Drivers of satisfaction and dissatisfaction for overseas service customers: A critical incident technique approach

被引:11
作者
Bianchi, Constanza [1 ]
Drennan, Judy [1 ]
机构
[1] Queensland Univ Technol, QUT Business Sch, Sch Advertising, Mkt & Publ Relat, 2 George St,GPO Box 2434, Brisbane, Qld 4001, Australia
来源
AUSTRALASIAN MARKETING JOURNAL | 2012年 / 20卷 / 01期
关键词
International services; Inward internationalisation; Higher education; Overseas consumers; International students;
D O I
10.1016/j.ausmj.2011.08.004
中图分类号
F [经济];
学科分类号
02 ;
摘要
This is one of the few studies in the academic literature that directly addresses inward exporting of customer services, which is a topic that has gained less attention from an international services marketing point of view. The objective of this study is to explore the drivers of satisfaction and dissatisfaction for overseas service customers of higher education in Australia. Critical incident technique (CIT) method was used to collect and analyse the data and a total of 107 critical incidents were collected. Findings from this study show that service satisfaction and dissatisfaction for international students derive from: elements of the core service (educational service performance), personal sources (international student performance), and the external environment (socialization and host environment performance). Additionally, results show that the drivers of satisfaction and dissatisfaction for international students are not necessarily the same. Limitations relating to the specific sector of higher education and the cross sectional natures of the data are addressed. (C) 2011 Australian and New Zealand Marketing Academy. Published by Elsevier Ltd. All rights reserved.
引用
收藏
页码:97 / 107
页数:11
相关论文
共 84 条
[1]   The role of affect in consumer satisfaction judgments of credence-based services [J].
Alford, BL ;
Sherrell, DL .
JOURNAL OF BUSINESS RESEARCH, 1996, 37 (01) :71-84
[2]  
ALVES H, 2009, THE SERVICE INDUSTRI, V29, P203, DOI DOI 10.1080/02642060802294995
[3]   CUSTOMER SATISFACTION, MARKET SHARE, AND PROFITABILITY - FINDINGS FROM SWEDEN [J].
ANDERSON, EW ;
FORNELL, C ;
LEHMANN, DR .
JOURNAL OF MARKETING, 1994, 58 (03) :53-66
[4]   Drivers of service satisfaction - Linking customer satisfaction to the service concept customer characteristics [J].
Anderson, Shannon ;
Pearo, Lisa Klein ;
Widener, Sally K. .
JOURNAL OF SERVICE RESEARCH, 2008, 10 (04) :365-381
[5]  
Arambewela R., 2006, J SERV RES-US, V6, P141
[6]  
Ariely D, 2000, J BEHAV DECIS MAKING, V13, P191, DOI 10.1002/(SICI)1099-0771(200004/06)13:2<191::AID-BDM330>3.0.CO
[7]  
2-A
[8]   Rethinking the paradigm of service internationalisation: Less resource-intensive market entry modes for information-intensive soft services [J].
Ball, David A. ;
Lindsay, Valerie J. ;
Rose, Elizabeth L. .
MANAGEMENT INTERNATIONAL REVIEW, 2008, 48 (04) :413-431
[9]   Psychological implications of customer participation in co-production [J].
Bendapudi, N ;
Leone, RP .
JOURNAL OF MARKETING, 2003, 67 (01) :14-28
[10]  
Berry LL, 2002, MIT SLOAN MANAGE REV, V43, P85