.../approach Data were collected in Thailand, using critical incident technique. A total of 253 subjects share their experiences of being “deferential” (i.e. “kreng-jai” in Thailand) during everyday service encounters. Findings The findings indicate that in cultures in which the cultural norm (i.e. kreng...

...Chuanchuen Akkawanitcha; Paul G. Patterson Purpose The purpose of this paper is to examine the impact of a loss of face on the psychological well-being of frontline employees (FLEs) in an Eastern cultural context (Thailand) when subjected to customer aggression. Importantly, it adopts...

...Birgit Muskat; Matthias Muskat; Deborah Blackman Purpose The purpose of this paper is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to identify and to interpret the relevant societal cultural...

...Stephen Graham Saunders Purpose The purpose of this paper is to examine the PAKSERV service quality measure in a South African cultural context. Design/methodology/approach In order to test and confirm the dimensionality of the PAKSERV service quality construct a confirmatory factor analysis...

...Karen Kueh; Boo Ho Voon Purpose The main purpose of this paper is to examine the influence of individual‐level cultural dimensions on Generation Y consumers' expectations of service quality. Design/methodology/approach Service quality and individual‐level cultural values were measured using...

...Evangelos Tsoukatos; Graham K. Rand Purpose The purpose of this research is to examine the effect of culture on service quality and customer satisfaction. Design/methodology/approach By extending GIQUAL, an instrument developed for measuring service quality in Greek Insurance, to measure...

...Larry A. Mallak; David M. Lyth; Suzan D. Olson; Susan M. Ulshafer; Susan M. Ulshafer; Frank J. Sardone Healthcare organization performance is a function of many variables. This study measured relationships among culture, the built environment, and outcome variables in a healthcare provider...

.... An example of this is the global application of Parasuraman, Zeithamal and Berry’s conceptualisation of service quality (SERVQUAL) in 1988 without consideration of the possible influence of the variety of cultures found in international markets. This paper takes a cautionary stance to such global application...

... should look to move some function – some decision making, some worry – to others who traditionally have been sheltered from playing a full part in our success. © MCB UP Limited 1995 Culture Customer service Management theory TQM Many organizations today are exploring new management...

...D. Clutterbuck; D. Dearlove Argues that organisations are built around cultural assumptions as much as they are around market assumptions and that an effective service strategy recognises that the two go hand‐in‐hand. Reviewsthree different levels of organisational culture: the artifactual level...