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Service Quality Perceptions of Foreign Direct Investors
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies, Business administration. (Hållbara affärsrelationer)
Makerere University Business School, Kampala, Uganda.
2016 (English)In: Journal of Promotion Management, ISSN 1049-6491, E-ISSN 1540-7594, Vol. 22, no 5, 684-704 p.Article in journal (Refereed) Published
Abstract [en]

Potential disparity between actual service experience and clients’ service quality expectations (Gap 5) and how this impacts foreign direct investment (FDI) inflows are investigated. Methodological triangulation encompassing quantitative and qualitative methods adopted. Contrary to quantitative findings, qualitative findings indicated that Gap 5 existed among the FDI clients. This is the first time service quality model (performance-based construct) is used to address FDI issues. It adopts “outside-in” mindset that uses perceived (actual) service as a reference point for client’s evaluation of service quality instead of the predominant “inside-out” mindset.

Place, publisher, year, edition, pages
Taylor & Francis Group, 2016. Vol. 22, no 5, 684-704 p.
Keyword [en]
Service perception, actual service experienced, service quality expectations, FDI inflows
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hig:diva-19250DOI: 10.1080/10496491.2016.1185492Scopus ID: 2-s2.0-84975112353OAI: oai:DiVA.org:hig-19250DiVA: diva2:808439
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Hållbara affärsrelationer
Available from: 2015-04-28 Created: 2015-04-28 Last updated: 2016-11-15Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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Language
  • sv-SE
  • en-GB
  • en-US
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  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf