Customer evaluations of after-sales service contact modes: An empirical analysis of national culture's consequences

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

“…This result could be interpreted as contrary to previous studies which found that the relationship between satisfaction and loyalty is stronger in collectivists cultures with greater uncertainty avoidance (Jin et al, 2008). It would also confirm Van Birgelen, De Ruyter, De Jong, and Wetzels (2002) who affirm that in studies of consumer behaviour, the empirical results concerning national culture and services are not always consistent and univocal. However, Italians cannot be considered collectivistic even though Italy shows a 15 point difference from the United States in the Hofstede scores, but rather less individualistic; so, in less individualistic cultures to explain the difference in favour of Americans we could apply what Spreng & Chiou (2002) maintain for collectivistic cultures.…”

Equivalence of survey data: relevance for international marketing

“…Multi-item scales are required to be able to assess measurement invariance as outlined by, for example, Van de Vijver and Leung (1997). In recent academic cross-national studies, the measurement of constructs using multiitem scales, needed for psychometric analysis of equivalence, seems more common (see e.g., studies by Van Birgelen et al, 2002, andAtuahene-Gima andLi, 2002). However, for reasons of financial and time constraints, multi-items scales are scarce in commercial marketing research (Reynolds, 2000).…”

Technology and its CRM implications in the shipping industry

“…A major consequence of technology's transforming role in the services sector is a growth in self-service technologies that require customers to interact with technology-based system rather than company personnel [35,[41][42][43]]. Yet at the same time Parasuraman [42] cites evidence of increasing customer frustration in dealing with technology-based systems.…”