... encounter components and went on to explore how the underlying dimensions differed between the USA and Japan. This study employed the six behavioral dimensions that were effective in measuring satisfaction in a Japanese sample and are defined as: Cross‐cultural management Customer satisfaction...

...‐cultural management Customer service management Customer satisfaction Whether a good or service, all products deliver a bundle of benefits to the consumer. However, whereas consumers derive benefits from the goods themselves (e.g. oranges), service benefits are delivered through the experience...