Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie

Satisfied customers are of paramount importance to creating and maintaining a sustainable advantage in the highly contemporary competitive business environment. Other forms of competitive advantage are easily lost, or copied by competitors. Consequently, customer satisfaction and service quality hav...

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Main Author:	O. Tasie, George
Format:	Article
Language:	English
Published:	Faculty of Business and Management ; UiTM Press 2002
Subjects:	Management Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations Executives Performance standards
Online Access:	http://ir.uitm.edu.my/id/eprint/11430/ http://ir.uitm.edu.my/id/eprint/11430/ http://ir.uitm.edu.my/id/eprint/11430/1/AJ_GEORGE%20O.%20TASIE%20JIBE%2002.pdf

id	uitm-11430
recordtype	eprints
spelling	uitm-114302016-11-29T09:01:13Z http://ir.uitm.edu.my/id/eprint/11430/ Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie O. Tasie, George Management Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations Executives Performance standards Satisfied customers are of paramount importance to creating and maintaining a sustainable advantage in the highly contemporary competitive business environment. Other forms of competitive advantage are easily lost, or copied by competitors. Consequently, customer satisfaction and service quality have been of considerable interest to both researchers and practitioners over the last two decades, and a substantial body of formal academic work has emerged to address these issues. However, comparatively little work has been carried out to date in studying what managers of business actually do in practice to measure, and consequently, manage their customer satisfaction and service quality, and less work has also been done internationally to ascertain differences in perception. This research paper reports the results of a comparative study of manager's perceptions of their customers' opinions of service quality in Australia (as an example of a eveloped country) and Vietnam (as an example of a developing country in transition to a free market economy). Faculty of Business and Management ; UiTM Press 2002 Article NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/11430/1/AJ_GEORGE%20O.%20TASIE%20JIBE%2002.pdf O. Tasie, George (2002) Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie. Journal of International Business, Economics and Entrepreneurship (JIBE), 9 (1). pp. 109-126. ISSN 0128-7494 https://jibe.uitm.edu.my/
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Management Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations Executives Performance standards
spellingShingle	Management Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations Executives Performance standards O. Tasie, George Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
description	Satisfied customers are of paramount importance to creating and maintaining a sustainable advantage in the highly contemporary competitive business environment. Other forms of competitive advantage are easily lost, or copied by competitors. Consequently, customer satisfaction and service quality have been of considerable interest to both researchers and practitioners over the last two decades, and a substantial body of formal academic work has emerged to address these issues. However, comparatively little work has been carried out to date in studying what managers of business actually do in practice to measure, and consequently, manage their customer satisfaction and service quality, and less work has also been done internationally to ascertain differences in perception. This research paper reports the results of a comparative study of manager's perceptions of their customers' opinions of service quality in Australia (as an example of a eveloped country) and Vietnam (as an example of a developing country in transition to a free market economy).
format	Article
author	O. Tasie, George
author_facet	O. Tasie, George
author_sort	O. Tasie, George
title	Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
title_short	Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
title_full	Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
title_fullStr	Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
title_full_unstemmed	Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie
title_sort	customer perception about quality of service : the case of vietnamese and australian managers / george o. tasie
publisher	Faculty of Business and Management ; UiTM Press
publishDate	2002
url	http://ir.uitm.edu.my/id/eprint/11430/ http://ir.uitm.edu.my/id/eprint/11430/ http://ir.uitm.edu.my/id/eprint/11430/1/AJ_GEORGE%20O.%20TASIE%20JIBE%2002.pdf
first_indexed	2023-09-18T22:47:57Z
last_indexed	2023-09-18T22:47:57Z
_version_	1777417351315062784

Customer perception about quality of service : the case of Vietnamese and Australian managers / George O. Tasie

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