Modeling and Managing Student Loyalty: An Approach Based on the Concept of Relationship Quality

Journal of Service Research

Volumn 3, Issue 4, 2001, Pages 331-344

  Hennig Thurau, Thorsten ^a   Langer, Markus F ^a   Hansen, Ursula ^a  

^a LEIBNIZ UNIVERSITY HANNOVER   (Germany)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84990317739     PISSN: 10946705     EISSN: None     Source Type: Journal    
DOI: 10.1177/109467050134006     Document Type: Article

References (52)

1. Bagozzi, Richard P. (1980), Causal Models in Marketing. New York: Wiley.
2. Bagozzi, Richard P. (1995), “Reflection on Relationship Marketing in Consumer Markets,” Journal of the Academy of Marketing Science, 23 (4), 272-277.
3. Bean, John P. and Barbara S. Metzner (1985), “A Conceptual Model of Nontraditional Undergraduate Student Attrition,” Review of Educational Research, 55 (Winter), 485-540.
4. Bejou, David and Adrian Palmer (1998), “Service Failure and Loyalty: An Exploratory Empirical Study of Airline Customers,” Journal of Services Marketing, 12 (1), 7-24.
5. Berry, Leonard L. (1995), “Relationship Marketing of Services: Growing Interest, Emerging Perspectives,” Journal of the Academy of Marketing Science, 23 (4), 236-245.
6. Boulding, William, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml (1993), “A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions,” Journal of Marketing Research,30 (February), 7-27.
7. Brower, Aaron M. (1992), “The ‘Second-Half’ of Student Integration: The Effects of Life Task Predominance on Student Persistence,” Journal of Higher Education, 63 (4), 441-462.
8. Churchill, Gilbert A., Jr. (1979), “A Paradigm for Developing Better Measures of Marketing Constructs,” Journal of Marketing Research, 16 (February), 64-73.
9. Crosby, Lawrence A., Kenneth R. Evans, and Deborah Cowles (1990), “Relationship Quality in Services Selling: An Interpersonal Influence Perspective,” Journal of Marketing, 54 (July), 68-81.
10. Dick, Alan S. and Kunal Basu (1994), “Customer Loyalty: Toward an Integrated Conceptual Framework,” Journal of the Academy of Marketing Science, 22 (2), 99-113.
11. Dolinsky, Arthur L. (1994), “A Consumer Complaint Framework with Resulting Strategies: An Application to Higher Education,” Journal of Services Marketing, 8 (3), 27-39.
12. Donabedian, Avedis (1980), The Definition of Quality and Approaches to Its Assessment and Monitoring. Ann Arbor, MI: Health Administration Press.
13. Dorsch, Michael J., Scott R. Swanson, and Scott W. Kelley (1998), “The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers,” Journal of the Academy of Marketing Science, 26 (2), 128-142.
14. Dwyer, F. Robert and Sejo Oh (1987), “Output Sector Munificence Effects on the Internal Political Economy of Marketing Channels,” Journal of Marketing Research, 24 (November), 347-358.
15. Fornell, Claes and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 18 (February), 39-50.
16. Geyskens, Inge, Jan-Benedict E.M. Steenkamp, Lisa K. Scheer, and Nirmalya Kumar (1996), “The Effects of Trust and Interdependence on Relationship Commitment: A Trans-Atlantic Study,” International Journal of Research in Marketing, 13 (4), 303-317.
17. Grubb, W. Norton (1989), “Dropouts, Spells of Time and Credits in Postsecondary Education: Evidence from Longitudinal Surveys,” Economics of Education Review, 8 (1), 49-67.
18. Hansen, Ursula, Thorsten Hennig-Thurau, and Holger Wochnowski (1997), “TEACH-Q: Ein valides und handhabbares Instrument zur Bewertung von Vorlesungsleistungen” [TEACH-Q: A Valid and Easy-to-Use Instrument for Evaluating Teaching Services], Die Betriebswirtschaft, 57 (3), 376-396.
19. Hennig-Thurau, Thorsten (2000), “Relationship Quality and Customer Retention through Strategic Communication of Customer Skills,” Journal of Marketing Management, 16 (1-3), 55-79.
20. Hennig-Thurau, Thorsten and Alexander Klee (1997), “The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development,” Psychology & Marketing,14 (8), 737-765.
21. Hennig-Thurau, Thorsten Alexander Klee, and Markus F. Langer (1999), “Das Relationship Quality-Modell zur Erklärung von Kundenbindung: Einordnung und empirische Überprüfung” [Explaining Customer Retention Using the Relationship Quality Model: An Empirical Investigation], Zeitschrift für Betriebswirtschaft, 69 (2), 111-132.
22. Holdford, David and Sandra White (1997), “Testing Commitment-Trust Theory in Relationships Between Pharmacy Schools and Students,” American Journal of Pharmaceutical Education, 61 (Fall), 249-256.
23. Homburg, Christian and Hans Baumgartner (1995), “Beurteilung von Kausalmodellen. Bestandaufnahme und Anwendungsempfehlungen” [The Evaluation of Causal Models], Marketing ZFP, 17 (3), 162-176.
24. Hoyle, Rick H. (1995), Structural Equation Modeling: Concepts, Issues, and Applications. Thousand Oaks, CA: Sage.
25. Hu, Li-tze and Peter M. Bentler (1995), “Evaluating Model Fit,” in Structural Equation Modeling: Concepts, Issues, and Applications, Rick H. Hoyle, ed. Thousand Oaks, CA: Sage, 76-99.
26. Jacoby, Jacob and Robert W. Chestnut (1978), Brand Loyalty: Measurement and Management. New York: Wiley.
27. Joseph, Mathew and Beatriz Joseph (1997), “Employers’ Perceptions of Service Quality in Higher Education,” Journal of Marketing for Higher Education, 8 (2), 1-13.
28. Keaveney, Susan M. and Clifford E. Young (1997), “The Student Satisfaction and Retention Model (SSRM),” working paper, Graduate School of Business Administration, University of Colorado, Denver.
29. Kittle, Bart and Diane Ciba (1998), “Relationship Marketing in Higher Education via the World Wide Web: A Follow-Up Study of Home Pages Examining Student Recruitment Strategies,” paper presented at the 9th Symposium for the Marketing of Higher Education, San Antonio, Texas.
30. Kotler, Philip and Karen F.A. Fox (1995), Strategic Marketing for Educational Institutions, 2d ed. Englewood Cliffs, NJ: Prentice Hall.
31. Kumar, Nirmalya, Lisa K. Scheer, and Jan-Benedict E.M. Steenkamp (1995), “The Effects of Supplier Fairness on Vulnerable Resellers,” Journal of Marketing Research, 32 (February), 54-65.
32. Licata, Jane and Gary L. Frankwick (1996), “University Marketing: A Professional Service Organization Perspective,” Journal of Marketing for Higher Education, 7 (2), 1-16.
33. McCollough, Michael A. and Dwayne D. Gremler (1999), “Guaranteeing Student Satisfaction: An Exercise in Treating Students as Customers,” Journal of Marketing Education, 21 (2), 118-132.
34. Morgan, Robert F. and Sanjay Chadha (1993), “Relationship Marketing at the Service Encounter: The Case of Life Insurances,” Service Industries Journal, 13 (January), 112-125.
35. Morgan, Robert F. and Shelby D. Hunt (1994), “The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing, 58 (July), 20-38.
36. Payne, Adrian and Penny Frow (1997), “Relationship Marketing: Key Issues for the Utilities Sector,” Journal of Marketing Management,13 (5), 463-477.
37. Rapp, Reinhold (2000), “Customer Relationship Marketing in the Airline Industry,” in Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention, Thorsten Hennig-Thurau and Ursula Hansen, eds. Berlin: Springer, 317-331.
38. Reichheld, Frederick F. (1996), The Loyalty Effect. Boston: Harvard Business School Press.
39. Reichheld, Frederick F. and David W. Kenny (1990), “The Hidden Advantages of Customer Retention,” Journal of Retail Banking, 12 (Winter), 19-22.
40. Reichheld, Frederick F. and W. Earl Sasser (1990), “Zero Defections: Quality Comes to Services,” Harvard Business Review, 68 (September-October), 105-111.
41. Rodie, Amy Risch and Susan Schultz Kleine (2000), “Customer Participation in Services Production and Delivery,” in Handbook of Service Marketing and Management, Teresa A. Swartz and Dawn Iacobucci, eds. Thousand Oaks, CA: Sage, 111-125.
42. Rust, Roland T., Anthony J. Zahorik, and Timothy L. Keiningham (1996), Service Marketing. New York: HarperCollins.
43. Seidman, Alan (1996), “Retention Revisited: R=E,Id+E&In,Iv,” College and University, 71 (4), 18-20.
44. Smith, J. Brock (1998), “Buyer-Seller Relationships: Similarity, Relationship Management, and Quality,” Psychology & Marketing,15 (1), 3-21.
45. Spady, William G. (1970), “Dropouts from Higher Education: An Interdisciplinary Review and Synthesis,” Interchange, 1 (1), 64-85.
46. Stauss, Bernd and Patricia Neuhaus (1997), “The Qualitative Satisfaction Model,” International Journal of Service Industry Management,8 (3/4), 236-249.
47. Taylor, Steven A. (1996), “Consumer Satisfaction with Marketing Education: Extending Services Theory to Academic Practice,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 9, 207-220.
48. Tierney, William G. (1992), “An Anthropological Analysis of Student Participation in College,” Journal of Higher Education, 63 (6), 603-618.
49. Tinto, Vincent (1975), “Dropout from Higher Education: A Theoretical Synthesis of Recent Research,” Review of Educational Research,45 (Winter), 89-125.
50. Tinto, Vincent (1993), Leaving College: Rethinking the Causes and Cures of Student Attrition, 2d ed. Chicago: University of Chicago Press.
51. Weick, Karl (1976), “Educational Organizations as Loosely Coupled Systems,” Administrative Science Quarterly, 21 (March), 1-19.
52. Zammuto, Raymond F., Susan M. Keaveney, and Edward J. O’Connor (1996), “Rethinking Student Services: Assessing and Improving Service Quality,” Journal of Marketing for Higher Education, 7 (1), 45-70.