The idiosyncratic behaviour of service quality, value, satisfaction, and intention to recommend in higher education: An empirical examination

Journal of Marketing Management

Volumn 27, Issue 11-12, 2011, Pages 1232-1260

  Ledden, Lesley ^a   Kalafatis, Stavros P ^a   Mathioudakis, Alex ^b  

^a KINGSTON UNIVERSITY   (United Kingdom)

^b UNIVERSITY OF MACEDONIA   (Greece)

Author keywords

Consumer perceived value; Satisfaction; Service quality; Wom

Indexed keywords

EID: 80053944644     PISSN: 0267257X     EISSN: 14721376     Source Type: Journal    
DOI: 10.1080/0267257X.2011.611117     Document Type: Article

References (124)

1. Agarwal, S., & Teas, R.K. (2001). Perceived value: mediating role of perceived risk. Journal of Marketing Theory and Practice, 9, 1-13.
2. Allen, A., & Davis, D. (1991). Searching for excellence in marketing education: The relationship between service quality and three outcome variables. Journal of Marketing Education 13, 47-55.
3. Babin, B.J., & James, K.W. (2010) A brief retrospective and introspective on value. European Business Review, 22, 471-478.
4. Baker, S.M., Kleine, S.S., & Bennion, M. (2003). What do they know? Integrating the core concept of customer value into the undergraduate marketing curriculum and its assessment. Journal of Marketing Education, 25, 79-89.
5. Barclay, D., Higgins, C., & Thompson, R. (1995). The partial least squares (PLS) approach to causal modeling: personal computer adoption and use as an illustration. Technology Studies, 2, 285-324.
6. Bay, D., & Daniel, H. (2001). The student is not the customer - an alternative perspective. Journal of Marketing for Higher Education, 11, 1-19.
7. Beverland, M., & Lockshin, L. (2003). A longitudinal study of customers' desired value change in business-to-business markets. Industrial Marketing Management, 32, 653-666.
8. Bolton, R.M., & Drew, J.H. (1991). A multistage model of consumers' assessments of service quality and value. Journal of Consumer Research, 17, 375-384.
9. Brady, M.K., & Robertson, C.J. (1999). An exploratory study of service value in the USA and Ecuador. International Journal of Service Industry Management, 10, 469-486.
10. Brodie, R.J., Whittome, J.R.M., & Brush, G.J. (2009). Investigating the service brand: a customer value perspective. Journal of Business Research, 62, 345-355.
11. Bruce, G., & Edgington, R. (2008). Factors influencing word-of-mouth recommendations by MBA students: An examination of school quality, educational outcomes and value of the MBA. Journal of Marketing for Higher Education, 18, 79-101.
12. Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing 30, 8-32.
13. Carvalho, S.W., & Mota, M.deO. (2010). The role of trust in creating value and student loyalty in relational exchanges between higher education institutions and their students. Journal of Marketing for Higher Education, 20, 145-165.
14. Chen, Z., & Dubinsky, A.J. (2003). A conceptual model of perceived customer value in e-commerce: a preliminary investigation. Psychology & Marketing, 20, 323-347.
15. Chin, W.W. (1998). The partial least squares approach to structural equation modeling. In G.A. Marconlide (Ed.), Modern methods for business research (pp. 295-336). London: Lawrence Elbaum.
16. Chin, W.W. (2003). PLS GRAPH, Version 3. Department of Decision and Information Science, University of Houston.
17. Chin, W.W., & Newsted, P.R. (1999). Structural equation modelling analysis with small samples using Partial Least Squares. In: R.H. Hoyle (ed.), Statistical strategies for small sample research (pp. 308-341). London: Sage Publications.
18. Choi, K.-S., Cho, W.-H., Lee, S., Lee, H., & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioural intention in health care provider choice: A South Korean study. Journal of Business Research, 57, 913-921.
19. Chung, E., & McLarney, C. (2000). The classroom as a service encounter: suggestions for value creation. Journal of Management Education, 24, 484-500.
20. Cook, M.J. (1997). A student's perspective of service quality in education. Total Quality Management, 8, 120-125.
21. Coulthard, L.J.M. (2004). Measuring service quality: A review and critique of research using SERVQUAL. International Journal of Market Research, 46, 479-497.
22. Cronin, J.J. Jr, Brady, M.K., Brand, R.R., Hightower, R. Jr, & Shemwell, D.J. (1997). A cross-sectional test of the effect and conceptualization of service value. Journal of Services Marketing, 11, 375-391.
23. Cronin, J.J. Jr, Brady, K.M., and Hult, G.M.T. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environment. Journal of Retailing, 76, 193-218.
24. Churchill, G.A. Jr, & Iacobucci, D. (2005), Marketing research: methodological foundations (9th ed.). Fort Worth, TX: Harcourt College Publishers.
25. Day, E., & Crask, M.R. (2000). Value assessment: the antecedent of consumer satisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 13, 52-59.
26. Diamantopoulos, A., Riefler, P., & Roth, K.P. (2008). Advancing formative measurement models. Journal of Business Research, 61, 1203-1218.
27. Diamantopoulos, A., & Winklhofer, H.M. (2001). Index construction with formative indicators: an alternative to scale development. Journal of Marketing Research, 38, 269-277.
28. Dodds, W.B., Monroe, K.B., & Grewal, D. (1991). Effects of price, brand and store information on buyers' product evaluations. Journal of Marketing Research, 28, 307-319.
29. Donaldson, B., & Runciman, R. (1995). Service quality in further education; An insight into management perceptions of service quality and those of the actual service provider. Journal of Marketing Management 11, 243-256.
30. Dubois, O.-L., Jolibert, A., & Mühlbacher, H. (2007). Marketing management: a value creation process. Basingstoke, UK: Palgrave Macmillan.
31. Edwards, R.J. (2001). Multidimensional constructs in organizational behaviour research: An integrative framework. Organizational Research Methods, 4, 144-192.
32. Eggert, A., & Ulaga, W. (2002). Customer perceived value: a substitute for satisfaction in business markets? Journal of Business and Industrial Marketing, 17, 107-118.
33. Engelland, B.T., Workman, L., & Singh, M. (2000). Ensuring service quality for campus career services: A modified SERVQUAL scale. Journal of Marketing Education, 22, 236-245.
34. Fisher, D.M., Kiang, M., & Fisher, S.A. (2007). A value-added approach to selecting the best Master of Business Administration (MBA) Program. Journal of Education for Business, 83, 72-76.
35. Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variable and measurement error. Journal of Marketing Research, 18, 39-50.
36. Fournier, S. (1998). Consumers and their brands: developing relationship theory in consumer research. Journal of Consumer Research, 24, 343-373.
37. Gallarza, M.G., & Saura, I.G. (2006). Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students' travel behavior. Tourism Management, 27, 437-452.
38. Gipp, N., Kalafatis, S.P., & Ledden, L. (2008). Perceived value of corporate donations: an empirical investigation. International Journal of Nonprofit and Voluntary Sector Marketing, 13, 327-346.
39. Grewal, D., Monroe, K.B., & Krishan, R. (1998). The effects of price-comparison advertising on buyers' perceptions of acquisition value and transaction value. Journal of Marketing, 62, 46-69.
40. Grönroos, C. (2006). On defining marketing: finding a new roadmap for marketing. Marketing Theory, 6, 395-417.
41. Grönroos, C. (2008). Service logic revisited: who creates value? And who co-creates? European Business Review, 20, 298-314.
42. Gross, M.A., & Hogler, R. (2005), What the shadow knows: exploring the hidden dimensions of the consumer metaphor in management education. Journal of Management Education, 29, 3-16.
43. Hackman, D., Gundergan, S.P., Wang, P., & Daniel, K. (2006). A service perspective on modeling intentions of on-line purchasing. Journal of Services Marketing, 20, 459-470.
44. Hair, J.F. Jr, Anderson, R.E., Tatham, R.L., & Black, W.C. (1998). Multivariate data analysis (5th ed.). Englewood Cliffs, NJ: Prentice-Hall.
45. Hannaford, W., Erffmeyer, R., & Tomkovick, C. (2005). Assessing the value of an undergraduate marketing technology course: what do educators think? Marketing Education Review, 15, 67-76.
46. He, H., & Li Y. (2011), Key service drivers for high-tech service brand equity: the mediating role of overall service quality and perceived value. Journal of Marketing Management, 27, 77-99.
47. 'Higher Education: Students at the Heart of the System'. (2011), Department of Business Innovation and Skills. Retrieved from: http://www.bis.gov.uk/assets/biscore/higher-education/docs/h/11-944-higher-education-students-at-heart-of-system.pdf
48. Heinonen, K. (2007). Conceptualising online banking service value. Journal of Financial Services Marketing, 12, 39-52.
49. Hemsley-Brown, J., & Oplatka, I. (2006). Universities in a competitive global marketplace: A systematic review of the literature on higher education marketing. International Journal of Public Sector Management, 19, 316-338.
50. Holbrook, M.B. (1994). The Nature of Customer Value: an Axiology of Services in the Consumption Experience. In R.T. Rust & R.L. Oliver (Eds.), Service quality: new directions in theory and practice (pp. 21-71). Thousand Oaks, CA: Sage.
51. Holbrook, M.B. (2005). Customer value and autoethnography: subjective personal introspection and the meanings of a photograph collection. Journal of Business Research, 58, 45-61.
52. Huber, F., Herrmann, A., & Morgan, R.E. (2001). Gaining competitive advantage through customer value oriented management. Journal of Consumer Marketing, 18, 41-53.
53. Hume, M., & Mort, G.S. (2010), The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts. Journal of Services Marketing, 24, 180-182.
54. Hsu, S.-H. (2008). Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index. Expert Systems with Applications, 34, 3033-3042.
55. Ivy, J. (2008). A new higher education marketing mix: the 7Ps for MBA marketing. International Journal of Educational Management, 22, 288-299.
56. Jamal, S.A., Otham, N.'A., Maheran, N., & Muhammad, N. (2011). Tourist perceived value in a community-based homestay visit: an investigation into the functional and experiential aspect of value. Journal of Vacation Marketing, 17, 5-15.
57. Jarvis, C.B., MacKenzie, S.B., & Podsakoff, P.M. (2003). A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research, 30, 199-218.
58. Jones, M.A., Reynolds, K.E., & Arnold, M.J. (2006). Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes. Journal of Business Research, 59, 974-981.
59. Keng, C.-J., Huang, T.-L., Zheng, L.-J., and Hsu, M.K. (2007). Modeling service encounters and customer experiential value in retailing: an empirical investigation of shopping mall customers in Taiwan. International Journal of Service Industry Management, 18, 349-367.
60. Khalifa, A.S. (2004). Customer value: A review of recent literature and an integrative configuration. Management Decision, 42, 645-666.
61. Kleijnen, M., de Ruyter, K., & Wetzels, M. (2007). An assessment of value creation in mobile service delivery and the moderating role of time consciousness. Journal of Retailing, 83, 33-46.
62. Lai, A.W. (1995). Consumer values, product benefits and customer value: a consumption behaviour approach. Advances in Consumer Research, 22, 381-387.
63. Lai, F., Griffin, M., & Babin, B.J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62, 980-986.
64. Lai, W.-T., & Chen, C.-F. (2011). Behavioural intentions of public transit passengers - The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18, 318-325.
65. Lam, Y.S, Shankar, V., Erramilli, K.M., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32, 293-311.
66. Lapierre, J. (2000). Customer-perceived value in industrial contexts. Journal of Industrial and Business Marketing, 15, 122-140.
67. Lapierre, J., Filiatrault, P. and Charles, J.-C. (1999). Value strategy rather than quality strategy: A case of business-to-business professional services. Journal of Business Research 45, 235-246.
68. LeBlanc, G., & Nguyen, N. (1999). Listening to the consumer's voice: examining perceived service value among business college students. International Journal of Educational Management, 13, 187-198.
69. Ledden, L., & Kalafatis, S.P. (2010). The impact of time on perceptions of educational value. International Journal of Public Sector Management, 23, 141-157.
70. Ledden, L., Kalafatis, S.P., & Samouel, P. (2007). An empirical examination of the relationship between personal values and perceived value of education. Journal of Business Research, 60, 965-974.
71. Lin, C.-H., Sher, P.J., & Shih, H.-Y. (2005). Past progress and future directions in conceptualizing customer perceived value. International Journal of Service Industry Management, 16, 318-336.
72. Long, M.M., & Schiffman, L.G. (2000). Consumption values and relationships: segmenting the market for frequency programs. Journal of Consumer Marketing, 17, 214-232.
73. MacKenzie, B.S., Podsakoff, M.P., & Jarvis, B.C. (2005). The problem of measurement model misspecification in behavioural and organizational research and some recommended solutions. Journal of Applied Psychology, 90, 710-730.
74. Mai, L.-W. (2005). A comparative study between UK and USA: The student satisfaction in higher education and its influential factors. Journal of Marketing Management 21(7/8), 859-878.
75. Maringe, F. (2006). University and course choice: implications for positioning, recruitment and marketing. International Journal of Educational Management, 20, 466-479.
76. Martínez, J.A., & Martínez, L. (2010). Some insights on conceptualizing and measuring service quality. Journal of Retailing and Consumer Services, 17, 29-42.
77. Mathieson, K., Peacock, E., & Chin, W.W. (2001). Extending the technology acceptance model: the influence of perceived user resources. DATABASE for Advances in Information Systems, 32, 86-112.
78. Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measurement and application in the catalog and internet shopping environment. Journal of Retailing, 77, 39-56.
79. McClung, G.W., & Werner, M.W. (2008). A market/value based approach to satisfy stakeholders of education. Journal of Marketing for Higher Education, 18, 102-123.
80. McDougall, G.H.G., & Levesque, T. (2000). Consumer satisfaction: putting perceived value into the equation. Journal of Services Marketing, 145, 392-410.
81. Molesworth, M., Nixon, E., & Scullion, R. (2009), Having, being and higher education: the marketisation of the university and the transformation of the student into consumer. Teaching in Higher Education, 14, 277-287.
82. Moliner, M.A., Sánchez, J., Rodríguez, R.M., & Callarisa, L. (2007). Perceived relationship quality and post-purchase perceived value: an integrative framework. European Journal of Marketing, 41, 1392-1422.
83. Newman, S., & Jahdi, K. (2009). Marketisation of education marketing: marketing, rhetoric and reality. Journal of Further and Higher Education, 33, 1-11.
84. Ng, I.C.L., & Forbes, J. (2009). Education as service: the understanding of university experience through the service logic. Journal of Marketing for Higher Education, 19, 38-64.
85. Nguyen, N., & LeBlanc, G. (2001). Image and reputation of higher education institutions in students' retention decisions. International Journal of Educational Management, 15, 303-311.
86. Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18, 67-82.
87. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
88. Parasuraman, A. (1997). Reflections of gaining competitive advantage through customer value. Journal of the Academy of Marketing Science, 25, 154-161.
89. Parasuraman, A., & Grewal, D. (2000). Serving customers and consumers effectively in the twenty-first century: a conceptual framework and overview. Journal of the Academy of Marketing Science, 28, 9-16.
90. Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7, 213-233.
91. Patterson, P.G., & Spreng, R.A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical investigation. International Journal of Service Industry Management, 8, 414-434.
92. Peter, J.P., Churchill, G.A., and Brown, T.J. (1993). Caution in the use of difference scores in consumer research. Journal of Consumer Research, 19, 655-662.
93. Petrick, J.F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34, 119-134.
94. Pihlström, M., & Brush, G.J. (2008). Comparing the perceived value of information and entertainment mobile services. Psychology & Marketing, 25, 732-755.
95. Ponsonby, S., & Boyle, E. (2004). The 'value of marketing' and 'the marketing of value' in contemporary times - a literature review and research agenda. Journal of Marketing Management, 20, 343-361.
96. Pura, M. (2005). Linking perceived value and loyalty in location-based mobile services. Managing Service Quality, 15, 509-538.
97. Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30, 19-30.
98. Roig, J.C.F., Sánchez-Garcia, J.G., Moliner-Tena, M.A.T., & Monzonis, J.L. (2006). Customer perceived value in banking services. International Journal of Bank Marketing, 24, 266-283.
99. Rossiter, J.R. (2002). The C-OAR-SE procedure for scale development in marketing. International Journal of Research in Marketing, 19, 305-335.
100. Ruiz, D.M., Gremler, D.D., Washburn, J.H., & Carrión, G.C. (2008). Service value revisited: Specifying a higher-order, formative measure. Journal of Business Research, 61, 1278-1291.
101. Sánchez, J., Callarisa, J., Rodriquez, R.M., & Moliner, M.A. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27, 349-409.
102. Sánchez-Fernández, R., & Iniesta-Bonillo, M.Á. (2007). The concept of perceived value: a systematic review of the research. Marketing Theory, 7, 427-451.
103. Sánchez-Fernández, R., & Iniesta-Bonillo, M.Á. (2009). Efficiency and quality as economic dimensions of perceived value: conceptualisation, measurement, and effect of satisfaction. Journal of Retailing and Consumer Services, 16, 425-433.
104. Sánchez-Fernández, R., & Iniesta-Bonillo, M.Á., & Holbrook, M.B. (2009). The conceptualisation and measurement of consumer value in services. International Journal of Market Research, 51, 1-10.
105. Sheth, J.N., Newman, B.E., & Gross, B.L. (1991). Why we buy what we buy: a theory of consumption values. Journal of Business Research, 22, 159-170.
106. Shukla, P. (2010). Effects of perceived sacrifice, quality, value, and satisfaction on behavioural intentions in the service environment. Services Marketing Quarterly, 31, 464-484.
107. Smart, D.T., Kelley, C.A., & Conant, J.S. (1999). Marketing education in the year 2000: changes observed and challenges anticipated. Journal of Marketing Education, 21, 202-216.
108. Spiteri, J.M., & Dion, P.A. (2004). Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries. Industrial Marketing Management 33, 675-687.
109. Stafford, T.F. (1994). Consumption values and the choice of marketing electives: treating students like customers. Journal of Marketing Education, 16, 26-33.
110. Styles, C. (2004). Introduction to marketing: A value exchange approach (book review). Australasian Marketing Journal, 12, 73-75.
111. Sweeney, J.C., & Soutar, G.N. (2001). Consumer perceived value: the development of a multiple item scale. Journal of Retailing, 77, 203-220.
112. Sweeney, J.C., Soutar, G.N., & Johnson, L.W. (1999). The role of perceived risk in the quality-value relationship: a study in a retail environment. Journal of Retailing, 75, 77-105.
113. Teas, R.K., & Agarwal, S. (2000). The effects of extrinsic product cues on consumers' perceptions of quality, sacrifice, and value. Journal of the Academy of Marketing Science, 28, 278-290.
114. Unni, R.M. (2005). Value perceptions and retention of textbooks among marketing and other business majors. Marketing Education Review, 15, 71-79.
115. Vargo, S.L., & Lusch, R.F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1-17.
116. Vargo, S.L., Maglio, P.P., & Akaka, M.A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26, 145-152.
117. Wang, Y., Lo, P.H., Chi, R., & Yang, Y. (2004). An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China. Managing Service Quality, 14(2/3), 169-182.
118. Wetzels, M., Oderkerken-Schröder, G., & van Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: guidelines and empirical illustration. MIS Quarterly, 33, 177-195.
119. Whittaker, G., Ledden, L., & Kalafatis, P. S (2007). A re-examination of the relationship between value, satisfaction and intention in business services. Journal of Services Marketing, 21, 345-357.
120. Woodall, T. (2003). Conceptualising 'Value for the customer': An attributional, structural and dispositional analysis. Academy of Marketing Science Review, 2003, 1-31.
121. Woodruff, R.B. (1997). Consumer value: the next source for competitive advantage. Journal of the Academy of Marketing Science, 25, 139-153.
122. Yu, U-J., Niehm, L.S., & Russell, D.W. (2011). Exploring perceived channel price, quality, and value as antecedents of channel choice and usage in multichannel shopping. Journal of Marketing Channels, 18, 79-102.
123. Yang, Z., & Peterson, R.T. (2004), 'Customer perceived value, satisfaction, and loyalty: the role of switching costs. Psychology & Marketing, 21, 799-822.
124. Zeithaml, V.A. (1988). Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing, 52, 2-22.