net/1880/50259
Title: Dimensions of service quality in developed and developing economies: multi‐country cross‐cultural comparisons
Authors: Agarwal, James
Malhotra, Naresh K.
Ulgado, Francis M.
Shainesh, G.
Wu, Lan
Keywords: Customer services quality;Developing countries;Service industries;Cross-cultural studies
Issue Date: 2005
Publisher: Emerald Group Publishing Limited
Citation: Naresh K. Malhotra, Francis M. Ulgado, James Agarwal, G. Shainesh, Lan Wu, (2005) "Dimensions of service quality in developed and developing economies: multi‐country cross‐cultural comparisons", International Marketing Review, Vol. 22 Iss: 3, pp.256 - 278
Abstract: Purpose – Despite the rapid growth and internationalization of services, marketers of services realize that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service “quality.” This paper aims to examine the differences in perception of service quality dimensions between developed and developing economies.
Description: Post print uploaded as per publisher's request. Link to publisher's version with doi must be available.http://www.emeraldinsight.com.ezproxy.lib.ucalgary.ca/doi/full/10.1108/02651330510602204
URI: http://hdl.handle.net/1880/50259
ISSN: 0265-1335
Appears in Collections:Agarwal, James

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