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Culture and personal values: How they influence perceived service quality

  • Ladhari, Riadh
  • Pons, Frank
  • Bressolles, Grégory
  • Zins, Michel
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    This research analyzes the effects of culture and personal values on perceived service quality. Data on bank service quality are collected from 509 Canadian and 216 French users. The results confirm that power distance and uncertainty avoidance influence perceived service quality. Personal values such as self-fulfillment, self-respect, sense of accomplishment, and security also influence perceived service quality. The study findings show that the effects of personal values (micro-level variables) and culture (macro-level variable) on perceived service quality are distinct.

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    File URL: http://www.sciencedirect.com/science/article/pii/S0148296310002468
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    Article provided by Elsevier in its journal Journal of Business Research.

    Volume (Year): 64 (2011)
    Issue (Month): 9 (September)
    Pages: 951-957

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    Handle: RePEc:eee:jbrese:v:64:y:2011:i:9:p:951-957
    Contact details of provider: Web page: http://www.elsevier.com/locate/jbusres

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    13. Ueltschy, Linda C. & Laroche, Michel & Zhang, Man & Cho, Hyuksoo & Yingwei, Ren, 2009. "Is there really an Asian connection? Professional service quality perceptions and customer satisfaction," Journal of Business Research, Elsevier, vol. 62(10), pages 972-979, October.
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