Compute a cultural service quality index

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Reference no: EM13735826

The Situation: It is argued that perceptions of service quality vary across cultural groups, as defined by each culture's position on Hofstede's dimensions. The relationship is explicitly mapped between service quality perceptions and cultural dimension positions and the implications drawn for international service market segmentation. The hypotheses constituting their theoretical analysis are also tested. It is shown that the importance of SERVQUAL dimensions is correlated with Hofstede's cultural dimensions. Correlation coefficients are also used to compute a Cultural Service Quality Index that could be used to segment international service markets and allocate resources across segments.

Reference no: EM13735826

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