The Influence of Cross-Cultural Factors on the Perceived Service Quality

摘要：

Perception of service quality in the cross-cultural context is an important problem in cross-cultural service delivery process. According to the existing research, the five dimensions of service quality are ranked differently by consumers from different cultural backgrounds, however, no systematical explanations are provided concerning the origin and patterns of such differences. By reflecting on Hofstedes cultural dimensions, Parasuramans SERVQUAL model and the service delivery gap model, this paper aims to produce a conceptual explanation for cross-cultural service delivery, thereby improving cross-cultural service quality and enhancing consumer perception of service quality in the cross-cultural context.

关键词： service quality 5-Gap Model cross-culture

作者: Guoqing Guo Jie Meng Xiangque Yao

作者单位: School of Business, Renmin University of China, Beijing, 100872, China School of International Business, Beijing Foreign Studies University, Beijing, 100089, China

会议类型: 国际会议

会议名称: 第八届武汉电子商务国际会议(The Eighth Wuhan International Conference on E-Business)

会议地点: 武汉

会议语种:英文

页码: 2418-2426

在线出版日期: 2009-05-30（万方平台首次上网日期，不代表论文的发表时间）