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Education as Service: The Understanding of University Experience Through the Service Logic

16 references·16 citing·33 second hopsampled

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
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1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
2014Student Involvement: A Developmental Theory for Higher Education5,266 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1998Chronicle of Higher Education4,261 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1967Work and the Nature of Man.3,169 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1983The Higher Education System2,475 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter

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2,003 cited

2000Customer satisfaction with services: putting perceived value into the equation1,832 cited

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