Dedić, Goran and Križman Pavlović, Danijela (2011) A tale of two nations – empirical examination of influence of national culture on perceived service quality. In: International Journal of Management Cases, Special Issue: 8th CIRCLE Conference 2011. Access Press UK , Lancahire, Velika Britanija, pp. 92-104.
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This paper presents an examination of national culture’s influence on perceptions of service quality. Direct measurement based approach towards measuring perceived service quality is adopted and implemented in this research, while national culture is conceptualized using Hofstede’s framework. A review of previous studies linking dimensions of national culture with perceived service quality dimensions is undertaken and used as a basis upon which differences between service quality perceptions between national groups are hypothesized. Empirical research was undertaken using a sample of hotel guests from two national groups. By means of regression analysis, contribution of service quality dimensions in explaining total perceived service quality across two national samples was observed. Analysis of empirical data confirmed hypothesized differences between national samples. Finally, an analysis and discussion of research result’s implications for services marketing theory and practice is provided.
| Tip objekta: | Dio knjige |
|---|---|
| Mentor: | NIJE ODREĐENO |
| Ključni pojmovi: | services marketing, perceived service quality, national culture |
| Teme: | 3 Društvene znanosti > 33 Ekonomija. Ekonomska znanost > 338 Gospodarsko stanje. Gospodarska politika. Upravljanje gospodarstvom. Gospodarsko planiranje. Proizvodnja. Usluge. Cijene > 338.4 Proizvodnja i usluge prema gospodarskim sektorima > 338.486 Razvoj, poticanje, promicanje turističkog gospodarstva |
| Odjeli: | Fakultet ekonomije i turizma "Dr. Mijo Mirković" |
| Datum pohrane: | 20 Feb 2014 07:27 |
| Zadnja promjena: | 20 Feb 2014 07:27 |
| URI: | http://eknjiznica.unipu.hr/id/eprint/3251 |
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