IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-00482548.html
   My bibliography  Save this paper

Consumer views of service classifications in the USA and France

Author

Listed:
  • Lawrence F. Cunningham

    (Graduate School of Business Administration, University of Colorado - University of Colorado [Boulder])

  • Clifford E. Young

    (Graduate School of Business Administration, University of Colorado - University of Colorado [Boulder])

  • Wolfgang Ulaga

    (ESCP-EAP - ESCP-EAP - Ecole Supérieure de Commerce de Paris)

  • Moonkyu Lee

    (School of Business, Yonsei University - Yonsei University)

Abstract

In the services marketing literature, few service classifications are based on how customers view services, and fewer of these have been validated cross-culturally. To fill this gap, this research presents the results of a study that examined how US and French customers perceived and classified a set of 13 services based on multidimensional scaling. Service classifications were developed on a perceptual space where the actual services were mapped for two countries, the USA and France. The results of the study suggest that there are two underlying dimensions that explain approximately 80 percent of the total variance in service perceptions and classifications. The dimensions and correlations for the classifications and services displayed many consistencies and some differences among American and French consumers. Directions for future academic research and managerial implications are cited and discussed.

Suggested Citation

  • Lawrence F. Cunningham & Clifford E. Young & Wolfgang Ulaga & Moonkyu Lee, 2004. "Consumer views of service classifications in the USA and France," Post-Print hal-00482548, HAL.
    • Handle: RePEc:hal:journl:hal-00482548
    DOI: 10.1108/08876040410557212
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Lai-cheung Leung, 2016. "The Role of Consumer-Brand Experiences and Relationship in Contributing to Brand Equity for Services," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 2(2), pages 195-216, April.
    2. Franco Mara & Meneses Raquel, 2020. "The Influence of Culture in Customers’ Expectations about the Hotel Service in Latin Countries with Different Human Development Levels," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 10(1), pages 56-73, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-00482548. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.