This article compares the influence of service quality on customer satisfaction in the United
Kingdom and the United States and considers the moderating effect of systematic customer …

Customers and employees from different cultures are increasingly interacting with each
other. However, there is little research in this area and it focuses mostly on the customers' …

The Contact Hypothesis suggests that contact between people of different cultural
backgrounds may result in positive and negative outcomes. As people are more likely to …

Purpose: The goal of this research is to provide researchers with a comprehensive literature
review while demonstrating how service quality (SQ) led to the development of viable …

While cognitive, affective and behavioral consequences of service recovery have been
extensively explored in the literature, the role of co-creation is mostly neglected. Most efforts …

Purpose–This paper seeks to propose Albert Hirschman's theory of “exit, voice and loyalty”
as a complementary conceptual framework to Hofstede's cultural dimensions and use them …

The problem of competition and the demands of changing times towards globalization and
modernization are quite dynamic, so that demands high performance and high performance …

Although more effort and resources are traditionally directed to aggressive marketing, to
gain new customers, research has shown that defensive strategies, concerned with retaining …

Purpose: The purpose of this thesis is to identify and test the antecedents, related constructs
and consequences and moderators of consumers xenocentrism. Design/methodology …

The specific features of courier services caused that they have recently become a critical
component of logistics systems and the supply chain of many manufacturing and service …