TY  - JOUR
AB  - Purpose– To explore the extent to which generosity, as instructed by culture, performs both a formative and a filtering role in the consumers’ service experience.Design/methodology/approach– The critical realism paradigm, a multi‐method/discipline approach is adopted. The research focuses on the Taiwanese consumer as a case and uses qualitative research techniques to model their consumption.Findings– The most significant contribution this paper makes is informing understanding of the cognitive processes Taiwanese consumers engage in when determining their quality evaluation. The results lend further support to the existence of a relationship between culture and service quality evaluation.Practical implications– The paper has consequences at a macro level for global strategy formulation and at a micro level for service quality measurement.Originality/value– This paper contributes to the growing body of evidence lending support to the existence of a relationship between culture and service quality evaluation. The conceptual foundation is laid for further measure development.
VL  - 22
IS  - 3
SN  - 0265-1335
DO  - 10.1108/02651330510602259
UR  - https://doi.org/10.1108/02651330510602259
AU  - Imrie Brian C.
ED  - John B. Ford
PY  - 2005
Y1  - 2005/01/01
TI  - Beyond disconfirmation: The role of generosity and surprise
T2  - International Marketing Review
PB  - Emerald Group Publishing Limited
SP  - 369
EP  - 383
Y2  - 2024/04/19
ER  -