Purpose – Intangibility plays a critical role in the field of services and brings great managerial problems to services firms, particularly for cross‐national firms that operate in unfamiliar host markets. This study attempts to explore how to raise the tangibility of services in foreign...

Purpose – To evaluate the cross‐regional equivalence of repair service quality for mission‐critical equipment. Design/methodology/approach – Using the five dimensions of SERVPERF as a framework, clinical laboratory directors across Europe and the USA were surveyed about repair service...

Purpose – To explore the extent to which generosity, as instructed by culture, performs both a formative and a filtering role in the consumers’ service experience. Design/methodology/approach – The critical realism paradigm, a multi‐method/discipline approach is adopted. The research...

Country‐of‐origin research has frequently found country markings to affect consumer product evaluations, providing country‐of‐origin markings a unique opportunity to become an evermore important element in the global strategic mix. However, marketing literature has been delinquent in...

Purpose This paper focuses on the problems inherent in the use of student samples in business research. Design/methodology/approach The subject is examined through the opinions of prior researchers, and the pros and cons are presented. The issues of internal and external validity are discussed,...

Intense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An instrument developed specifically from a business education setting was employed utilizing an importance/performance...

As more companies enter the international market, the need for skilled expatriate managers will continue to grow. This demand for skilled expatriate managers is particularly evident when high international standards of service are desired for serving guests from disparate locations. Although...

Purpose – Whether expatriate cross-cultural training programs significantly influence expatriate adjustment has been debated for more than two decades. The purpose of this paper is to examine a pivotal variable not yet addressed in the literature: the expatriate's perceptions of the employer's...