This article compares the influence of service quality on customer satisfaction in the United Kingdom and the United States and considers the moderating effect of systematic customer feedback and complaint processes. Propositions are developed concerning country differences based on British...

This paper provides a cross-country examination of service management practice and performance of service organizations in the UK, the US, and Germany. The findings reported are based on a sample of firms from the international service study from four service sectors: financial services,...

This article reports on the latest in a series of international comparisons of management practices and performance outcomes of industries in various countries. Here, it is the service industries in the UK and the US which come under the microscope. Among the companies surveyed, there were more...