Browsing by Author "Ulgado, Francis M."

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    Dimensions of service quality in developed and developing economies: multi‐country cross‐cultural comparisons
    (Emerald Group Publishing Limited, 2005) Agarwal, James; Malhotra, Naresh K.; Ulgado, Francis M.; Shainesh, G.; Wu, Lan
    Purpose – Despite the rapid growth and internationalization of services, marketers of services realize that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service “quality.” This paper aims to examine the differences in perception of service quality dimensions between developed and developing economies.
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    International Services Marketing: A Comparative Evaluation of the Dimensions of Service Quality between Developed and Developing Countries
    (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.