Demanding customers in the Chinese context

Jos Gamble

(2009)

Jos Gamble (2009) Demanding customers in the Chinese context. Asia Pacific Business Review, 15 (1). pp. 93-105. ISSN 1360-2381

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Abstract

This research explores the unexpectedly demanding nature of local customers in foreign invested retail stores in China. Data are drawn from interviews conducted with over 200 local and expatriate staff at UK and Japanese-invested stores. The study briefly outlines China’s retail sector, provides case study examples of ‘demanding’ customers and then suggests factors that might account for these characteristics. In particular, it highlights the extent to which China’s marketplace is characterized by low trust. Finally, the work notes that China’s demanding customers influence the nature of firms’ service provision and have positive consequences for staff training and skills upgrading.

Information about this Version

This is a Draft version
This version's date is: 01/2009
This item is peer reviewed

Link to this Version

https://repository.royalholloway.ac.uk/items/8bfa54a2-cfab-82d7-5317-ded00bf3ba74/1/

Item TypeJournal Article
TitleDemanding customers in the Chinese context
AuthorsGamble, Jos
DepartmentsFaculty of History and Social Science\Management

Identifiers

doi10.1080/13602380802399395

Deposited by () on 23-Feb-2010 in Royal Holloway Research Online.Last modified on 09-Jul-2010

Notes

(C) 2009 Taylor & Francis, whose permission to mount this version for private study and research is acknowledged.  The repository version is the author's final draft.

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