An exploratory study of influences on retail service quality: a focus on Kuwait and Lebanon

Abstract

The Middle East is a growing and lucrative marketplace. This exploratory study examines retail service in Kuwait and Lebanon, regions with long histories of trade. Retail service, however, has not been well documented in this region. As far as is known, this is the first study that examines customer and salespeople perceptions of service encounters in these countries in light of their culture, religion, and nationalities. As retailers expand into new markets worldwide, such information is vital to their success. Future research directions are discussed.

Citation

Raven, P. and Welsh, D.H.B. (2004), "An exploratory study of influences on retail service quality: a focus on Kuwait and Lebanon", Journal of Services Marketing, Vol. 18 No. 3, pp. 198-214. https://doi.org/10.1108/08876040410536503