In today's ever‐increasing globalization of services and brands, service‐oriented businesses need to attend to the satisfaction of their customers both domestically and abroad while transcending unique cultural differences from country to country. This study provides a cross‐cultural...

Purpose – This paper seeks to identify service satisfaction measures that can be used across industries. Design/methodology/approach – The paper attempts to identify empirically core characteristics of customer satisfaction ratings across six industries based on the ratings of 10,835...

Capitalism versus communism, pure competition versus monopoly, globalisation versusdomestic competition, qualitative versus quantitative, positivistic versus interpretivistic . . .and so on. It is the very essence of debate and argument that we adopt diametrically opposedpositions despite the...