Service quality : a study of retail service encounters in Hong Kong

Bougoure, Ursula & Lee, Bernard (2008) Service quality : a study of retail service encounters in Hong Kong. In European Marketing Academy Conference, 27-30 May 2008, University of Brighton, Brighton.

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This study empirically examines service qualitity dimensions across wet markets and supermarkets in Hong Kong. In doing so, this paper addresses numerous calls in the literature for the examination of western based theory in non-western settings to see whether our knowledge is universally applicable or culture bound. The findings of this study show initial evidence for the external validity of the SERVQUAL-P model in an Eastern context, with support gained for all four hypotheses. This study also provides practical advise for those in Hong Kong food retailing and in particular Wet Markets.

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ID Code: 20935
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: Service Quality, Wet Markets, Supermarkets, Hong Kong
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Consumer-Oriented Product or Service Development (150501)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Copyright Owner: Copyright 2008 [please consult the authors]
Deposited On: 03 Jun 2009 01:16
Last Modified: 11 Jul 2017 14:39

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