(Emerald Insight, 1994) Agarwal, James; Malhotra, Naresh K.; Ulgado, Francis M.; Baalbaki, Imad B.
Discusses and applies a general framework for services quality to make a comparative evaluation of ten dimensions of service quality between developed and developing countries. Derives specific hypotheses for each of the service quality dimensions based on the relevant environmental factors characterizing developed and developing economies. Discusses managerial implications of the hypotheses that are derived, and proposes the empirical investigation of these hypotheses as a direction for future research.