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Full-Text Articles in Business
Cross-Cultural Customer Satisfaction Of High Technology Companies In China, India, And Japan, William H. Bleuel, Darrol J. Stanley
Cross-Cultural Customer Satisfaction Of High Technology Companies In China, India, And Japan, William H. Bleuel, Darrol J. Stanley
GSBM Faculty Scholarship
Customer satisfaction has become a very important aspect of business management in the high technology market. Companies that provide products and services world-wide often are concerned that customer satisfaction may be impacted by cultural differences. This study examines measures of customer satisfaction in China, India and Japan to determine whether or not there is a difference in satisfaction scores for field service, depot repair and help desk. The statistical results at a 5% confidence level indicate there is a difference in customer perception in all service support areas. The results clearly indicate that companies need to understand these differences in …
Strategic Asymmetric Multicultural Alliances In Business, Anthony James Scriffignano
Strategic Asymmetric Multicultural Alliances In Business, Anthony James Scriffignano
Antioch University Dissertations & Theses
Global economics and other factors make it increasingly difficult for organizations to operate within the boundaries of one country in a rational way (e.g., leveraging best practices, profitable, achieving goals). In this study, I looked at strategic business alliances, transcending simple quid pro quo relationships to deliver ongoing partner value. I refined my study to multicultural relationships, having differing cultural identities (i.e., ideas, heritage, language, or demographics from differing geographies). Finally, I considered asymmetry (i.e., inequity in working relationship). Using a mixed-methodology design, I surveyed alliance participants and interviewed participants from selected alliances. A multi-case study addresses emergent themes of …