Open AccessCulture and airline service quality
Author(s) -
Thu Tra Luu
Publication year - 2013
Publication title -
khoa học công nghệ
Language(s) - English
Resource type - Journals
ISSN - 1859-0128
DOI - 10.32508/stdj.v16i3.1628
Subject(s) - service quality , marketing , business , service (business) , quality (philosophy) , scale (ratio) , international marketing , process management , advertising , geography , philosophy , epistemology , cartography
This article is to introduce concepts and definitions of culture, culture assessment approaches in international business/ international marketing, and airline service quality. By review a body of literature and through a preliminary qualitative study, airline service quality and passenger satisfaction scales are developed. Individual Cultural Values Scale (CVSCALE) of Yoo, Donthu, and Lenartowicz (2011) is presented