JEFAS (antes Cuadernos de Difusión) Vol. 7 Nº 13 (2002)

URI permanente para esta colecciónhttps://hdl.handle.net/20.500.12640/4109

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  • Miniatura
    ÍtemSolo Metadatos
    Global strategies for domestic firms in emerging economies in a world of multinationals: toward a model
    (Universidad ESAN. ESAN Ediciones, 2002-12-30) Li, Mingfang
    An issue little studied in the field of global strategic management is that of the strategies that local companies in emerging economies must adopt to effectively face the challenges of a globalized economy replete with multinationals. This article explores key dimensions of local business strategies, reviews the main elements of business strategies, corporate strategy, global orientation and the mixture of competitive approaches. It then integrates these dimensions and strategic elements into a conceptual framework that identifies viable types of strategies so that local companies in emerging economies can compete effectively with their powerful and resource-rich counterparts. The research considers previous contributions, limitations and future lines of research.
  • Miniatura
    ÍtemSolo Metadatos
    10 years of service quality measurement: reviewing the use of the SERVQUAL instrument
    (Universidad ESAN. ESAN Ediciones, 2002-12-30) Nyeck, Simon; Morales, Miguel; Ladhari, Riadh; Pons, Frank
    In 1988, Parasuraman, Zeithaml, and Berry developed an instrument to measure the quality of service. Since that date, this instrument has been used in numerous studies on different industries and in different countries, both by academics and professionals. However, despite its wide dissemination, few studies deal with the dimensionality and validity aspects of this measurement scale. This article describes the practices observed in relation to these aspects through the analysis of the studies that SERVQUAL has used during the last ten years. From a sample of 60 empirical studies using the SERVQUAL scale, the main aspects of validity dealt with by each author are analysed, using an analysis template adapted from the study of Stokes and Miller (1975). Based on the available data, the study suggests that the scale developed by Parasuraman, Zeithaml, and Berry (1988) does not present a stable dimensional structure of five factors. Finally, the article evaluates the influence of the characteristics of the research design on the reliability of SERVQUAL.