COMPARING PERCEPTIONS OF SERVICE QUALITY IN BRAZIL AND UK
This paper investigates whether the SERVPERF model developed by Cronin andTaylor (1992) can be applied in the same industry (retail banks) in two different countriesBrazil and UK. We find differences between the countries in the perception of the serviceprovided by retail banks. We also find differe...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Escola Superior de Propaganda e Marketing - ESPM
2006-01-01
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| Series: | Internext: Revista Eletrônica de Negócios Internacionais |
| Subjects: | |
| Online Access: | http://internext.espm.br/index.php/internext/article/view/5/5 |