Download or read book A Study of the Influence of Individual level Cultural Value Orientation on the Formation of Service Quality Expectations written by Veronica Reid and published by . This book was released on 2011 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: The service industry accounts for an ever-growing share of the global economy, and service aspects have become increasingly important for all goods. Since service expectations play a key role in the quality perceptions that consumers ultimately develop, it is important for service marketers to understand the nature of consumer expectations and the influences upon these expectations. Current research indicates that national culture affects service expectations, especially the information sources that consumers use and their opinion seeking propensity. However, cross-cultural expectation formation is a particularly under-researched area and researchers using national culture as an explanatory variable tend not to develop rigorous conceptual models clearly explicating how culture is meant to affect the consumer behaviour being examined. This research examines cross-cultural expectation formation and thus contributes to increasing academic understanding and improving marketers' ability to manage the expectation formation process across cultures. Specifically, this research sought to empirically test the influence of individual-level cultural dimensions on the relative importance of the key antecedents of consumers' expectations of service quality. A conceptual framework linking cultural factors to the formation of expectations was developed and empirically tested in a multicultural setting to explore similarities and differences between customers with significantly different cultural values. An experimental design was used in which five sets of 1x2 manipulations were developed for the manipulated independent variables (past experience, advertising, price, firm image, and word-of-mouth). Existing scales from the literature were used to measure predicted service quality expectations (the dependent variables) and individual-level cultural values (the measured independent variables). Data were collected in English via the Web from university students of different nationalities across three countries (UK, Malaysia, and China) and the final sample size was 486 respondents. To test the hypotheses and propositions five separate 2x2 between-subjects MANCOVAs were performed on the dependent measure in aggregate as well as on the three decomposed elements of predicted service quality expectations identified in this research: Tangibles, Customer Care, and Empathy. The findings indicate that service quality expectations are significantly influenced by the five antecedents of expectations investigated and that word-of-mouth communications and past personal experience explained a greater proportion of the variance in service quality expectations than explicit and implicit service promises. Adding to previous studies, findings show that advertising was significant only as an antecedent of Tangible expectations, word-of-mouth communications was particularly important in developing Empathy expectations, and price was most important for developing Customer Care expectations. The findings also supported the proposed conceptualisation, indicating that individual-level cultural factors moderate the relationship between the antecedents of expectations and predicted expectations. Long-term Orientation and Power Distance moderated the relationship between the antecedents and predicted expectations the most. Long-term Orientation and Masculinity have tended to be overlooked in the research stream but this research indicates that all five individual-level variables moderate the relationship between the antecedents of expectation and predicted expectations and also that these dimensions may explain consumer behaviour best when used in tandem. This information is also important for managers, who need to recognise that customers' usage of various information sources in forming service quality expectations is partially culturally determined. Finally, the examination of cultural values at the individual level allows academics to develop a 'cultural service personality' at this level and allows practitioners, with the use of their Customer Relationship Management (CRM) systems, to collect this information from consumers and use it to inform the type of information directed at consumers' with different cultural service profiles.

Download or read book Google Hangouts for Business written by David Amerland and published by Que Publishing. This book was released on 2014-04-08 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Google+ Hangouts™ can help you build brands, shorten sales cycles, improve customer service, train staff, align employees behind strategy, and a whole lot more. You name it, someone’s doing it successfully with Hangouts. You can, too—and Google+ Hangouts for Business will show you how. David Amerland completely demystifies Hangouts: the hands-on tools, best-practice techniques, opportunities, even the etiquette. Amerland reveals exactly how to profit from Hangouts, even if you have absolutely no video or business social networking experience. You’ll discover why Hangouts isn't “just another” video or conferencing technology—and why the difference makes it so valuable to your business. Then, Amerland shows you how to: Master the unique dynamics of real-time marketing (and avoid the pitfalls) Confidently run a smooth, professional Hangout, stay in control, and handle the unexpected Rebroadcast your Hangouts to everyone (or just the people you choose) Use Hangouts even if you don't use the Google+ social network Plan Hangouts that build trust, consumer engagement, and brand equity Connect at a deeper personal level, and establish an online identity that reflects who you really are Do it all at low cost—or maybe no cost at all Whatever your business, this quick and easy guide will help you build powerful new connections within your company, with your best customers and prospects—with everyone you need to reach.

Download or read book Cross Cultural Aspects of Tourism and Hospitality written by Erdogan Koc and published by Routledge. This book was released on 2020-09-03 with total page 351 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cross-Cultural Aspects of Tourism and Hospitality is the first textbook to offer students, lecturers, researchers and practitioners a comprehensive guide to the influence of culture on service providers as well as on customers, affecting both the supply and the demand sides of the industry – organisational behaviour, and human resource management, and marketing and consumer behaviour. Given the need for delivering superior customer value, understanding different cultures from both demand and supply sides of tourism and hospitality and the impact of culture on these international industries is an essential part of all students’ and practitioners’ learning and development. This book takes a research-based approach critically reviewing seminal cultural theories and evaluating how these influence employee and customer behaviour in service encounters, marketing, and management processes and activities. Individual chapters cover a diverse range of cultural aspects including intercultural competence and intercultural sensitivity, uncertainty and risk avoidance, context in communication, power distance, indulgence and restraint, time orientation, gender, assertiveness, individualism and collectivism, performance orientation, and humane orientation. This book integrates international case studies throughout to show the application of theory, includes self-test questions, activities, further reading, and a set of PowerPoint slides to accompany each chapter. This will be essential reading for all students, lecturers, researchers and practitioners and future managers in the fields of Tourism and Hospitality.

Download or read book Service Failures and Recovery in Tourism and Hospitality written by Erdogan Koc and published by CABI. This book was released on 2017-10-20 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff. This book is enhanced with supplementary resources. The customizable lecture slides can be found at: www.cabi.org/openresources/90677

Download or read book Exploring the Impact of Service Climate and Personal Cultural Orientations on Internal Service Quality and Employee Performance written by Chak-tin Fung and published by . This book was released on 2015 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: It is envisaged that the findings of this research will enrich our understanding about the impact of service climate on internal service quality and employee performance. This is an important conceptual contribution because it will help resolve the confusion reported in prior research about the role of internal service quality plays between service climate and employee performance. Specifically, this research will show that service climate is an important antecedent to internal service quality, which in turn affects employee performance directly, thus internal service quality is a mediator rather than a moderator. More importantly, it will also be shown that independent and interdependent personal cultural orientations may moderate these relationships. Besides its conceptual contribution in clarifying the mediating versus moderating role of internal service quality, this research also has many important managerial implications. First, the findings of this research will help managers to understand the moderating effect of individual employees' personal cultural orientations (independence vs. interdependence) on the relationship between service climate and internal service quality as well as the influence of internal service quality on employee performance. Second, this research would highlight that managers should not merely focus on the objective criteria such as age, education, gender, work experience etc. while selecting new employees, but also look at the subjective criteria such as the level of individual employees'efforts to understand the cultural differences between them and their co-workers. Such knowledge and understanding would allow them to work more effectively and efficiently, especially in large-scale construction projects with multi-national teams consisting of employees with widely varying personal cultural orientations.

Download or read book Tourism Marketing in East and Southeast Asia written by Stylidis, Dimitrios and published by CABI. This book was released on 2022-12-19 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: Despite the increased research interest in tourism in Asia, most research has focused on the key destinations (China, Macau, Hong Kong, Thailand), while neglecting other destinations which are less well explored. Little is known about the marketing efforts and practices, along with the successes and challenges, countries in the East and Southeast Asia have been experiencing. This book aims to address this oversight by exploring the marketing approaches, techniques and tools used by various countries in the region both collectively and individually to manage their tourism offerings and position them in the global tourism market: China, Hong Kong, Indonesia, Japan, Korea, Macau, Mongolia, Myanmar, Vietnam. The book will be of interest to tourism marketing researchers, practitioners, academics, undergraduate and postgraduate students who will find these insightful contemporary case studies useful in the classroom.

Download or read book Mental Health written by and published by . This book was released on 2001 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Global Innovation and Entrepreneurship written by Stephen E. Little and published by Springer. This book was released on 2017-01-09 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: Addressing the wide-ranging challenges of global entrepreneurship and innovation faced by both East and West, this edited volume provides a multi-faceted overview of the complexity facing entrepreneurial firms within global value chains. Viewed from the context of an emerging multi-polar world in which Europe and Asia are seen as major actors, the book explores their relations which are becoming increasingly crucial for the understanding of global politics, trade, technology, culture and travel. Global Innovation and Entrepreneurship includes case studies and discussions from a range of sectors and takes a unique cross-disciplinary perspective from European as well as East and South Asian authors.

Download or read book Comparative Study of Service Quality Metrics An Empirical Study in the Service Sector written by Lewlyn L. R. Rodrigues and published by GRIN Verlag. This book was released on 2012-11-28 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2009 in the subject Business economics - Offline Marketing and Online Marketing, Sikkim Manipal University Bangalore (Manipal Institute of Technology), course: MBA , language: English, abstract: The SERVPERF and SERVQUAL are the two Service quality measurement instruments widely used in the measurement of service quality in various service sectors such as banking, hospitals, tourism, insurance etc. But the service quality literature indicates that there exists a significant difference in the philosophy of service quality measurement in these two metrics, and also, the results while these two metrics are used need not necessarily match. Hence, the problem identified in this research is: do these two metrics concur in their results, or is there a significant difference in their outcomes as applicable to a given service sector. The study also extends to the correlation between the outcomes of these two metrics and looking into the possibility of drawing implications based on the combined outcome. The research is partly qualitative and partly quantitative in nature. Qualitative in the sense that it analyses existing metrics of service quality based on meta-analysis and, through the use of secondary data, discusses the relative importance of both the metrics in service sectors. The research becomes quantitative, as it deals with descriptive statistics and tests various hypotheses using standard statistical tools. Keviat diagrams have been used to identify the service quality gaps. The research has clearly indicated that there is a significant difference in the outcomes of SERVQUAL and SERVPERF metrics. The reliability of the study was 0.8815, which is at adequately acceptable level. Tangibles and Reliability are highly scored, and Empathy and Assurance are least scored, whereas, Responsiveness is moderately scored Service quality dimension. It can be concluded that if meaningful outcome has to be obtained, both these metrics have to be applied to a service sector and based on the combined inference drawn, suggestions should be made for quality enhancement.

Download or read book Isolating Cultural and National Influence on Value and Ethics written by Justin Tan and published by . This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: We live in an increasingly globalizing world, in which countries are closely linked by international trade and investment ties. Cross-cultural comparative studies of national values and ethics have attracted growing research interest in recent years, because shared practices, values and ethical standards depend on shared beliefs. However, the findings of such studies have been unable to reach a consensus on the impact of culture on ethics-related attitudes and behavior. Empirically, many "cross-cultural" differences reported by previous studies might actually stem from cross national differences. In order to partially fill this gap, this study advocates an analytical framework that isolates the role of cultural and national differences in order to test their relationship to individual level variables. Within this framework, we test competing hypotheses based on both cultural and national contexts by comparing groups of Chinese and American respondents together with a "bridging group" of Chinese Chinese-Americans. Theoretically, this contextual approach helps resolve the debate on the role of culture, by showing that culture plays a far more important role in shaping value orientations than the national background. Specifically, the two ethnic Chinese groups had many cultural values in common, and differed significantly from the Caucasian group. Implications are discussed.

Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.

Download or read book Culture s Influence Upon Service Quality Evaluation written by Brian Charles Imrie and published by . This book was released on 2008 with total page 600 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Sociological Abstracts written by and published by . This book was released on 2004 with total page 512 pages. Available in PDF, EPUB and Kindle. Book excerpt: CSA Sociological Abstracts abstracts and indexes the international literature in sociology and related disciplines in the social and behavioral sciences. The database provides abstracts of journal articles and citations to book reviews drawn from over 1,800+ serials publications, and also provides abstracts of books, book chapters, dissertations, and conference papers.

Download or read book Individualism And Collectivism written by Harry C Triandis and published by Routledge. This book was released on 2018-10-09 with total page 458 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book explores the constructs of collectivism and individualism and the wide-ranging implications of individualism and collectivism for political, social, religious, and economic life, drawing on examples from Japan, Sweden, China, Greece, Russia, the United States, and other countries.

Download or read book The Science of Effective Mentorship in STEMM written by National Academies of Sciences, Engineering, and Medicine and published by National Academies Press. This book was released on 2020-01-24 with total page 307 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mentorship is a catalyst capable of unleashing one's potential for discovery, curiosity, and participation in STEMM and subsequently improving the training environment in which that STEMM potential is fostered. Mentoring relationships provide developmental spaces in which students' STEMM skills are honed and pathways into STEMM fields can be discovered. Because mentorship can be so influential in shaping the future STEMM workforce, its occurrence should not be left to chance or idiosyncratic implementation. There is a gap between what we know about effective mentoring and how it is practiced in higher education. The Science of Effective Mentorship in STEMM studies mentoring programs and practices at the undergraduate and graduate levels. It explores the importance of mentorship, the science of mentoring relationships, mentorship of underrepresented students in STEMM, mentorship structures and behaviors, and institutional cultures that support mentorship. This report and its complementary interactive guide present insights on effective programs and practices that can be adopted and adapted by institutions, departments, and individual faculty members.

Download or read book Innovations in Information and Communication Technologies IICT 2020 written by Pradeep Kumar Singh and published by Springer Nature. This book was released on 2021-07-15 with total page 474 pages. Available in PDF, EPUB and Kindle. Book excerpt: This edited book is comprised of original research that focuses on technological advancements for effective teaching with an emphasis on learning outcomes, ICT trends in higher education, sustainable developments and digital ecosystem in education, management and industries. The contents of the book are classified as; (i) Emerging ICT Trends in Education, Management and Innovations (ii) Digital Technologies for advancements in education, management and IT (iii) Emerging Technologies for Industries and Education, and (iv) ICT Technologies for Intelligent Applications. The book represents a useful tool for academics, researchers, industry professionals and policymakers to share and learn about the latest teaching and learning practices supported by ICT. It also covers innovative concepts applied in education, management and industries using ICT tools.

Download or read book Digital and Social Media Marketing written by Nripendra P. Rana and published by Springer Nature. This book was released on 2019-11-11 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing.