Measuring transaction‐specific satisfaction in services: Are the measures transferable across cultures?

Cleopatra Veloutsou (University of Glasgow, Glasgow, Scotland, UK)
G. Ronald Gilbert (Florida International University, Miami, Florida, USA)
Luiz A. Moutinho (University of Glasgow, Glasgow, Scotland, UK)
Mark M.H. Goode (Cardiff University, Wales, UK)

European Journal of Marketing

ISSN: 0309-0566

Publication date: 1 May 2005

Abstract

Purpose

This study examines the equivalence of the use of a customer satisfaction survey in four culturally divergent contexts.

Design/methodology/approach

It is based on 6,776 responses collected from fast food customers in Greece, Jamaica, the UK and the USA.

Findings

The results reveal that the similarities in the measurement of satisfaction in these contexts are more than the differences, and suggest that the development of measures to examine and compare consumer satisfaction across cultures and languages is, indeed, feasible.

Research limitations/implications

The data reveal considerable promise that rather simple, cross‐cultural measures can be identified and used to gain valuable insight about the viability of business products and services. This implies that researchers might be able to use the same instruments for measurement in different contexts. However, additional research is necessary to firmly support the suitability of the consumer‐related measures across cultures that were the focus of this study.

Practical implications

The findings of this study are particularly useful for multinational companies, which might want to measure and compare the level of their consumers' satisfaction in various countries.

Originality/value

This paper adds to the literature assessing the challenges of cross‐cultural research.

Keywords

Citation

Veloutsou, C., Gilbert, G.R., Moutinho, L.A. and Goode, M.M.H. (2005), "Measuring transaction‐specific satisfaction in services: Are the measures transferable across cultures?", European Journal of Marketing, Vol. 39 No. 5/6, pp. 606-628. https://doi.org/10.1108/03090560510590737

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Publisher

:

Emerald Group Publishing Limited

Copyright © 2005, Emerald Group Publishing Limited

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