International Services Marketing
Quality in general, and service quality in particular, is a difficult construct to explicate and measure (Monroe and Krishnan, 1983). Evaluation of service quality becomes difficult owing to three characteristics that are inherent in services - intangibility, heterogeneity, and inseparability (Berry and Parasuraman, 1991). Despite the challenges posed, a conceptual framework of the determinants of service quality has been introduced and widely accepted (for further detailed discussion, see Parasuraman et al., 1985). This framework consists of ten determinants or dimensions of service quality: reliability, access, understanding of the customer, responsiveness, competence, courtesy, communication, credibility, security, and tangible considerations.In this article, these dimensions are used as a basis for a comparative evaluation of the determinants of service quality between developed and developing countries. Environmental factors can be assigned to each of the ten service quality dimensions (see Table I). These environmental considerations can account for contrasts between developed and developing countries, and can be categorized into two main types: economic factors and socio-cultural factors (following the tr
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Some common words found in the essay are:
Friedman Smith, Berry Parasuraman, African Asian-Americans, Cross Smith, Shaw Pirog, Pires Stanton, Bendapudi Berry, According Hofstede, Duboff Sherer, Stanton Pires, ethnic consumers, developing countries, developed countries, service quality, service providers, inexperienced ethnic, inexperienced ethnic consumers, service provider, developed developing, whereas developing countries, whereas developing, perceived risk, developed developing countries, service quality dimensions, countries relative emphasis,
Approximate Word count = 8771
Approximate Pages = 35 (250 words per page double spaced)
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