Abstract
Purpose – The purpose of this paper is to identify distinguishing attributes of (dis)satisfying service contacts in a Chinese cultural context. Design/methodology/approach – The data were collected in the form of critical incidents from a purposive snowball sample of hypermarket customers. Analysis of the responses revealed 277 critical judgements related (dis)satisfying determinants. Findings – Findings reveal 17 determinants with 37 sub-determinants for all the experiences: five determinants relate to satisfactory evaluations, seven to dissatisfactory, and a further five to both. The determinants represent a marked departure from existing determinants of service quality described in the Western oriented literature. Originality/value – The findings are related to Chinese (Confucian) culture to suggest determinants that can both develop and lead to termination of hypermarkets' relationships with their customers. A focus on the developers and terminators provides practical insights to foreign and indigenous managers of hypermarkets in the Far East for focus in service delivery.
| Original language | English |
|---|---|
| Pages (from-to) | 280-293 |
| Number of pages | 14 |
| Journal | Asia Pacific Journal of Marketing and Logistics |
| Volume | 21 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - 2009 Mar 27 |
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All Science Journal Classification (ASJC) codes
- Business and International Management
- Strategy and Management
- Marketing
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Developers and terminators in hypermarkets' relationships with Chinese customers. / Stanworth, James O.
In: Asia Pacific Journal of Marketing and Logistics, Vol. 21, No. 2, 27.03.2009, p. 280-293.Research output: Contribution to journal › Article
TY - JOUR
T1 - Developers and terminators in hypermarkets' relationships with Chinese customers
AU - Stanworth, James O.
PY - 2009/3/27
Y1 - 2009/3/27
N2 - Purpose – The purpose of this paper is to identify distinguishing attributes of (dis)satisfying service contacts in a Chinese cultural context. Design/methodology/approach – The data were collected in the form of critical incidents from a purposive snowball sample of hypermarket customers. Analysis of the responses revealed 277 critical judgements related (dis)satisfying determinants. Findings – Findings reveal 17 determinants with 37 sub-determinants for all the experiences: five determinants relate to satisfactory evaluations, seven to dissatisfactory, and a further five to both. The determinants represent a marked departure from existing determinants of service quality described in the Western oriented literature. Originality/value – The findings are related to Chinese (Confucian) culture to suggest determinants that can both develop and lead to termination of hypermarkets' relationships with their customers. A focus on the developers and terminators provides practical insights to foreign and indigenous managers of hypermarkets in the Far East for focus in service delivery.
AB - Purpose – The purpose of this paper is to identify distinguishing attributes of (dis)satisfying service contacts in a Chinese cultural context. Design/methodology/approach – The data were collected in the form of critical incidents from a purposive snowball sample of hypermarket customers. Analysis of the responses revealed 277 critical judgements related (dis)satisfying determinants. Findings – Findings reveal 17 determinants with 37 sub-determinants for all the experiences: five determinants relate to satisfactory evaluations, seven to dissatisfactory, and a further five to both. The determinants represent a marked departure from existing determinants of service quality described in the Western oriented literature. Originality/value – The findings are related to Chinese (Confucian) culture to suggest determinants that can both develop and lead to termination of hypermarkets' relationships with their customers. A focus on the developers and terminators provides practical insights to foreign and indigenous managers of hypermarkets in the Far East for focus in service delivery.
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UR - http://www.scopus.com/inward/citedby.url?scp=80052241829&partnerID=8YFLogxK
U2 - 10.1108/13555850910950086
DO - 10.1108/13555850910950086
M3 - Article
AN - SCOPUS:80052241829
VL - 21
SP - 280
EP - 293
JO - Asia Pacific Journal of Marketing and Logistics
JF - Asia Pacific Journal of Marketing and Logistics
SN - 1355-5855
IS - 2
ER -