2009
DOI: 10.1016/j.jbusres.2008.03.003
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Is there really an Asian connection? Professional service quality perceptions and customer satisfaction

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Cited by 52 publications
(47 citation statements)
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“…Nowadays, Chinese customers expect core values, personalized care with improved products or service value rather than price to buy products through e-retailers. This finding is along the lines of previous study conducted by Ueltschy et al (2009) to focus more on both e-service and service quality factors such as purchasing experience, reliability and responsiveness which ultimately lead to improved customer satisfaction.…”
Section: Customer Satisfactionsupporting
confidence: 86%
“…Nowadays, Chinese customers expect core values, personalized care with improved products or service value rather than price to buy products through e-retailers. This finding is along the lines of previous study conducted by Ueltschy et al (2009) to focus more on both e-service and service quality factors such as purchasing experience, reliability and responsiveness which ultimately lead to improved customer satisfaction.…”
Section: Customer Satisfactionsupporting
confidence: 86%
“…Past empirical studies have evidenced a direct link between perceived quality and satisfaction (e.g., Anderson et al, 1994;Cronin et al, 2000;Ueltschy et al, 2009) and between perceived quality and behavioral intentions (e.g., Bell et al, 2005;Bolton and Drew, 1991;Fullerton, 2005;Mohr and Bitner, 1995).…”
Section: Relationships Between Perceived Quality and Satisfaction/loymentioning
confidence: 99%
“…Among the first to investigate the effect of culture on service quality are research works by Donthu and Yoo (1998) and Furrer et al (2000). In recent years, studies began to elaborate more on the relationship between culture and service quality (Ueltschy et al, 2009).…”
Section: Relationship Between E-service Quality and Culturementioning
confidence: 99%