English, Article edition: RETAIL SERVICE QUALITY EXPECTATIONS AND PERCEPTIONS AMONG PHILIPPINE SMALL/MEDIUM ENTERPRISES J. MARK MUNOZ; PETER RAVEN; DIANNE H. B. WELSH

User activity

Share to:
 
Bookmark: http://trove.nla.gov.au/version/82408
Physical Description
  • article
Language
  • English

Edition details

Title
  • RETAIL SERVICE QUALITY EXPECTATIONS AND PERCEPTIONS AMONG PHILIPPINE SMALL/​MEDIUM ENTERPRISES
Author
  • J. MARK MUNOZ
  • PETER RAVEN
  • DIANNE H. B. WELSH
Physical Description
  • article
Notes
  • The Philippines is among the emerging markets in the world. Along with China, the Philippines attracts international enterprises seeking to establish a presence in Asia. This study examines small/​medium enterprises (SMEs) management and employee perceptions of customer service on a number of dimensions. The results suggest that managers and employees in the Philippines behave in similar ways to those in Western countries, but there are differences, probably related to cultural characteristics. As the Philippine market becomes more involved with global business, the importance of service quality increases. The results can be valuable in the formulation of training, sales and marketing, business development, human resources management, and strategic planning. Implications for practice are discussed.
  • SMEs, retail, service, Philippines
  • RePEc:wsi:jdexxx:v:11:y:2006:i:02:p:145-156
Language
  • English
Contributed by
OAIster

Get this edition

  • Set up My libraries

    How do I set up "My libraries"?

    In order to set up a list of libraries that you have access to, you must first login or sign up. Then set up a personal list of libraries from your profile page by clicking on your user name at the top right of any screen.

  • All (1)
  • Unknown (1)
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.

User activity


e.g. test cricket, Perth (WA), "Parkes, Henry"

Separate different tags with a comma. To include a comma in your tag, surround the tag with double quotes.

Be the first to add a tag for this edition

Be the first to add this to a list

Comments and reviews

What are comments? Add a comment

No user comments or reviews for this version

Add a comment