The Relationships between Culture and Service Quality Perceptions
研究了不同文化群体对服务质量感知的差异，基于霍夫斯泰德文化维度理论，发现SERVQUAL维度的重要性与文化维度相关，并构建了文化服务质量指数用于国际市场细分。
The authors argue that perceptions of service quality vary across cultural groups, as defined by each culture’s position on Hofstede’s dimensions. They explicitly map the relationship between service quality perceptions and cultural dimension positions and draw the implications for international service market segmentation. They also test the hypotheses constituting their theoretical analysis. They show that the importance of SERVQUAL dimensions is correlated with Hofstede’s cultural dimensions. They also used the correlation coefficients to compute a Cultural Service Quality Index that could be used to segment international service markets and allocate resources across segments.