Purpose – The study first seeks to determine the underlying configurations of service quality perceptions between Turkish and German bank customers and then tries to ascertain the extent of cross‐cultural congruence. Design/methodology/approach – Samples of Turkish and German bank...

Purpose – The purpose of this paper is to determine the extent of congruence between service providers’ perceptions of customer satisfaction and customer‐reported satisfaction in the context of optometric services. Design/methodology/approach – Data were collected via mail surveys from a...