Cross-National Differences in Consumer Satisfaction: Mobile Services in Emerging and Developed Markets

摘要: As firms attempt revenue growth through expansion into international markets, research on the potentially differential nature of consumer perceptions across national markets has become increasingly important. The authors advance the customer satisfaction literature by comparing customer perceptions in the wireless services industry across the national markets of Barbados, Singapore, Turkey, the United Kingdom, and the United States. This five-country context provides a unique opportunity for understanding how customers differ …