Service quality delivery in a cross-national context

Agarwal, 2010, A cross-national and cross-cultural approach to global market segmentation: An application using consumers' perceived service quality, Journal of International Marketing, 18, 18, 10.1509/jimk.18.3.18 Austin, 2009, Marketing Japan’s travel and tourism industry to international tourists, International Journal of Contemporary Hospitality Management, 21, 356, 10.1108/09596110910948341 Australian Budget, 2016 Azevedo, J. P., & Atamanov, A. (2014). Pathways to the middle class in Turkey: How have reducing poverty and boosting shared prosperity helped?, World Bank Policy Research Working Paper, No. 6834. Beaumont, 1997, Comparing quality management practices in the Australian service and manufacturing industries, International Journal of Quality & Reliability Management, 14, 814, 10.1108/02656719710181321 Brady, 2001, Some new thoughts on conceptualizing perceived service quality: A hierarchical approach, Journal of Marketing, 65, 34, 10.1509/jmkg.65.3.34.18334 Business News Daily, 2014 Buttery, 1998, The difference between Chinese and Western negotiations, European Journal of Marketing, 32, 374, 10.1108/03090569810204652 CSIS, 2016 Cavusgil, S. T. & Kardes, I. (2013). Defining and Measuring Middle Class in Emerging Markets: The GSU-CIBER Middle Class Scorecard, Research World, (ESOMAR), March–April, 46–49. Cavusgil, 2003, Turkey, Thunderbird International Business Review, 45, 467, 10.1002/tie.10080 Chan, 2008, Consumer responses to service failures: A resource preference model of cultural influences, Journal of International Marketing, 16, 72, 10.1509/jimk.16.1.72 Chen, 2014, Image of China tourism and sustainability issues in Western media: An investigation of National Geographic, International Journal of Contemporary Hospitality Management, 26, 855, 10.1108/IJCHM-03-2013-0122 Cronin, 1992, Measuring service quality: A re-examination and extension, Journal of Marketing, 56, 55, 10.2307/1252296 Dabholkar, 1995, A measure of service quality for retail stores: Scale development and validation, Journal of the Academy of Marketing Science, 24, 3, 10.1177/009207039602400101 Daily Mail, 2016 Day, 1994, Rediscovering standards: Static and dynamic quality, International Journal of Contemporary Hospitality Management, 6, 81, 10.1108/09596119410052189 Deming, 1982, Improvement of quality and productivity through action by Management, National Productivity Review, 1, 12, 10.1002/npr.4040010105 Dennis, 1995 Dixon, 2012, Transforming selling: Why it is time to think differently about sales research, Journal of Personal Selling and Sales Management, 32, 9, 10.2753/PSS0885-3134320102 Donthu, 1998, Cultural influences on service quality expectations, Journal of Service Research, 1, 178, 10.1177/109467059800100207 Erkip, 2015, Retail development in Turkey: An account after two decades of shopping malls in the urban scene, Progress in Planning, 102, 1, 10.1016/j.progress.2014.07.001 Every Culture, 2017 Farley, 1994, Cross-cultural laws and differences in market response, Management Science, 40, 111, 10.1287/mnsc.40.1.111 Felzensztein, 2014, International marketing strategies in industrial clusters: Insights from the southern hemisphere, Journal of Business Research, 67, 837, 10.1016/j.jbusres.2013.07.002 Freeman, 2012, The effect of ethnic diversity on expatriate managers in their host country, International Business Review, 21, 253, 10.1016/j.ibusrev.2011.03.001 Grönroos, 2011, Value co-creation in service logic: A critical analysis, Marketing Theory, 11, 279, 10.1177/1470593111408177 Greer, 1970 Gronroos, 1982 Haas, 2012, Creating value in business relationships: The role of sales, Industrial Marketing Management, 41, 94, 10.1016/j.indmarman.2011.11.004 Hirst, 1992, Creating a service-driven culture globally, Journal of Contemporary Hospitality Management, 4, I Hoang, 2017, Developing service climate in local versus foreign firms in smaller Asian emerging markets: A resource-based and social exchange perspective, International Human Resource Management, 28, 627, 10.1080/09585192.2015.1119707 Horne, 1964 IBIS World, 2016 ISO, 2017 Kaski, 2017, Buyer versus salesperson expectations for an initial B2B sales meeting, Journal of Business and Industrial Marketing, 32, 46, 10.1108/JBIM-12-2015-0246 Kirca, 2009, The effects of national culture on market orientation: Conceptual framework and research propositions, International Business Review, 18, 111, 10.1016/j.ibusrev.2009.02.003 Korporaal, G. (2017). Records borken in Singles Day bonanza, The Australian. 12 Nov. 2017, http://www.theaustralian.com.au/business/records-broken-in-singles-day-bonanza/news-story/de69bdb396b93c49f22c4aef409811a2. Accessed 13 November 2017. 1992 Laroche, 2004, Service quality perceptions and customer satisfaction: Evaluating the role of culture, Journal of International Marketing, 12, 58, 10.1509/jimk.12.3.58.38100 Lee, 2015, Understanding culture on the effectiveness of restaurant servers’ check-back style, International Journal of Contemporary Hospitality Management, 27, 1905, 10.1108/IJCHM-04-2014-0195 Loveman, 2003, Diamonds in the data mine, Harvard Business Review, 81, 109 Malhotra, 2005, Dimensions of service quality in developed and developing economies: Multi-country cross-cultural comparisons, International Marketing Review, 22, 256, 10.1108/02651330510602204 Manyika, 2014 Mazzeo, 2003, Competition and service quality in the US airline industry, Review of Industrial Organization, 22, 275, 10.1023/A:1025565122721 McKinsey’s Interconnectedness Index, 2016 Moses, 2012 Oliver, 1977, Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation, Journal of Applied Psychology, 62, 480, 10.1037/0021-9010.62.4.480 Oliver, 1980, A cognitive model of the Antecedents and consequences of satisfaction decisions, Journal of Market Research, 17, 460, 10.2307/3150499 Oliver, 1997 Oliver, 1988, Response satisfaction determinants in judgments, Journal of Consumer Research, 14, 495, 10.1086/209131 Oliver, 1994, Outcome satisfaction in negotiation: A test of expectancy disconfirmation, Organizational Behavior and Human Decision Processes, 60, 252, 10.1006/obhd.1994.1083 Parasuraman, 2000, Serving customers and consumers effectively in the twenty-first century: A conceptual framework and overview, Journal of the Academy of Marketing Science, 28, 9, 10.1177/0092070300281001 Parasuraman, 1985, A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, 41, 10.2307/1251430 Parasuraman, 1988, SERVQUAL: A multi item scale for measuring consumer perception of service quality, Journal of Retailing, 64, 12 Parasuraman, 2005, E-S-QUAL: A multiple-item scale for assessing electronic service quality, Journal of Service Research, 7, 213, 10.1177/1094670504271156 People’s Net, 2016 Poon, 2004, Attributions on dissatisfying service encounters: A cross-cultural comparison between Canadian and PRC consumers, European Journal of Marketing, 38, 1527, 10.1108/03090560410560227 Rackham, 1999 Ren, 2015, Making sense of business leadership vis-à-vis China’s reform and transition, Leadership & Organization Development Journal, 36, 867, 10.1108/LODJ-03-2014-0047 1993, Service quality: New directions in theory and practice Santos, 2003, E-service quality: A model of virtual service quality dimensions, Managing Service Quality: An International Journal, 13, 233, 10.1108/09604520310476490 Sharpe, 2000, The productivity renaissance in the US service sector, International Productivity Monitor, 1, 6 Sheth, 2011, Impact of emerging markets on marketing: Rethinking existing perspectives and practices, Journal of Marketing, 75, 166, 10.1509/jmkg.75.4.166 Shook, 2003 Smans, 2013, Immigrant entrepreneurs: The identification of foreign market opportunities, International Migration, 52, 144, 10.1111/imig.12124 Taylor, 1994, SERVPERF Versus SERVQUAL: Reconcilling performance-based and perceptions-minus—Expectations measurement of servquality, Journal of Marketing, 59, 125 Tsang, 2000, Service quality in China's hotel industry: A perspective from tourists and hotel managers, International Journal of Contemporary Hospitality Management, 12, 316, 10.1108/09596110010339706 Turkish Airlines, 2017 Ueltschy, 2009, Is there really an Asian connection? Professional service quality perceptions and customer satisfaction, Journal of Business Research, 62, 972, 10.1016/j.jbusres.2008.03.003 Uner, 2016, The new middle class in Turkey: A qualitative study in a dynamic economy, International Business Review, 25, 668, 10.1016/j.ibusrev.2015.11.002 Uslu, 2013, Analyzing the brand equity of Turkish airlines services: Comparing the Japanese and Turkish perspectives, Procedia-Social and Behavioral Sciences, 99, 446, 10.1016/j.sbspro.2013.10.513 Uzun, 2001, Patient satisfaction with nursing care at a university hospital in Turkey, Journal of Nursing Care Quality, 16, 24, 10.1097/00001786-200110000-00004 Wang, 2017, Exploring cross-cultural skills for expatriate managers from Chinese multinationals: Congruence and contextualization, Asia Pacific Journal of Management, 34, 123, 10.1007/s10490-016-9474-z Wong, 2009 Wu, 2000, Trends in China's domestic tourism development at the turn of the century, International Journal of Contemporary Hospitality Management, 12, 296, 10.1108/09596110010339652 Yakimova, 2017, Brand champion behaviour: Its role in corporate branding, Journal of Brand Management, 24, 575, 10.1057/s41262-017-0057-1 Yuksel, 2004, Shopping experience evaluation: A case of domestic and international visitors, Tourism Management, 25, 751, 10.1016/j.tourman.2003.09.012 Zeithaml, 1996, The behavioral consequences of service quality, The Journal of Marketing, 60, 31, 10.2307/1251929 Zhu, 2010 Zhu, 2017