A Pan-European Approach to Customer Satisfaction: An Optimal Strategy?

Ueltschy, Linda C.; Laroche, Michel; Rita, Paulo; Bocaranda, Claudia
June 2008
Multinational Business Review (St. Louis University);Summer2008, Vol. 16 Issue 3, p41
Academic Journal
This study investigated the viability of using a Pan-European approach for professional service offerings in Europe by first establishing measurement equivalence and then exploring the influence of culture on service quality and customer satisfaction. Utilizing scenarios involving a dental office visit, respondents from Portugal, France, and Germany participated in a 2X2 factorial experiment in which the researchers manipulated both expectations (low/high) and service performance (low/high). Respondents from France and Portugal expressed similar levels of customer satisfaction and perceived service quality which were significantly different from those of the German respondents except when both expectations and performance were low.


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