RETAIL SERVICE QUALITY EXPECTATIONS AND PERCEPTIONS AMONG PHILIPPINE SMALL/MEDIUM ENTERPRISES

J. Mark Munoz, Peter Raven and Dianne H. B. Welsh ()
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J. Mark Munoz: Tabor School of Business, Millikin University, 1184 West Main St., Decatur, IL 62522, USA
Peter Raven: Albers School of Business and Economics, Seattle University, 900 Broadway, Seattle, WA 98122-4340, USA
Dianne H. B. Welsh: John H. Sykes College of Business, 401 Kennedy Boulevard, Tampa, Florida 33606-1490, USA

Journal of Developmental Entrepreneurship (JDE), 2006, vol. 11, issue 02, 145-156

Abstract: The Philippines is among the emerging markets in the world. Along with China, the Philippines attracts international enterprises seeking to establish a presence in Asia. This study examines small/medium enterprises (SMEs) management and employee perceptions of customer service on a number of dimensions. The results suggest that managers and employees in the Philippines behave in similar ways to those in Western countries, but there are differences, probably related to cultural characteristics. As the Philippine market becomes more involved with global business, the importance of service quality increases. The results can be valuable in the formulation of training, sales and marketing, business development, human resources management, and strategic planning. Implications for practice are discussed.

Keywords: SMEs; retail; service; Philippines (search for similar items in EconPapers)
Date: 2006
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DOI: 10.1142/S1084946706000362

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