Veloutsou, C.; Gilbert, G.R.; Moutinho, L.; Goode, M.M.H. - 2005
Purpose: This study examines the equivalence of the use of a customer satisfaction survey in four culturally divergent contexts.
Design/methodology/approach: It is based on 6,776 responses collected from fast food customers in Greece, Jamaica, the UK and the USA.
Findings: The results reveal...