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Service quality in higher education: The role of student expectations · Study

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ArticleService quality in higher education: The role of student expectations

Roediger Voss2007

Article2007

Service quality in higher education: The role of student expectations

Roediger Voss · Thorsten Gruber · Isabelle T.D. Szmigin

383 citations·0/0 files stored·Journal of Business Research

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Evaluation of Teaching Practices Customer Service Quality and Loyalty Educational Outcomes and Influences

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References

1998Basics of qualitative research : techniques and procedures for developing grounded theory 1990Delivering quality service: balancing customer perceptions and expectations 1993The Nature and Determinants of Customer Expectations of Service 1996The Management of Customer-Contact Service Employees: An Empirical Investigation 1994Critical Service Encounters: The Employee's Viewpoint 2001Laddering theory, method, analysis, and interpretation.1993Defining Quality 1982A Means-End Chain Model Based on Consumer Categorization Processes

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2012Making sense of higher education: students as consumers and the value of the university experience 2021Evaluating service quality and performance of higher education institutions: a systematic review and a post-COVID-19 outlook 2015Student co-creation behavior in higher education: the role of satisfaction with the university experience 2014Projecting corporate brand image and behavioral response in business schools: Cognitive or affective brand attributes?2020Understanding social responsibility’s influence on service quality and student satisfaction in higher education

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Year2007

Typearticle

Published2007-03-27

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations383

Files0 public / 0

ShelfEvaluation of Teaching Practices

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doi10.1016/j.jbusres.2007.01.020

openalex_workW251743883

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