RETAIL SERVICE QUALITY EXPECTATIONS AND PERCEPTIONS AMONG PHILIPPINE SMALL/MEDIUM ENTERPRISES

被引：2

作者：

Munoz, J. Mark ^{[1
]}

Raven, Peter ^{[2
]}

Welsh, Dianne H. B. ^{[3
]}

机构：

[1] Millikin Univ, Tabor Sch Business, 1184 West Main St, Decatur, IL 62522 USA

[2] Seattle Univ, Albers Sch Business & Econ, Seattle, WA 98122 USA

[3] John H Sykes Coll Business, Tampa, FL 33606 USA

来源：

JOURNAL OF DEVELOPMENTAL ENTREPRENEURSHIP | 2006年 / 11卷 / 02期

关键词：

SMEs; retail; service; Philippines;

D O I：

10.1142/S1084946706000362

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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.

引用

页码：145 / 156

页数：12

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