Developers and terminators in hypermarkets' relationships with Chinese customers

研究成果: Article

11 引文 (Scopus)

摘要

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.

原文English
頁(從 - 到)280-293
頁數14
期刊Asia Pacific Journal of Marketing and Logistics
21
發行號2
DOIs
出版狀態Published - 2009 三月 27

指紋

Hypermarkets
Developer
Design methodology
Cultural context
Quality of service
Critical incidents
Service delivery
Evaluation
Managers
Termination

All Science Journal Classification (ASJC) codes

  • Business and International Management
  • Strategy and Management
  • Marketing

引用此文

@article{58beb656059844559b77bdadc23f4002,
title = "Developers and terminators in hypermarkets' relationships with Chinese customers",
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.",
author = "Stanworth, {James O.}",
year = "2009",
month = "3",
day = "27",
doi = "10.1108/13555850910950086",
language = "English",
volume = "21",
pages = "280--293",
journal = "Asia Pacific Journal of Marketing and Logistics",
issn = "1355-5855",
publisher = "Emerald Group Publishing Ltd.",
number = "2",

}

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.

UR - http://www.scopus.com/inward/record.url?scp=80052241829&partnerID=8YFLogxK

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 -