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| Tekijä: | Veloutsou, C. (et al.) |
| Otsikko: | Measuring transaction-specific satisfaction in services: Are the measures transferable across cultures? |
| Lehti: | European Journal of Marketing
2005 : VOL 39:5-6, p. 606-628 |
| Asiasana: | Customers Consumer satisfaction Service Culture West Indies Europe USA Buying Selling |
| Vapaa asiasana: | Relationships |
| Kieli: | eng |
| Tiivistelmä: | This study examines the equivalence of the use of a customer satisfaction (hereafter as: cust-sat.) survey in four culturally divergent contexts. It is based on more than 6.500 responses collected from fast food customers in Greece, Jamaica, the U.K. and the U.S. The results reveal that the similarities in the measurement of cust-sat. in these contexts are more than the differences, suggesting that the development of measures to examine and compare cust-sat. across cultures and languages is, indeed, feasible. |
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