The role of culture in the perception of service recovery

Article Abstract:

A study is conducted to analyze the influence of cultural values in shaping consumersE perception of service quality and satisfaction judgments in international service settings. The results suggest that offers of compensation and apology have potentially different effects in different cultural contexts about service failure and recovery.

Quality Control Management, Influence, Quality control, Culture, Civilization

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The impact of country-of-origin cues on consumer perceptions of product quality: a binational test of the decomposed country-of-origin construct

Article Abstract:

A decomposition of the construct, assembly and parts on Mexican and US consumers is tested to find the effect of country-of-origin (COO) on consumer product perceptions. Test results of this model on a binational consumer sample are made and implications of these results on future research are studied.

Product defect/failure, Product quality, Software quality

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