Presents the current state of the methodological discussion on the measurement of perceived service quality. Describes two approaches ‐ attribute‐based methods and the sequential incident technique (SIT). Outlines the concept and basic assumptions of SIT describes an empirical SIT study...

Service customers perceive quality in the moment of interaction with the service provider. In times of globalization, it is important for a growing number of service companies to ask if the perceived service encounter quality differs among customers from different cultures. Particularly needed...

Purpose The article “Culture shocks” in inter-cultural service encounters was published in 1999. The purpose of this paper is to analyze how the scientific discussion about this issue has developed and which open research questions are still awaiting solutions. Design/methodology/approach...