This study examined customers¡¦ service quality expectations in three different countries to discuss how employee training programs should be designed and enacted in accordance with the different expectations in multinational enterprises. By using the dimensions in the SERVQUAL scale, brought up by Parasuraman et al., this study designed a set of questionnaire and distributed those to three different countries to see how different customers, under different cultural background, of targeted Japanese multinational enterprise evaluate each dimension in SERVQUAL. Results of this study suggests that different customers in different countries graded the level of importance of service items in dimension assurance and reliability differently, indicating that when setting up employee training programs, it is necessary for international HR managers to put these two dimensions into consideration and design various employee training program according to different cultural backgrounds to answer diverse customer needs.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0805111-124655 |
| Date | 05 August 2011 |
| Creators | Kuo, Ting-yin |
| Contributors | Liang-Chih Huang, I-Heng Chen, Chin-Kang Jen |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | English |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0805111-124655 |
| Rights | user_define, Copyright information available at source archive |
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