Service quality by relationships in the international market

Abstract

Investigates managers’ perceptions of service quality in the international market. Eight propositions are developed using the relationship approach in industrial marketing and the internationalization process model. A structural LISREL‐based model is developed on the basis of a sample of 196 firms which supply business services abroad. The results suggest that customer relationships, industry relationships and unique competence strongly influence supplier‐perceived service quality in international markets.

Citation

Eriksson, K., Majkgård, A. and Deo Sharma, D. (1999), "Service quality by relationships in the international market", Journal of Services Marketing, Vol. 13 No. 4/5, pp. 361-375. https://doi.org/10.1108/08876049910282628