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

Author

Listed:
  • 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, Eindhoven University of Technology)

Abstract

No abstract is available for this item.

Suggested Citation

  • Birgelen, M. van & Ruyter, K. de & Jong, de A. & Wetzels, M., 2001. "Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences," Working Papers 01.17, Eindhoven Center for Innovation Studies.
    • Handle: RePEc:ein:tuecis:0117
    as

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    References listed on IDEAS

    as
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    7. 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.
    8. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 695-707, March.
    9. Geert Hofstede, 1983. "The Cultural Relativity of Organizational Practices and Theories," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 14(2), pages 75-89, June.
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