Culture and personal values: How they influence perceived service quality

Riadh Ladhari, Frank Pons, Grégory Bressolles and Michel Zins

Journal of Business Research, 2011, vol. 64, issue 9, 951-957

Abstract: This research analyzes the effects of culture and personal values on perceived service quality. Data on bank service quality are collected from 509 Canadian and 216 French users. The results confirm that power distance and uncertainty avoidance influence perceived service quality. Personal values such as self-fulfillment, self-respect, sense of accomplishment, and security also influence perceived service quality. The study findings show that the effects of personal values (micro-level variables) and culture (macro-level variable) on perceived service quality are distinct.

Keywords: Culture; Personal; values; Service; quality (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (21)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:64:y:2011:i:9:p:951-957

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