@article{SizooKuepperAgrusa2011,
  author    = {Steve Sizoo and Eileen K{\"u}pper and Jerome Agrusa},
  title     = {Tracking Cross-Cultural Service Failures: The Case of Japanese \& German Visitors in the USA},
  series   = {International Management Review},
  volume    = {7},
  number    = {2},
  publisher = {American Scholars Press},
  issn      = {1551-6849},
  pages     = {58 -- 65},
  year      = {2011},
  abstract  = {While industrialized countries are becoming service economies, all countries are becoming global. As competition becomes more global, understanding and accommodating the needs of international customers with different cultural backgrounds has become increasingly important. This study highlights cross-cultural perceptions of service problems in the tourist industry.},
  language  = {en}
}