Exploring the Role of IND–COL as a Moderator in the Comprehensive Service Evaluation Model
Prior research shows that a comprehensive service evaluation model best explains the relationships among perceived service quality, sacrifice, value, satisfaction, and behavioral intentions; however, it ignores the influence of culture on these relationships. This article tests the moderating effect...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
Routledge
2012
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| Online Access: | http://hdl.handle.net/20.500.11937/42935 |
| _version_ | 1848756552943534080 |
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| author | Sharma, Piyush Chen, I.S. Luk, S.T. |
| author_facet | Sharma, Piyush Chen, I.S. Luk, S.T. |
| author_sort | Sharma, Piyush |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Prior research shows that a comprehensive service evaluation model best explains the relationships among perceived service quality, sacrifice, value, satisfaction, and behavioral intentions; however, it ignores the influence of culture on these relationships. This article tests the moderating effects of the individualism–collectivism dimension of national culture on all the relationships in the comprehensive service evaluation model. Findings from a large-scale study across six retail categories (cosmetics, electronics, fashion, jewelry, telecom services, and department stores) show significant differences in the strength of relationships in the service evaluation process between shoppers from individualistic versus collectivistic cultures. |
| first_indexed | 2025-11-14T09:14:01Z |
| format | Journal Article |
| id | curtin-20.500.11937-42935 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:14:01Z |
| publishDate | 2012 |
| publisher | Routledge |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-429352017-02-28T01:45:41Z Exploring the Role of IND–COL as a Moderator in the Comprehensive Service Evaluation Model Sharma, Piyush Chen, I.S. Luk, S.T. individualism sacrifice service quality Collectivism satisfaction perceived value moderator effects Prior research shows that a comprehensive service evaluation model best explains the relationships among perceived service quality, sacrifice, value, satisfaction, and behavioral intentions; however, it ignores the influence of culture on these relationships. This article tests the moderating effects of the individualism–collectivism dimension of national culture on all the relationships in the comprehensive service evaluation model. Findings from a large-scale study across six retail categories (cosmetics, electronics, fashion, jewelry, telecom services, and department stores) show significant differences in the strength of relationships in the service evaluation process between shoppers from individualistic versus collectivistic cultures. 2012 Journal Article http://hdl.handle.net/20.500.11937/42935 Routledge restricted |
| spellingShingle | individualism sacrifice service quality Collectivism satisfaction perceived value moderator effects Sharma, Piyush Chen, I.S. Luk, S.T. Exploring the Role of IND–COL as a Moderator in the Comprehensive Service Evaluation Model |
| title | Exploring the Role of IND–COL as a Moderator in the Comprehensive Service Evaluation Model |
| title_full | Exploring the Role of IND–COL as a Moderator in the Comprehensive Service Evaluation Model |
| title_fullStr | Exploring the Role of IND–COL as a Moderator in the Comprehensive Service Evaluation Model |
| title_full_unstemmed | Exploring the Role of IND–COL as a Moderator in the Comprehensive Service Evaluation Model |
| title_short | Exploring the Role of IND–COL as a Moderator in the Comprehensive Service Evaluation Model |
| title_sort | exploring the role of ind–col as a moderator in the comprehensive service evaluation model |
| topic | individualism sacrifice service quality Collectivism satisfaction perceived value moderator effects |
| url | http://hdl.handle.net/20.500.11937/42935 |