Service quality delivery in a cross-national context

Ying Zhu, Susan Freeman and S. Tamer Cavusgil

International Business Review, 2018, vol. 27, issue 5, 1022-1032

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.

Keywords: Service culture; International comparison; Expectancy-disconfirmation theory; Service quality delivery (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:iburev:v:27:y:2018:i:5:p:1022-1032

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DOI: 10.1016/j.ibusrev.2018.03.002

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