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Customer evaluations of after-sales service contact modes: An empirical analysis of national culture’s consequences

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Author Info
Birgelen, M. van (Maastricht University, Faculty of Economics and Business Administration)
Ruyter, K. de (Maastricht University, Faculty of Economics and Business Administration)
Jong, de A. (Maastricht University, Faculty of Economics and Business Administration)
Wetzels, M. (ecis, Technische Universiteit Eindhoven)
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Paper provided by Eindhoven Centre for Innovation Studies, Eindhoven University of Technology in its series ECIS Working Papers with number 01.17.

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Date of creation: 2001
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Handle: RePEc:dgr:tuecis:0117

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Keywords: customer; service; culture; evaluation;

References listed on IDEAS
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  1. Geert Hofstede, 1983. "The Cultural Relativity of Organizational Practices and Theories," Journal of International Business Studies, Palgrave Macmillan Journals, vol. 14(2), pages 75-89, June. [Downloadable!] (restricted)
  2. Mick, David Glen & Fournier, Susan, 1998. " Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies," Journal of Consumer Research: An Interdisciplinary Quarterly, University of Chicago Press, vol. 25(2), pages 123-43, September.
  3. Michael R Mullen, 1995. "Diagnosing Measurement Equivalence in Cross-National Research," Journal of International Business Studies, Palgrave Macmillan Journals, vol. 26(3), pages 573-596, September. [Downloadable!] (restricted)
  4. Lynn, Michael & Zinkhan, George M & Harris, Judy, 1993. " Consumer Tipping: A Cross-Country Study," Journal of Consumer Research: An Interdisciplinary Quarterly, University of Chicago Press, vol. 20(3), pages 478-88, December.
  5. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June. [Downloadable!] (restricted)
  6. de Ruyter, Ko & Bloemer, Jose & Peeters, Pascal, 1997. "Merging service quality and service satisfaction. An empirical test of an integrative model," Journal of Economic Psychology, Elsevier, vol. 18(4), pages 387-406, June. [Downloadable!] (restricted)
  7. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. " Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research: An Interdisciplinary Quarterly, University of Chicago Press, vol. 21(4), pages 695-707, March.
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