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Consumer views of service classifications in the USA and France

Article Abstract:

A multidimensional scaling method is used to analyze customer perceptions of service classifications based on a perceptual space for French and US customers for cross-cultural analysis, and identifies specific underlying dimensions that account for approximately 80% of service and classification variations between the two groups.

Author: Young, Clifford E., Ulaga, Wolfgang, Cunningham, Lawrence F., Moonkyu Lee
Publisher: Emerald Group Publishing, Ltd.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2004
United States, France, Science & research, Research, Comparative analysis, Marketing research, Customer service, Cross-cultural orientation, Support services, Cross cultural training, Consumer research

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The impact of choice on fairness in the context of service recovery

Article Abstract:

The significance of fairness for restaurants, to achieve customer loyalty, is examined.

Author: Mattila, Anna S., Cranage, David
Publisher: Emerald Group Publishing, Ltd.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2005
Analysis, Management, Services, Restaurants, Consumer behavior, Customer loyalty, Fairness, Customer relations

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Subjects list: United States
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