The Effects of Culture on Retail Customer Service Expectations in the US and Sweden
(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.
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/1350788
- author
- Acra, Dominique Sylvie and Fischer, Tracy
- supervisor
- organization
- year
- 2008
- 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 00:00:00
- 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}}, language = {{swe}}, note = {{Student Paper}}, title = {{The Effects of Culture on Retail Customer Service Expectations in the US and Sweden}}, year = {{2008}}, }