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|Title:||Dimensions of service quality in developed and developing economies: multi‐country cross‐cultural comparisons|
Malhotra, Naresh K.
Ulgado, Francis M.
|Keywords:||Customer services quality;Developing countries;Service industries;Cross-cultural studies|
|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|
|Appears in Collections:||Agarwal, James|
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