This paper examines how cultural effects can be integrated into the relationship between customer value (perceived service quality and brand name) and customer loyalty. Hofstede's individualism-collectivism dimension is used for illustration, because some research has shown that it is a key...

Purpose – The purpose of the paper is to examine customer satisfaction and dissatisfaction with interpersonal vs internet service encounters in Thai retail stockbrokerage and corporate banking.Design/Methodology/Approach – In each of two separate projects, in-depth qualitative interviews...

This study investigates use of ‘made-in' country-of-origin information as a quality cue for a USA and a Japanese brand. We look at how consumers rate quality of a (hypothetical) calculator when informed that it is a Japanese brand, but was manufactured in either Japan, Korea, or the USA....