| Автор | Patterson, P. |
| Автор | Romm, T. |
| Автор | Hill, C. |
| Дата выпуска | 1998 |
| dc.description | ABSTRACTThis study focuses on the export of higher education as a marketing challenge, with overseas students representing the customers, and universities the providers of a professional service. In doing so, we examine (dis)satisfaction as an evaluation process at four points in time (prior to and following the act of purchase), rather than as a static dependent variable. The theoretical basis for this study is the Disconfirmation of Expectations model, which posits that perceived gaps between pre-purchase expectations and product (service) performance lead to differential levels of post-purchase satisfaction. The study involved in-depth interviews with undergraduate and graduate overseas students at the University of Wollongong, in Australia. Some of the major findings were: (1) students have well defined expectations along four major dimensions: “learning well-being,” “social well-being,” “economic well-being,” and “personal well-being”; (2) there was evidence that the three key variables (expectations, perceived performance and satisfaction) shift over time. These shifts were not uniform and varied depending on the dimension; (3) the major determinant of satisfaction appears to be the “learning well-being” dimension. |
| Формат | application.pdf |
| Издатель | Taylor & Francis Group |
| Копирайт | Copyright Taylor and Francis Group, LLC |
| Название | Consumer Satisfaction as a Process: A Qualitative, Retrospective Longitudinal Study of Overseas Students in Australia |
| Тип | research-article |
| DOI | 10.1300/J090v16n01_08 |
| Print ISSN | 0748-4623 |
| Журнал | Journal of Professional Services Marketing |
| Том | 16 |
| Первая страница | 135 |
| Последняя страница | 157 |
| Аффилиация | Patterson, P.; Department of Management, University of Wollongong |
| Аффилиация | Romm, T.; Department of Management, University of Wollongong |
| Аффилиация | Hill, C.; Department of Management, University of Wollongong |
| Выпуск | 1 |
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