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The Effects of Culture on Retail Customer Service Expectations in the US and Sweden

Acra, Dominique Sylvie and Fischer, Tracy (2008)
Department of Business Administration
Abstract
This thesis attempts to clarify the impact of cultural differences
on customer expectations of service level. Furthermore, we
want to determine whether or not expectations of service differ
enough to be quantifiable between two countries, Sweden and
the US, mostly regarded as similar in business practices. The conclusion showed that higher ratings on four of Hofstede’s five cultural indexes were associated with higher customer service expectations overall, and in all four SERVQUAL dimensions. This research contributes to retail internationalization and customer expectations theory. It also provides practical recommendations for retail companies expanding internationally.
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author
Acra, Dominique Sylvie and Fischer, Tracy
supervisor
organization
year
type
H1 - Master's Degree (One Year)
subject
keywords
Hofstede, SERVQUAL, customer service, expectations, retail, Management of enterprises, Företagsledning, management
language
Swedish
id
1350788
date added to LUP
2008-06-03
date last changed
2012-04-02 17:03:16
@misc{1350788,
  abstract     = {This thesis attempts to clarify the impact of cultural differences
on customer expectations of service level. Furthermore, we
want to determine whether or not expectations of service differ
enough to be quantifiable between two countries, Sweden and
the US, mostly regarded as similar in business practices. The conclusion showed that higher ratings on four of Hofstede’s five cultural indexes were associated with higher customer service expectations overall, and in all four SERVQUAL dimensions. This research contributes to retail internationalization and customer expectations theory. It also provides practical recommendations for retail companies expanding internationally.},
  author       = {Acra, Dominique Sylvie and Fischer, Tracy},
  keyword      = {Hofstede,SERVQUAL,customer service,expectations,retail,Management of enterprises,Företagsledning, management},
  language     = {swe},
  note         = {Student Paper},
  title        = {The Effects of Culture on Retail Customer Service Expectations in the US and Sweden},
  year         = {2008},
}