Listening to the customer's voice: Examining perceived service value among business college students

International Journal of Educational Management

Volumn 13, Issue 4, 1999, Pages 187-198

  LeBlanc, Gaston ^a   Nguyen, Nha ^a  

^a UNIVERSITÉ DE MONCTON   (Canada)

Author keywords

Image; Quality; Service; Value

Indexed keywords

EID: 18844442259     PISSN: 0951354X     EISSN: None     Source Type: Journal    
DOI: 10.1108/09513549910278106     Document Type: Article

References (67)

1. Anderson, E.W. and Sullivan, M.W. (1993), "The antecedents and consequences of customer satisfaction for firms", Marketing Science, Vol. 12, Spring, pp. 125-43.
2. Babin, B.J. and Boles, J.S. (1998), "Employee behaviour in a service environment: a model and test of potential differences between men and women", Journal of Marketing, Vol. 62, April, pp. 77-91.
3. Babin, B.J., Darden, W.R. and Griffin, M. (1994), "Work and/or fun: measuring hedonic and utilitarian shopping value", Journal of Consumer Research, Vol. 20, March, pp. 644-56.
4. Barich, H. and Kotler, P. (1991), "A framework for marketing image management", Sloan Management Review, Winter, pp. 94-104.
5. Barnes, J.G. (1989), "The role of internal marketing: if the staff won't buy it, why should the customer?", Irish Marketing Review, Vol. 4, pp. 11-21.
6. Belk, R.W. (1974), "An exploratory assessment of situational effect in buyer behaviour", Journal of Marketing Research, Vol. 11, May, pp. 156-63.
7. Berry, L. and Yadav, M. (1996), "Capture and communicate value in the pricing of services", Management Review, Summer, pp. 41-51.
8. Bitner, M.J. (1990), "Evaluating service encounters: the effects of physical surroundings and employee responses", Journal of Marketing, April, pp. 69-82.
9. Bitner, M.J. (1992), "Servicescapes: the impact of physical surroundings on customers and employees", Journal of Marketing, Vol. 56, April, pp. 57-71.
10. Bolton, R.N. and Drew, J.H. (1991a), "A longitudinal analysis of the impact of service changes on customer attitudes", Journal of Marketing, Vol. 55, January, pp. 1-9.
11. Bolton, R.N. and Drew, J.H. (1991b), "A multistage model of customers' assessments of service quality and value", Journal of Consumer Research, Vol. 17, March, pp. 375-84.
12. Bolton, R.N. and Drew, J.H. (1992), "Mitigating the effect of service encounters", Marketing Letters, Vol. 3, pp. 57-70.
13. Bolton, R.N. and Drew, J.H. (1994), "Linking customer satisfaction to service operation and outcomes", in Oliver and Rust (Eds), Service Quality: New Directions in Theory and. Practice, Sage, Thousand Oaks, CA, pp. 173-200.
14. Cannon, J.P. and Jagdish, N.S. (1994), "Developing a curriculum to enhance teaching of relationship marketing", Journal of Marketing Education, Summer, pp. 3-14.
15. Carman, J.M. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions", Journal of Retailing, Vol. 66, pp. 33-55.
16. Churchill, G.A. and Surprenant, C. (1982), "An investigation into the determinants of customer satisfaction", Journal of Marketing Research, Vol. 19, November, pp. 491-504.
17. Cronin, J.J. and Taylor, S.A. (1992), "Measuring service quality: a reexamination and extension", Journal of Marketing, Vol. 56, July, pp. 55-68.
18. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), "Relationship quality in services selling: an interpersonal influence perspective", Journal of Marketing, Vol. 54, July, pp. 68-81.
19. Dodds, W.B., Monroe, K.B., and Grewal, D. (1991), "Effect of price, brand, and store information on buyers' product evaluations", Journal of Marketing Research, Vol. 28, August, pp. 307-19.
20. Doyle, M. (1984), "New ways of measuring value", Progressive Grocer-Value, Executive Report, pp. 15-19.
21. Fern, E.F. (1982), "The use of focus groups for idea generation: the effects of group size, acquaintanceship, and moderator on response quantity and quality", Journal of Marketing Research, Vol. 17, February, pp. 1-13.
22. Fitzgerald Bone, P. (1995), "Word of mouth effects on short-term and long-term product judgments", Journal of Business Research, Vol. 32, pp. 213-23.
23. Gassenheimer, J.B., Houston, F.S. and Davis, J.C. (1998), "The role of economic value, social value, and perceptions of fairness in inter-organizational relationship retention decisions", Journal of the Academy of Marketing Science, Vol. 26 No. 4, pp. 322-37.
24. Gilligan, C. (1982), In a Different Voice: Psychological Theory and Women's Development, Harvard University Press, Cambridge, MA.
25. Grewal, D., Monroe, K.B. and Krishnan, R. (1998), "The effects of price-comparison advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions", Journal of Marketing, Vol. 62, pp. 46-59.
26. Gronroos, C. (1990), Service Management and Marketing, Lexington, Toronto.
27. Hampton, G. (1993), "Gap analysis of college student satisfaction as a measure of professional service quality", Journal of Professional Services Marketing, Vol. 9, pp. 115-27.
28. Hartline, M.D. and Ferrell, O.C. (1996), "The management of customer-contact service employees: an empirical investigation", Journal of Marketing, Vol. 60, October, pp. 52-70.
29. Hauser, J.R. and Urban, G. (1986), "The value priority hypotheses for consumer budget plans", Journal of Consumer Research, Vol. 12, March, pp. 446-62.
30. Herbig, P., Milewicz, J. and Golden, J. (1994), "A model of reputation building and destruction", Journal of Business Research, Vol. 31, pp. 23-31.
31. Hirschman, E. and Holbrook, M. (1982), "Hedonic consumption: emerging concepts, methods and propositions", Journal of Marketing, Vol. 46, Summer, pp. 92-101.
32. Holbrook, M.B. (1986), "Emotion in the consumption experience: toward a new model of the human consumer", in Peterson, R. et al. (Eds), The Role of Affect in Consumer Behavior: Emerging Theories and Applications, Heath, Lexington, MA, pp. 17-52.
33. Holbrook, M.B. (1994), "The nature of customer value: an axiology of services in the consumption experience", in Oliver and Rust (Eds), Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, CA, pp. 21-71.
34. Holbrook, M.B. and Corfman, K.P. (1985), "Quality and value in the consumption experience: Phaedrus rides again", in Jacoby, J.R.W. and Olson, J.C. (Eds), Perceived Quality, Lexington Books, Lexington, MA, pp. 31-57.
35. Kelley, S.W. (1992), "Developing customer orientation among service employees", Journal of the Academy of Marketing Science, Vol. 20 No. 1, pp. 27-36.
36. Kiefer, N. and Kelly, T.J. (1995), "Price recollection and perceived value in restaurants", Cornell Hotel and Restaurant Quarterly, February, pp. 47-50.
37. Kotler, P. and Dubois, B. (1993), "Satisfaire la clientele à travers la qualité, le service et la valeur", Revue Française du Marketing, pp. 35-52.
38. LeBlanc, G. and Nguyen, N. (1996), "Cues used by customers evaluating corporate image in service firms: an empirical investigation in financial institutions", International Journal of Service Industry Management, Vol. 7 No. 2, pp. 44-56.
39. LeBlanc, G. and Nguyen, N. (1997), "Searching for excellence in business education: an exploratory study of customer impressions of service quality", International Journal of Educational Management, Vol. 11 No. 2, pp. 72-9.
40. McQuarrie, F.A. (1991), "Student perceptions of management education: a gender based analysis", Proceedings of the Administrative Sciences Association of Canada, Business Education Division, pp. 86-94.
41. Monroe, K.B. and Petroshuis, S.M. (1981), "Buyers' perceptions of price: an update of the evidence", in Kassarjian, H. and Robertson, T.S. (Eds), Perspectives in Consumer Behaviour, 3rd ed., Scott Foresman.
42. Motwani, J. and Kumar, A. (1997), "The need for implementing total quality management in education", International Journal of Educational Management, Vol. 11 No. 3, pp. 131-5.
43. Myers, J.H. (1991), "Measuring customer satisfaction: is meeting expectations enough?", Marketing Research: A Magazine of Management and Applications, Vol. 3 No. 4, pp. 35-43.
44. Nunnally, J.C. (1978), Psychometric Theory, 2nd ed., McGraw-Hill, New York, NY.
45. Oliver, R.L. and DeSarbo, W.S. (1988), "Response determinants in satisfaction judgments", Journal of Consumer Research, Vol. 14, March, pp. 495-507.
46. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64, Spring, pp. 12-40.
47. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991), "Refinement and reassessment of the SERVQUAL scale", Journal of Retailing, Vol. 67, Winter, pp. 420-50.
48. Parasuraman, A., Zeithaml, and Berry, L.L. (1994), "Reassessment of expectations as a comparison standard in measuring service quality: implications for further research", Journal of Marketing, Vol. 58, January, pp. 111-24.
49. Park, W. and Lessig, P. (1977), "Students and housewives: differences in susceptibility to reference group influence", Journal of Consumer Research, September, pp. 101-14.
50. Peterson, R. and Wilson W. (1985), "Perceived risk and price-reliance schema and price-per-ceived-quality", in Jacoby, J. and Oleson, J. (Eds), Mediators in Perceived Quality, Lexington Books, Lexington, MA, pp. 247-8.
51. Peterson, R.A. and Wilson, W.R. (1992), "Measuring customer satisfaction: fact and artifact", Journal of the Academy of Marketing Science, Vol. 20, pp. 61-71.
52. Rao, A.R. and Monroe, K.B. (1989), "The effect of price, brand name, and store name on perceptions of product quality: an integrative review", Journal of Marketing Research, Vol. 26, August, pp. 351-7.
53. Rust, R.T. and Oliver, R.L. (1994), "Service quality: insights and managerial implications from the frontier", in Oliver and Rust (Eds), Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, CA, pp. 1-20.
54. Sawyer, A.G. and Dickson, P. (1984), "Psychological perspectives on consumer responses to sales promotion", in Jocz, K. (Ed.), Research on Sales Promotion: Collected Papers, Marketing Science Institute, Cambridge, MA.
55. Schechter, L. (1984), "A normative conception of value", Progressive Grocer, Executive Report, pp. 12-14.
56. Seymour, D.T. (1992), On Q: Causing Quality in Higher Education, MacMillan Press, New York, NY.
57. Sheth, J.N., Newman, B.I. and Gross, B.L. (1991), "Why we buy what we buy: a theory of consumption values", Journal of Business Research, Vol. 22, pp. 159-70.
58. Spence, J.T. and Helmreich, R.L. (1980), "Masculine instrumentality and female expressiveness: their relationships with sex role attitudes and behaviours", Psychology of Women Quarterly, Vol. 5, pp. 147-63.
59. Stafford, T.S. (1994), "Consumption values and the choice of marketing electives: treating students like customers", Journal of Marketing Education, Summer, pp. 26-33.
60. Swartz, T. and Brown, S.W. (1989), "Consumer and provider expectations and experiences in evaluating professional service quality", Journal of the Academy of Marketing Science, Vol. 17 Spring, pp. 189-95.
61. Tabachnick, B.G. and Fidell, L.S. (1989), Using Multivariate Statistics, 2nd ed., Harper Collins Publishers, New York, NY.
62. Taylor, S.A. and Baker T.L. (1994), "An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions", Journal of Retailing, Vol. 72, No. 2, pp. 163-78.
63. Tellis, G.J. and Gaeth, G.J. (1990), "Best value, price-seeking, and price aversion: the impact of information and learning on consumer choices", Journal of Marketing, Vol. 54, April, pp. 34-45.
64. Tse, D.K. and Wilton P.C. (1988), "Models of consumer satisfaction formation: an extension", Journal of Marketing Research, Vol. 25, May, pp. 204-12.
65. Young, S. (1996), "The role of affective states and locus of attribution in evaluations of service", Canadian Journal of Administrative Sciences, Vol. 13 No. 3, pp. 216-25.
66. Zeithaml, V. (1988), "Consumer perceptions of price, quality and value: a means-ends model and synthesis of evidence", Journal of Marketing, Vol. 52, July, pp. 2-22.
67. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "The behavioral consequences of service quality", Journal of Marketing, Vol. 60, April, pp. 31-46.