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Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie

Satisfied customers are of paramount importance to creating and maintaining a sustainable advantage in the highly contemporary competitive business environment. Other forms of competitive advantage are easily lost, or copied by competitors. Consequently, customer satisfaction and service quality hav...

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Main Author: O. Tasie, George
Format: Article
Language:English
Published: Faculty of Business and Management ; UiTM Press 2002
Subjects:
Management
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Customer services. Customer relations
Executives
Performance standards
Online Access:http://ir.uitm.edu.my/id/eprint/11430/1/AJ_GEORGE%20O.%20TASIE%20JIBE%2002.pdf
http://ir.uitm.edu.my/id/eprint/11430/
https://jibe.uitm.edu.my/
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spelling my.uitm.ir.114302016-11-29T09:01:13Z http://ir.uitm.edu.my/id/eprint/11430/ Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie O. Tasie, George Management Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations Executives Performance standards Satisfied customers are of paramount importance to creating and maintaining a sustainable advantage in the highly contemporary competitive business environment. Other forms of competitive advantage are easily lost, or copied by competitors. Consequently, customer satisfaction and service quality have been of considerable interest to both researchers and practitioners over the last two decades, and a substantial body of formal academic work has emerged to address these issues. However, comparatively little work has been carried out to date in studying what managers of business actually do in practice to measure, and consequently, manage their customer satisfaction and service quality, and less work has also been done internationally to ascertain differences in perception. This research paper reports the results of a comparative study of manager's perceptions of their customers' opinions of service quality in Australia (as an example of a eveloped country) and Vietnam (as an example of a developing country in transition to a free market economy). Faculty of Business and Management ; UiTM Press 2002 Article NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/11430/1/AJ_GEORGE%20O.%20TASIE%20JIBE%2002.pdf O. Tasie, George (2002) Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie. Journal of International Business, Economics and Entrepreneurship (JIBE), 9 (1). pp. 109-126. ISSN 0128-7494 https://jibe.uitm.edu.my/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Management
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Customer services. Customer relations
Executives
Performance standards
spellingShingle Management
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Customer services. Customer relations
Executives
Performance standards
O. Tasie, George
Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
description Satisfied customers are of paramount importance to creating and maintaining a sustainable advantage in the highly contemporary competitive business environment. Other forms of competitive advantage are easily lost, or copied by competitors. Consequently, customer satisfaction and service quality have been of considerable interest to both researchers and practitioners over the last two decades, and a substantial body of formal academic work has emerged to address these issues. However, comparatively little work has been carried out to date in studying what managers of business actually do in practice to measure, and consequently, manage their customer satisfaction and service quality, and less work has also been done internationally to ascertain differences in perception. This research paper reports the results of a comparative study of manager's perceptions of their customers' opinions of service quality in Australia (as an example of a eveloped country) and Vietnam (as an example of a developing country in transition to a free market economy).
format Article
author O. Tasie, George
author_facet O. Tasie, George
author_sort O. Tasie, George
title Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
title_short Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
title_full Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
title_fullStr Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
title_full_unstemmed Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
title_sort customer perception about quality of service : the case of vietnamese and australian managers / george o. tasie
publisher Faculty of Business and Management ; UiTM Press
publishDate 2002
url http://ir.uitm.edu.my/id/eprint/11430/1/AJ_GEORGE%20O.%20TASIE%20JIBE%2002.pdf
http://ir.uitm.edu.my/id/eprint/11430/
https://jibe.uitm.edu.my/
_version_ 1685648282867466240
score 13.211869

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