Comparing perceptions of service quality in Brazil and UK
This paper investigates whether the SERVPERF model developed by Cronin and Taylor (1992) can be applied in the same industry (retail banks) in two different countries Brazil and UK. We find differences between the countries in the perception of the service provided by retail banks. We also find diff...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Escola Superior de Propaganda e Marketing - ESPM
2008-01-01
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| Series: | Internext: Revista Eletrônica de Negócios Internacionais |
| Subjects: | |
| Online Access: | http://internext.espm.br/index.php/internext/article/view/34 |