Implementing service excellence in higher education

Education and Training

Volumn 51, Issue 8, 2009, Pages 769-780

  Khan, Hina ^a   Matlay, Harry ^b  

^a NORTHUMBRIA UNIVERSITY   (United Kingdom)

^b BIRMINGHAM CITY UNIVERSITY   (United Kingdom)

Author keywords

Competitive advantage; Customer satisfaction; Higher education; Quality concepts; Service levels

Indexed keywords

EID: 71949107684     PISSN: 00400912     EISSN: None     Source Type: Journal    
DOI: 10.1108/00400910911005299     Document Type: Article

References (40)

1. Ahmed, P.K. and Rafiq, M. (2003), "Internal marketing issues and challenges" European Journal of Marketing, Vol. 37, No. 9, pp. 1177-86.
2. Alexandrov, A., Babakus, E. and Yavas, U. (2007), "The effects of perceived management concern for frontline employees and customers on turnover intentions" Journal of Service Research, Vol. 9, No. 4, pp. 356-71.
3. Ballyantyne, D. (2000), "Internal relationship marketing: a strategy for knowledge renewal" International Journal of Bank Marketing, Vol. 18, No. 6, pp. 274-86.
4. Berry, L.L. (1981), "The employee as customer" Journal of Retail Banking, Vol. 3, No. 1, pp. 25-8.
5. Berry, L.L. and Parasuraman, A. (1999), Marketing Services, The Free Press, New York, NY.
6. Blois, K. and Grönroos, C. (2000), The Marketing of Services, University Press, Oxford.
7. Chaston, I. (1994), "Internal customer management and service gaps within the UK manufacturing sector" International Journal of Operations & Production Management, Vol. 14, No. 9, pp. 25-56.
8. Dany, F., Guedri, Z. and Hatt, F. (2008), "New insights into the link between HRM integration and organizational performance" The International Journal of Human Resource Management, Vol. 19, No. 11, pp. 2095-112.
9. Dubrovski, D. (2001), "The role of customer satisfaction in achieving business excellence" Journal of Total Quality Management, Vol. 12, Nos 7/8, pp. 920-5.
10. Evans, J.R. and Lindsay, W.M. (2005), The Management and Control of Quality: International Student Edition, South Western Publishers, Singapore.
11. Gilbert, G.R. (2000), "Measuring internal customer satisfaction" Journal of Managing Service Quality, Vol. 10, No. 3, pp. 178-86.
12. Gilthorpe, G. (2006), "Lessons in service excellence" Legal Marketing, April/May, pp. 31-3.
13. Grönroos, C. (1978), "A service-orientated approach to marketing of services" European Journal of Marketing, Vol. 12, No. 8, pp. 588-602.
14. Jankowicz, A.D. (2005), Business Research Projects, 4th ed., Thomson Learning, London.
15. Kanji, G.K. (2007), Measuring Business Excellence, Routledge, Taylor and Francis Group, London.
16. King, A.S. and Ehrhard, B.J. (1997), "Empowering the workforce: a commitment to cohesion exercise" Empowerment in Organisations, Vol. 5, No. 3, pp. 139-50.
17. Longenecker, C.O. and Scazzero, J.A. (2000), "Improving service quality: a tale of two operations" Journal of Services Marketing, Vol. 10, No. 4, pp. 227-32.
18. Lovelock, C. and Wirtz, J. (2007), Service Marketing, People, Technology and Strategy, Pearson International, London.
19. Martone, D. (2003), "A guide to developing a competency-based performance-management system" Employee Relations Today, Vol. 30, No. 3, pp. 23-32.
20. Matlay, H. (2005), "Researching entrepreneurship and education, Part 1: what is entrepreneurship and does it matter?" Education + Training, Vol. 47, Nos 8/9, pp. 665-77.
21. Matlay, H. (2006), "Researching entrepreneurship and education, Part 2: what is entrepreneurship education and does it matter?" Education + Training, Vol. 48, Nos 8/9, pp. 704-18.
22. Matlay, H. (2008), "The impact of entrepreneurship education on entrepreneurial outcomes" Journal of Small Business and Enterprise Development, Vol. 15, No. 2, pp. 382-96.
23. Matlay, H. (2009), "Entrepreneurship education in the UK: a critical analysis of stakeholder involvement and expectations" Journal of Small Business and Enterprise Development, Vol. 16, No. 2, pp. 355-68.
24. Matlay, H. and Carey, C. (2007), "Entrepreneurship education in the UK: a longitudinal perspective" Journal of Small Business and Enterprise Development, Vol. 14, No. 2, pp. 252-63.
25. Mitchell, A. (2005), "Differentiate all you want, but its back to the basics every time" Marketing Week, 11 August, pp. 28-9.
26. Nixon, B. (1998), "Creating the future we desire - getting the whole system into the room" Journal of Industrial and Commercial Training, Vol. 30, No. 1, pp. 4-11.
27. Oakland, J.S. (2001), Total Organisation Excellence: Achieving World Class Performance, Butterworth Heinemann, London.
28. Parasuraman, A., Zeithamle, V. and Berry, L. (1985), "A conceptual model of service quality and its implications for future research" Journal of Marketing, Vol. 49, No. 1, pp. 41-50.
29. Pfeffer, J. (1998), The Human Equation - Building Profits by Putting People First, Harvard Business School Press, Boston, MA.
30. Reed, J. and Vakola, M. (2006), "What role can a training needs analysis play in organisational change?" Journal of Organisational Change Management, Vol. 19, No. 3, pp. 393-407.
31. Saunders, M., Lewis, P. and Thornhill, A. (1997), Research Methods for Business Students, Pitman Publishing, London.
32. Sharma, N. and Patterson, P.G. (1999), "The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services" Journal of Services Marketing, Vol. 13, No. 2, pp. 151-70.
33. Swart, W. and Duncan, S. (2005), "A methodology for assuring the quality human performance" International Journal of Computer Integrated Manufacturing, Vol. 18, No. 6, pp. 487-97.
34. Turnois, L. (2004), "Creating customer value: bridging theory and practice" Journal of Marketing Management, Vol. 14, No. 2, pp. 12-23.
35. Varey, R.J. and Lewis, B.R. (2000), Internal Marketing: Directions for Management, Routledge, London.
36. Wheeler, A. (2006), "Retaining employees for service competency: the role of corporate brand identity" Journal of Brand Management, Vol. 14, Nos 1/2, pp. 96-113.
37. Wisner, J.D. and Stanley, L.L. (1999), "Internal relationships and activities associated with high levels of purchasing service quality" Journal of Supply Chain Management, Vol. 35, No. 3, pp. 25-35.
38. Gill, J. and Johnson, P. (2002), Research Methods for Managers, 3rd ed., Sage Publishers, London.
39. Guaspari, J. (2003), "Eating my words: dispatches from the Front" Across the Board, September/October, pp. 55-6.
40. Kang, D.J. and Alexandris, K. (2002), "Measurement of internal service quality: application of the SERVQUAL battery to internal service quality" Journal of Managing Service Quality, Vol. 12, No. 5, pp. 278-91.