Drivers of satisfaction and dissatisfaction for overseas service consumers : a critical incident technique approach
Bianchi, Constanza & Drennan, Judy (2012) Drivers of satisfaction and dissatisfaction for overseas service consumers : a critical incident technique approach. Australasian Marketing Journal, 20(1), pp. 97-107.
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.
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|Item Type:||Journal Article|
|Additional Information:||Elsevier First Online publication|
|Keywords:||customer services, satisfaction , dissatisfaction|
|Subjects:||Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500)|
|Divisions:||Current > QUT Faculties and Divisions > QUT Business School|
Current > Schools > School of Advertising, Marketing & Public Relations
|Copyright Owner:||Copyright 2012 Elsevier|
|Deposited On:||14 Dec 2011 09:28|
|Last Modified:||16 Apr 2013 17:24|
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