The Relationships Between Culture And Service Quality Perceptions: Basis For Cross-Cultural Market Segmentation And Resource Allocation  

Oleh:

Furrer, Olivier ; Liu, Ben Shaw-Ching ; Sudharshan, D.

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal Of Service Research vol. 2 no. 4 (May 2000), page 355-371.
Fulltext: 355.pdf (131.03KB)

Isi artikel

The authors argue that perceptions of service quality vary across cultural groups, as defined by each culture’s position on Hofstede’s dimensions. They explicitly map the relationship between service quality perceptions and cultural dimension positions and draw the implications for international service market segmentation. They also test the hypotheses constituting their theoretical analysis. They show that the importance of SERVQUAL dimensions is correlated with Hofstede’s cultural dimensions. They also used the correlation coefficients to compute a Cultural Service Quality Index that could be used to segment international service markets and allocate resources across segments.

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