-
1
-
-
84990374507
-
From disgust to delight: Do customers hold a grudge?
-
Andreassen, T., 2001. From disgust to delight: do customers hold a grudge?. Journal of Service Research, 4(1): 39–49.
-
(2001)
Journal of Service Research
, vol.4
, Issue.1
, pp. 39-49
-
-
Andreassen, T.1
-
2
-
-
75749097455
-
Service failure and loyalty: An exploratory study of airline customers
-
Bejou, D., and Palmer, A., 1998. Service failure and loyalty: an exploratory study of airline customers. Journal of Services Marketing, 12(1): 7–22.
-
(1998)
Journal of Services Marketing
, vol.12
, Issue.1
, pp. 7-22
-
-
Bejou, D.1
Palmer, A.2
-
3
-
-
18844437732
-
Determinants of undergraduate student drop-out rates in a university business studies department
-
Bennett, R., 2003. Determinants of undergraduate student drop-out rates in a university business studies department. Journal of Further and Higher Education, 27(2): 123–141.
-
(2003)
Journal of Further and Higher Education
, vol.27
, Issue.2
, pp. 123-141
-
-
Bennett, R.1
-
4
-
-
38349126382
-
Students' motives for enrolling on business degrees in a post-1992 university
-
Bennett, R., 2004. Students' motives for enrolling on business degrees in a post-1992 university. International Journal of Educational Management, 18(1): 25–36.
-
(2004)
International Journal of Educational Management
, vol.18
, Issue.1
, pp. 25-36
-
-
Bennett, R.1
-
5
-
-
33746860953
-
Factors associated with student plagiarism in a post-1992 university
-
Bennett, R., 2005. Factors associated with student plagiarism in a post-1992 university. Assessment and Evaluation in Higher Education, 30(2): 137–162.
-
(2005)
Assessment and Evaluation in Higher Education
, vol.30
, Issue.2
, pp. 137-162
-
-
Bennett, R.1
-
6
-
-
0002262483
-
Factors related to persistence among Asian, black, Hispanic, and white undergraduates at a predominantly white university: Comparison between first and fourth year cohorts
-
Bennett, C., and Okinaka, A., 1990. Factors related to persistence among Asian, black, Hispanic, and white undergraduates at a predominantly white university: comparison between first and fourth year cohorts. Urban Review, 22(1): 33–60.
-
(1990)
Urban Review
, vol.22
, Issue.1
, pp. 33-60
-
-
Bennett, C.1
Okinaka, A.2
-
7
-
-
0002060873
-
Five imperatives for improving service quality
-
Berry, L., Zeithaml, V., and Parasuraman, A., 1990. Five imperatives for improving service quality. Sloan Management Review, 31(2): 29–38.
-
(1990)
Sloan Management Review
, vol.31
, Issue.2
, pp. 29-38
-
-
Berry, L.1
Zeithaml, V.2
Parasuraman, A.3
-
8
-
-
79960245668
-
Becoming a student
-
Lewis I., (ed), London: Croom Helm,. Edited by
-
Billington, V., 1984. “ Becoming a student ”. In The student experience of higher education, Edited by: Lewis, I. 97–111. London: Croom Helm.
-
(1984)
The student experience of higher education
, pp. 97-111
-
-
Billington, V.1
-
9
-
-
0001965293
-
The service encounter: Diagnosing favourable and unfavourable incidents
-
Bitner, M., Brooms, B., and Tetreault, M., 1990. The service encounter: diagnosing favourable and unfavourable incidents. Journal of Marketing, 54(1): 71–84.
-
(1990)
Journal of Marketing
, vol.54
, Issue.1
, pp. 71-84
-
-
Bitner, M.1
Brooms, B.2
Tetreault, M.3
-
12
-
-
84973203765
-
Psychometric properties of the alternative form of the education participation scale
-
Boshier, R., 1991. Psychometric properties of the alternative form of the education participation scale. Adult Educational Quarterly, 41(2): 150–167.
-
(1991)
Adult Educational Quarterly
, vol.41
, Issue.2
, pp. 150-167
-
-
Boshier, R.1
-
13
-
-
38349141042
-
Course management and students' expectations: Theory-based considerations
-
Buckley, M., Novicevic, M., Halbesleben, J., and Harvey, M., 2004. Course management and students' expectations: theory-based considerations. International Journal of Educational Management, 18(2): 138–144.
-
(2004)
International Journal of Educational Management
, vol.18
, Issue.2
, pp. 138-144
-
-
Buckley, M.1
Novicevic, M.2
Halbesleben, J.3
Harvey, M.4
-
14
-
-
84937334319
-
Bridging the gap for students at risk of school failure: A social work-initiated middle to high school transition program
-
Chapman, M., and Sawyer, J., 2001. Bridging the gap for students at risk of school failure: a social work-initiated middle to high school transition program. Children and Schools, 23(4): 235–240.
-
(2001)
Children and Schools
, vol.23
, Issue.4
, pp. 235-240
-
-
Chapman, M.1
Sawyer, J.2
-
16
-
-
84900823358
-
-
Nottingham: University of Nottingham Department of Adult Education
-
Daines, J., 1992. Adults learning, Nottingham: University of Nottingham Department of Adult Education.
-
(1992)
Adults learning
-
-
Daines, J.1
-
17
-
-
0001073758
-
Building theory from case study research
-
Eisenhardt, K., 1989. Building theory from case study research. Academy of Management Review, 14(4): 532–550.
-
(1989)
Academy of Management Review
, vol.14
, Issue.4
, pp. 532-550
-
-
Eisenhardt, K.1
-
18
-
-
18944408337
-
Cautions and precautions on the use of ‘borrowed’ scales in marketing research
-
Sutor T., (ed), New Orleans: Society for Marketing Advances, Proceedings of the Annual Meeting of the Society for Marketing Advances, and,. Edited by
-
Engelland, B., Alford, B., and Taylor, R., 2001. “ Cautions and precautions on the use of ‘borrowed’ scales in marketing research ”. In Marketing advances in pedagogy, process and philosophy, Edited by: Sutor, T. 152–156. New Orleans: Society for Marketing Advances. Proceedings of the Annual Meeting of the Society for Marketing Advances
-
(2001)
Marketing advances in pedagogy, process and philosophy
, pp. 152-156
-
-
Engelland, B.1
Alford, B.2
Taylor, R.3
-
19
-
-
0034338325
-
Patterns of response to an approach to studying inventory across contrasting groups and contexts
-
Entwistle, N., Tait, H., and McCune, V., 2000. Patterns of response to an approach to studying inventory across contrasting groups and contexts. European Journal of Psychology of Education, 15(1): 33–48.
-
(2000)
European Journal of Psychology of Education
, vol.15
, Issue.1
, pp. 33-48
-
-
Entwistle, N.1
Tait, H.2
McCune, V.3
-
20
-
-
0347572330
-
The potential for autonomy in learning: Perceptions of competence, motivation and locus of control in first-year undergraduate students
-
Fazey, D., and Fazey, J., 2002. The potential for autonomy in learning: perceptions of competence, motivation and locus of control in first-year undergraduate students. Studies in Higher Education, 26(3): 345–361.
-
(2002)
Studies in Higher Education
, vol.26
, Issue.3
, pp. 345-361
-
-
Fazey, D.1
Fazey, J.2
-
22
-
-
84986145975
-
Attributions of service switching: A study of consumers' and providers' perceptions of child-care service delivery
-
Grace, D., and O'Cass, A., 2001. Attributions of service switching: a study of consumers' and providers' perceptions of child-care service delivery. Journal of Services Marketing, 15(4): 300–321.
-
(2001)
Journal of Services Marketing
, vol.15
, Issue.4
, pp. 300-321
-
-
Grace, D.1
O'Cass, A.2
-
23
-
-
84891389769
-
50% target a shadow of original idea
-
February 18
-
Hill, P., 2005, February 18. 50% target a shadow of original idea. Times Higher Education Supplement,: 6
-
(2005)
Times Higher Education Supplement
, pp. 6
-
-
Hill, P.1
-
24
-
-
84986097764
-
A CIT investigation of servicescape failures and associated recovery strategies
-
Hoffman, K., Kelley, S., and Chung, B., 2003. A CIT investigation of servicescape failures and associated recovery strategies. Journal of Services Marketing, 17(4): 322–340.
-
(2003)
Journal of Services Marketing
, vol.17
, Issue.4
, pp. 322-340
-
-
Hoffman, K.1
Kelley, S.2
Chung, B.3
-
25
-
-
0004092516
-
-
Madison, WI: University of Wisconsin Press
-
Houle, C., 1961. The inquiring mind, Madison, WI: University of Wisconsin Press.
-
(1961)
The inquiring mind
-
-
Houle, C.1
-
26
-
-
0141605734
-
-
London: House of Commons Select Committee on Education and Employment, Policy Unit Briefing Paper 15
-
House of Commons. 2001. Higher education: student retention, London: House of Commons Select Committee on Education and Employment. Policy Unit Briefing Paper 15
-
(2001)
Higher education: Student retention
-
-
-
27
-
-
21344457413
-
Studaxology: The expertise students need to be effective in higher education
-
Janssen, P., 1996. Studaxology: the expertise students need to be effective in higher education. Higher Education, 31(2): 117–141.
-
(1996)
Higher Education
, vol.31
, Issue.2
, pp. 117-141
-
-
Janssen, P.1
-
28
-
-
85107910598
-
Customer switching behaviour in service industries: An exploratory study
-
Keaveney, S., 1995. Customer switching behaviour in service industries: an exploratory study. Journal of Marketing, 59(2): 71–82.
-
(1995)
Journal of Marketing
, vol.59
, Issue.2
, pp. 71-82
-
-
Keaveney, S.1
-
29
-
-
84986038195
-
Enrolments in higher education: Do economic incentives matter?
-
Lauer, C., 2002. Enrolments in higher education: do economic incentives matter?. Education and Training, 44(4/5): 179–186.
-
(2002)
Education and Training
, vol.44
, Issue.4-5
, pp. 179-186
-
-
Lauer, C.1
-
30
-
-
23044525812
-
The impact of major on college persistence among freshmen
-
Leppel, K., 2001. The impact of major on college persistence among freshmen. Higher Education, 41(3): 327–342.
-
(2001)
Higher Education
, vol.41
, Issue.3
, pp. 327-342
-
-
Leppel, K.1
-
31
-
-
84986083409
-
Service failures and recovery in retail banking: The customers' perspective
-
Lewis, B., and Spyrakopoulos, S., 2001. Service failures and recovery in retail banking: the customers' perspective. International Journal of Bank Marketing, 19(1): 37–47.
-
(2001)
International Journal of Bank Marketing
, vol.19
, Issue.1
, pp. 37-47
-
-
Lewis, B.1
Spyrakopoulos, S.2
-
32
-
-
0003400194
-
-
Mahwah, NJ: Lawrence Erlbaum
-
Loeber, R., Farrington, D., Southamer-Loeber, M., and Van Kammer, W., 1998. Antisocial behaviour and mental health problems: explanatory factors in childhood and adolescence, Mahwah, NJ: Lawrence Erlbaum.
-
(1998)
Antisocial behaviour and mental health problems: Explanatory factors in childhood and adolescence
-
-
Loeber, R.1
Farrington, D.2
Southamer-Loeber, M.3
Van Kammer, W.4
-
33
-
-
29144481234
-
Mind the gap: Are students prepared for higher education?
-
Lowe, H., and Cook, A., 2003. Mind the gap: are students prepared for higher education?. Journal of Further and Higher Education, 27(1): 53–76.
-
(2003)
Journal of Further and Higher Education
, vol.27
, Issue.1
, pp. 53-76
-
-
Lowe, H.1
Cook, A.2
-
34
-
-
3142784485
-
Students at risk: Students' general study orientations and abandoning/prolonging the course of studies
-
Mackinen, J., Olkinuora, E., and Lonka, K., 2004. Students at risk: students' general study orientations and abandoning/prolonging the course of studies. Higher Education, 48(2): 173–188.
-
(2004)
Higher Education
, vol.48
, Issue.2
, pp. 173-188
-
-
Mackinen, J.1
Olkinuora, E.2
Lonka, K.3
-
37
-
-
0001657623
-
The prediction of freshmen attrition: An examination of the importance of certain demographic, academic, financial and social factors
-
McGrath, M., and Braunstein, A., 1997. The prediction of freshmen attrition: an examination of the importance of certain demographic, academic, financial and social factors. College Student Journal, 31(2): 396–408.
-
(1997)
College Student Journal
, vol.31
, Issue.2
, pp. 396-408
-
-
McGrath, M.1
Braunstein, A.2
-
39
-
-
0042812740
-
The measure of organisational commitment
-
Meyer, J., Allen, N., and Smith, C., 1993. The measure of organisational commitment. Journal of Vocational Behaviour, 14(2): 224–247.
-
(1993)
Journal of Vocational Behaviour
, vol.14
, Issue.2
, pp. 224-247
-
-
Meyer, J.1
Allen, N.2
Smith, C.3
-
40
-
-
33644520256
-
Consequences of perceived acceptability of a bank's service failures
-
Michel, S., 2004. Consequences of perceived acceptability of a bank's service failures. Journal of Financial Services Marketing, 8(4): 367–377.
-
(2004)
Journal of Financial Services Marketing
, vol.8
, Issue.4
, pp. 367-377
-
-
Michel, S.1
-
41
-
-
12844268518
-
An evaluation of factors influencing the self-concept, self-esteem and academic stress for direct and re-entry students in higher education
-
Michie, F., Glachan, M., and Bray, D., 2001. An evaluation of factors influencing the self-concept, self-esteem and academic stress for direct and re-entry students in higher education. Educational Psychology, 21(4): 455–472.
-
(2001)
Educational Psychology
, vol.21
, Issue.4
, pp. 455-472
-
-
Michie, F.1
Glachan, M.2
Bray, D.3
-
42
-
-
84937385427
-
Neighbourhood effects on sense of school coherence and educational behaviour in students at risk of school failure
-
Nash, J., 2002. Neighbourhood effects on sense of school coherence and educational behaviour in students at risk of school failure. Children and Schools, 24(2): 73–89.
-
(2002)
Children and Schools
, vol.24
, Issue.2
, pp. 73-89
-
-
Nash, J.1
-
43
-
-
11044230460
-
Changes in college student composition and implications for marketing education: Revisiting predictors of academic success
-
Nonis, S., Hudson, G., Philhours, M., and Teng, J., 2005. Changes in college student composition and implications for marketing education: revisiting predictors of academic success. Journal of Business Research, 58(3): 321–329.
-
(2005)
Journal of Business Research
, vol.58
, Issue.3
, pp. 321-329
-
-
Nonis, S.1
Hudson, G.2
Philhours, M.3
Teng, J.4
-
45
-
-
0031227465
-
Customer delight: Foundations, findings and managerial insight
-
Oliver, R., Rust, R., and Varki, S., 1997. Customer delight: foundations, findings and managerial insight. Journal of Retailing, 73(3): 311–336.
-
(1997)
Journal of Retailing
, vol.73
, Issue.3
, pp. 311-336
-
-
Oliver, R.1
Rust, R.2
Varki, S.3
-
46
-
-
85068283858
-
Pedagogic challenges revisited: Reviewing the evidence
-
Brighton: Learning and Teaching Support Network, Proceedings of the LTSN BEST Annual Conference 2003, and,. In
-
Ottewill, R., and Macfarlane, B., 2003. “ Pedagogic challenges revisited: reviewing the evidence ”. In Creativity and innovation in academic practice, Brighton: Learning and Teaching Support Network. Proceedings of the LTSN BEST Annual Conference 2003
-
(2003)
Creativity and innovation in academic practice
-
-
Ottewill, R.1
Macfarlane, B.2
-
47
-
-
84898214838
-
Orientation programmes
-
Upcraft M., Gardner D., (eds), San Francisco, CA: Jossey-Bass, and,. Edited by
-
Perigo, D., and Upcraft, M., 1989. “ Orientation programmes ”. In The freshman year experience: helping students to survive and succeed in college, Edited by: Upcraft, M, and Gardner, D. San Francisco, CA: Jossey-Bass.
-
(1989)
The freshman year experience: Helping students to survive and succeed in college
-
-
Perigo, D.1
Upcraft, M.2
-
48
-
-
0000261513
-
Measurement of academic self-concept in college students
-
Reynolds, W., 1988. Measurement of academic self-concept in college students. Journal of Personality Assessment, 52(2): 223–240.
-
(1988)
Journal of Personality Assessment
, vol.52
, Issue.2
, pp. 223-240
-
-
Reynolds, W.1
-
49
-
-
0013180090
-
The relationships between college experience and academic performance among minority students
-
Saenz, R., Marcouldes, G., Junn, E., and Young, R., 1999. The relationships between college experience and academic performance among minority students. International Journal of Educational Management, 13(4): 199–207.
-
(1999)
International Journal of Educational Management
, vol.13
, Issue.4
, pp. 199-207
-
-
Saenz, R.1
Marcouldes, G.2
Junn, E.3
Young, R.4
-
50
-
-
0001785608
-
Understanding customer delight and outrage
-
Schneider, B., and Bowen, D., 1999. Understanding customer delight and outrage. Sloan Management Review, Fall: 35–45.
-
(1999)
Sloan Management Review
, vol.Fall
, pp. 35-45
-
-
Schneider, B.1
Bowen, D.2
-
51
-
-
85068297895
-
Business studies tops subject choice
-
April 8
-
Sharma, S., 2005, April 8. Business studies tops subject choice. Times Higher Education Supplement,: 8
-
(2005)
Times Higher Education Supplement
, pp. 8
-
-
Sharma, S.1
-
53
-
-
1842563980
-
Motivation and attribution at secondary school: The role of ethnic group and gender
-
Siann, G., 1996. Motivation and attribution at secondary school: the role of ethnic group and gender. Gender and Education, 8(3): 261–274.
-
(1996)
Gender and Education
, vol.8
, Issue.3
, pp. 261-274
-
-
Siann, G.1
-
58
-
-
84909620730
-
Nice legs: Shame about the teaching
-
February 1
-
Todd, Z., 2002, February 1. Nice legs: shame about the teaching. Times Higher Education Supplement,: 21
-
(2002)
Times Higher Education Supplement
, pp. 21
-
-
Todd, Z.1
-
59
-
-
0031990067
-
Service consumption critical in failure recovery
-
Webster, C., and Sundaram, D., 1998. Service consumption critical in failure recovery. Journal of Business Research, 41(2): 153–159.
-
(1998)
Journal of Business Research
, vol.41
, Issue.2
, pp. 153-159
-
-
Webster, C.1
Sundaram, D.2
-
60
-
-
84992998988
-
The impact of service failure severity on service recovery evaluations and post-recovery relationships
-
Weun, S., Beatty, S., and Jones, M., 2004. The impact of service failure severity on service recovery evaluations and post-recovery relationships. Journal of Services Marketing, 18(2): 133–146.
-
(2004)
Journal of Services Marketing
, vol.18
, Issue.2
, pp. 133-146
-
-
Weun, S.1
Beatty, S.2
Jones, M.3
-
61
-
-
2442504727
-
The impact of customer participation and service expectation on Locus attributions following service failure
-
Yen, H., Gwinner, K., and Su, W., 2004. The impact of customer participation and service expectation on Locus attributions following service failure. International Journal of Service Industry Management, 15(1): 7–26.
-
(2004)
International Journal of Service Industry Management
, vol.15
, Issue.1
, pp. 7-26
-
-
Yen, H.1
Gwinner, K.2
Su, W.3
-
63
-
-
0003038030
-
Personality development from the bottom up
-
Cervone D., Shoda Y., (eds), New York: Guilford Press, and,. Edited by
-
Zelli, A., and Dodge, K., 1999. “ Personality development from the bottom up ”. In The coherence of personality: social-cognitive bases of consistency, variability and organisation, Edited by: Cervone, D, and Shoda, Y. 94–116. New York: Guilford Press.
-
(1999)
The coherence of personality: Social-cognitive bases of consistency, variability and organisation
, pp. 94-116
-
-
Zelli, A.1
Dodge, K.2
|