An exploratory study of influences on retail service quality: a focus on Kuwait and Lebanon.

Abstract: The Middle East is a growing and lucrative marketplace. This exploratory study examines retail service in Kuwait and Lebanon, regions with long histories of trade. Retail service, however, has not been well documented in this region. To our knowledge, this is the first study that examines customer and salespeople perceptions of service encounters in these countries, in light of their culture, religion, and nationalities. As retailers expand into new markets worldwide, such information is vital to their success. Future research directions are discussed

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

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