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.
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.
Impact and interest:
Citation counts are sourced monthly from and citation databases.
These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.
Citations counts from theindexing service can be viewed at the linked Google Scholar™ search.
Full-text downloads displays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.
|Item Type:||Conference Paper|
|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
Current > Schools > School of Advertising, Marketing & Public Relations
|Copyright Owner:||Copyright 2008 [please consult the authors]|
|Deposited On:||03 Jun 2009 01:16|
|Last Modified:||29 Feb 2012 13:44|
Repository Staff Only: item control page