Service quality by relationships in the international market
Tóm tắt
Từ khóa
Tài liệu tham khảo
Aharoni, Y. (1993), “Ownership, networks and coalitions”, in Aharoni, Y. (Ed.), Coalitions and Competition. The Globalization of Professional Business Services Routledge, London, pp. 121‐42.
Andersen, O.(1993). “On the internationalization process of firms: a critical analysis”, Journal of International Business Studies, Vol.24 No. 2, pp. 209‐32.
Anderson, E. and Gatignon, H. (1986), “Modes of entry: a transactions cost analysis and propositions”, Journal of International Business Studies, Vol. 17 No. 3, pp. 1‐26.
Anderson, J.C. and Gerbing, D.W. (1988), “Structural equation modeling in practice: a review and recommended two‐step approach”, Psychological Bulletin, Vol. 103 No. 3, pp. 411‐23.
Anderson, J.C., Håkansson, H. and Johanson, J. (1995), “Dyadic business relationships within a network context”, Journal of Marketing, Vol. 58, October, pp. 1‐15.
Armstrong, J.S. and Overton, T.S. (1977), “Estimating non‐response bias in mail surveys”, Journal of Marketing Research, Vol. 14 No. 3, pp. 396‐402.
Babakus, E.and Boller, G.W. (1992), “An empirical assessment of the SERVQUAL scale”, Journal of Business Research, Vol. 24 No. 3, pp. 253‐68.
Babakus, E. and Mangold, W.G. (1992), “Adapting the SERVQUAL scale to hospital services: an empirical investigation”, Health Services Research, Vol. 26 No. 6, pp. 767‐86.
Berry, L.L. (1995), “Relationship marketing of services – growing interest, emerging perspectives”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 236‐45.
Bienstock, C.C., Mentzer, J.T. and Bird, M.M. (1997), “Measuring physical distribution service quality”, Journal of the Academy of Marketing Science, Vol. 25 No. 1, pp. 31‐44.
Bilkey, W.J. and Tesar, G. (1977), “The export behaviour of smaller‐sized Wisconsin manufacturing firms”, Journal of International Business Studies, Vol. 8 No. 1,pp. 93‐8.
Bitner, M.J. (1995), “Building service relationships: it’s all about promises”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 246‐51.
Blankenburg‐Holm, D., Eriksson, K. andJohanson, J. (1996), “Business networks and cooperation in international business relationships”, Journal of International Business Studies, Vol. 27 No. 5, pp. 1033‐53.
Brensinger, D.P. and Lambert, D.M. (1990), “Can the SERVQUAL scale be generalized to business‐to‐business services?”, in Enhancing Knowledge Development in Marketing, American Marketing Association, Chicago, IL, p. 289.
Brown, T.J., Churchill, G.A. and Peter, J.P. (1993), “Research note: improving the measurement of service quality”, Journal of Retailing, Vol. 69, Spring, pp. 127‐39.
Calantone, R., Schmidt, J.B. and Song, M.X. (1996), “Controllable factors of new product success: a cross‐national comparison”, Marketing Science, Vol. 15 No. 4, pp. 402‐20.
Carman, J.M. and Langeard, E. (1980), “Growth strategies for service firms”, Strategic Management Journal, Vol. 1, pp. 7‐22.
Chang, S.J. (1995), “International expansion strategy of Japanese firms: capability building through sequential entry”, Academy of Management Journal, Vol. 38 No. 2, pp. 383‐407.
Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in service‐selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 54 No.3, pp. 68‐81.
Cyert, R.M. and March, J.G.(1963), A Behavioural Theory of the Firm, Prentice‐Hall, New York, NY.
Czinkota, M.R. (1982), Export Development Strategies: US Promotion Policies, Praeger Publishers, New York, NY.
Czinkota, M.R., Rivoli, P. and Ronkainen, I.A. (1995), International Business, Dryden, Fort Worth, TX.
Darby, M.R. and Karni, E.(1973, “Free competition and the optimal amount of fraud”, Journal of Law and Economics, April, pp. 67‐86.
Dunning, J.H. (1995), “Reappraising the eclectic paradigm in an age of alliance capitalism”, Journal of International Business Studies, Vol. 26 No. 3, pp. 461‐92.
Enderwick, P. (1989), “Multinational contracting”, in Enderwick, P.(Ed.) Multinational Service Firms, Routledge, London.
Engwall, L. and Wallenstål, M. (1988), “Tit for tat in small steps: the internationalization of Swedish banks”, Scandinavian Journal of Management, Vol. 4 No. 3/4, pp. 147‐55.
Eriksson, K., Johanson, J., Majkgård, A. and Sharma, D.D. (1997), “Experiential knowledge and cost in the internationalization process”, Journal of International Business Studies, Vol. 28 No. 2, pp. 1‐25.
Erramilli, M.K. (1990), “Entry mode choice in service industries”, International Marketing Review, Vol. 7 No. 5, pp. 50‐62.
Erramilli, M.K. (1991), “The experience factor in foreign market entry behaviour of service firms”, Journal of International Business Studies, Vol. 22 No. 3, pp. 479‐501.
Erramilli, M.K.and Rao, C.P. (1990), “Choice of foreign market entry mode by service firms. Role of market knowledge”, Management International Review, Vol. 30 No. 2,pp. 135‐50.
Erramilli, M.K. and Rao, C.P. (1993), “Service firms international entry mode choice: a modified transaction‐cost analysis approach”, Journal of Marketing, Vol. 57, pp. 19‐38.
Gatignon, H. and Anderson, E. (1988), “The multinational corporation’s degree of control over foreign subsidiaries: an empirical test of a transaction cost explanation”,Journal of Law, Economics, and Organization, Vol. 4 No. 2, pp. 305‐35.
Grönroos, C. (1990), Service Management and Marketing, Lexington Books, Lexington, MA.
Gummesson, E. (1993), Quality Management in Service Organizations, International Service Quality Association, in co‐operation with the Service Research Center, CTF, University of Karlstad, Sweden, Stockholm University, Sweden, and the Business Research Institute, BRI, St John’s University, New York, NY, Research Report No. 1, January.
Gummesson, E.(1994), “Making relationship marketing operational”, The International Journal of Service Industry Management, Vol. 5 No. 5, pp. 5‐20.
Gummesson, E. (1995), Relationsmarknadsföring ‐ Från 4P till 30R, (Relationship Marketing – From 4P’s to 30R’s), Liber‐Hermods, Malmö.
Håkansson, H. (Ed.) (1982, International Marketing and Purchasing of Industrial Goods. An Interaction Approach, John Wiley & Sons, Chichester.
Hallén, L.,Johanson, J. and Mohamed, N.‐S. (1991), “Interfirm adaptation in business relationships”, Journal of Marketing, Vol. 55 No. 2, pp. 29‐37.
Hayduk, L.A. (1987), Structural Equation Modeling with LISREL: Essentials and Advances, Johns Hopkins University Press, Baltimore, MD.
Hellman, P. (1995), “Service sector alliances: empirical evidence from the insurance industry”, The Journal of Professional Services Marketing, Vol. 12 No. 2, pp. 81‐94.
Hofstede, G. (1984), Culture’s Consequences: International Differences in Work Related Values, Sage Publications, Beverly Hills, CA.
Holmlund, M. and Kock, S. (1995), “Buyer perceived service quality in industrial networks”, Industrial Marketing Management, Vol. 24, pp. 109‐21.
Holmlund, M. (1996), “Relationship marketing: the importance of customer‐perceived service quality in retail banking”, The Service Industries Journal, Vol. 16 No. 3, pp. 287‐304.
Inkpen, A.C. and Beamish, P.W. (1997), “Knowledge bargaining power, and the instability of international joint ventures”, Academy of Management Review, Vol. 22 No. 1, pp. 177‐202.
Jacard, J. and Wan, C.K. (1996, LISREL Approaches to Interaction Effects in Multiple Regression, Sage, London.
Johanson, J. (1990), “The mechanism of internationalisation”, International Marketing Review, Vol. 7No. 4, pp. 23‐32.
Johanson, J. and Vahlne, J.‐E. (1977), “The internationalization process of the firm – a model of knowledge development and increasing foreign market commitments’, Journal of International Business Studies, Vol. 8 No. 1, pp. 23‐32.
Jöreskog, K.‐G. and Sörbom, D. (1993), LISREL 8: Structural Equation Modelling with the SIMPLIS Command Language, Scientific Software International, Chicago, IL.
Lovelock, C.H. (1983), “Classifying services to gain strategic marketing insights”, Journal of Marketing, Vol. 47, Summer, pp. 9‐20.
Madhok, A. (1997), “Cost, value and foreign market entry mode: the transaction and the firm”, Strategic Management Journal, Vol. 18, pp. 39‐61.
Majkgård, A. (1998b), “Client‐following and market‐seeking strategies in the internationalization of service firms”, Journal of Business‐to‐Business Marketing, Vol. 4 No. 3, pp. 1‐41.
Majkgård, A. and Sharma, D.D. (1998a), “Service quality by international relationships: service firms in the global market”, in Rao, C.P. (Ed.) Globalization, Privatization and the Free Market Economy, Quorum Books, New York, NY, and Westport, CT.
Mattsson, L.‐G. (1985), “An application of a network approach to marketing: defending and changing market positions”, in Dholakia, N. and Arndt, J. (Eds), Alternative Paradigms for Widening Market Theory, JAI Press, Greenwich, CT.
Mishra, D., Singh, J. and Wood, V. (1991), “An empirical investigation of two models of patent satisfaction”, Journal of Ambulatory Care Marketing, Vol. 4, Winter, pp. 17‐36.
Morgan, R.M. and Hunt, S.D. (1994), “The commitment‐trust theory of relationship marketing”, Journal of Marketing, Vol. 58, July, pp. 20‐38.
Nelson, R.R. and Winter, S.G. (1982), An Evolutionary Theory of Economic Change, Belknap Press, Cambridge, MA.
O’Grady, S. and Lane, H.W. (1996), “The psychic distance paradox”, Journal of International Business Studies, Vol. 27 No. 2, pp. 309‐33.
Parasuraman, A., Zeithaml, V.A.and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41‐50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple‐item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, pp. 12‐40.
Parkhe, A. (1991), “Interfirm diversity, organizational learning, and longevity in global strategic alliances”, Journal of International Business Studies, Vol. 20, pp. 579‐601.
Parkhe, A.(1993), “Partner nationality and the structure‐performance relationship in strategic alliances”, Organization Science, Vol. 4 No. 2, pp. 301‐24.
Pfeffer, J. and Salancik, G.R. (1978), The External Control of Organizations: A Resource Dependence Perspective, Harper & Row, New York, NY.
Porter, M.E. (1985), Competitive Advantage, Free Press Macmillan, New York, NY.
Prahalad, C.K. and Hamel, G. (1990), “The core competence of the corporation”, Harvard Business Review, Vol. 90, pp. 79‐91.
Reid, S. (1983), ‘Firm internationalization, transaction costs and strategic choice”, International Marketing Review, Vol. 1 No. 2, pp. 44‐56.
Root, F.J. (1994), Foreign Market Entry Strategies, AMACOM, New York, NY.
Sagari, S.B. (1992), “United States foreign direct investment in the banking industry”, Transnational Corporations, Vol. 1 No. 3, pp. 93‐123.
Sampson, G.P. and Snape, R.H. (1986), “Identifying the issues in trade in services”, The World Economy, Vol. 8, pp. 171‐82.
Sharma, D.D.and Johanson, J. (1987), “Technical consultancy in internationalisation”, International Marketing Review, Vol. 4, Winter, pp. 20‐9.
Sheth, J.N. and Parvatiyar, A. (1995), “Relationship marketing in consumer markets: antecedents and consequences”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 255‐71.
Sheth, J.N. and Sharma, A. (1997), “Supplier relationships – emerging issues and challenges”, Industrial Marketing Management, Vol. 26, pp. 91‐100.
Simon, H.A. (1957), Administrative Behavior, Free Press, New York, NY.
Song, M.X. and Parry, M.E. (1997), “A cross‐national comparative study of new product development processes: Japan and the United States”, Journal of Marketing, Vol. 61, April, pp. 1‐18.
Vandermerwe, S. and Chadwick, M. (1989), “The internationalisation of services”, The Service Industries Journal, Vol. 9 No.1, pp. 79‐93.
Weinstein, A.K. (1977), “Foreign investment by service firms: the case of multinational advertising agencies”, Journal of International Business Studies, Vol. 8 No. 1, pp. 83‐91.