Consumer evaluations of fast-food services: a cross-national comparison
Article Abstract:
Services offered by fast-food chains entering the international market should be attuned to cultural differences to provide superior service and repeat sales. A study of American and South Korean customer responses to the services offered by an international fast food chain showed that South Koreans revert back to their expectations of traditional 'fast food' service indigenous to their region in their expectation of the quality of service. This response is reflected in their desire for service crew attentiveness and empathy over food quality which is a given in international fast food chains.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1997
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Service recovery: impact on satisfaction and intentions
Article Abstract:
Companies need to develop service recovery programs to respond to complaints and increase customer satisfaction. One way is through the creation of efficient claims handling for damaged goods. The process requires the training of customer service personnel. Steps should also be taken to encourage complaints such as offering incentives. Funding is another requirement of service recovery programs.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1995
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