International Marketing Review: Volume 22 Issue 3

Dimensions of service quality in developed and developing economies: multi‐country cross‐cultural comparisons

Naresh K. Malhotra, Francis M. Ulgado, James Agarwal, G. Shainesh, Lan Wu

Despite the rapid growth and internationalization of services, marketers of services realize that to successfully leverage service quality as a global competitive tool, they first…

“I” versus “we”: How individualists and collectivists use information sources to formulate their service expectations

Michel Laroche, Maria Kalamas, Mark Cleveland

To examine the impact of culture on customer service expectations, specifically, how individualists and collectivists use internal and external sources of information to formulate…

A comparison of service quality dimensions conveyed in advertisements for service providers in the USA and Korea: A content analysis

Hae‐Kyong Bang, Mary Anne Raymond, Charles R. Taylor, Young Sook Moon

This cross‐national study seeks to examine the service quality dimensions and advertising appeals conveyed in services advertisements in the USA and Korea.

Raising services’ tangibility in foreign markets via marketing: A model construction and a cross‐national comparative empirical survey

David D.C. Tarn

Intangibility plays a critical role in the field of services and brings great managerial problems to services firms, particularly for cross‐national firms that operate in…

Comparing US and European perspectives on B2B repair service quality for mission‐critical equipment

Mark Peterson, Gary Gregory, James M. Munch

To evaluate the cross‐regional equivalence of repair service quality for mission‐critical equipment.

Beyond disconfirmation: The role of generosity and surprise

Brian C. Imrie

To explore the extent to which generosity, as instructed by culture, performs both a formative and a filtering role in the consumers’ service experience.