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

UNCG Author/Contributor (non-UNCG co-authors, if there are any, appear on document)
Dianne H.B. Welsh, Distinguished Professor of Entrepreneurship (Creator)
The University of North Carolina at Greensboro (UNCG )
Web Site:

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.

Additional Information

Journal of Services Marketing, 18(3), 198-214
Language: English
Date: 2004
Retail service, Kuwait, Lebanon

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