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.

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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.

Impact and interest:

7 citations in Scopus
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ID Code: 47705
Item Type: Journal Article
Refereed: Yes
Keywords: customer services, satisfaction, dissatisfaction
DOI: 10.1016/j.ausmj.2011.08.004
ISSN: 1441-3582
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 2011 Australian and New Zealand Marketing Academy. Published by Elsevier Ltd.
Copyright Statement: NOTICE: this is the author’s version of a work that was accepted for publication in Australasian Marketing Journal. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Australasian Marketing Journal, Volume 20, Issue 1, (February 2012). DOI: 10.1016/j.ausmj.2011.08.004
Deposited On: 13 Dec 2011 23:28
Last Modified: 09 Sep 2013 00:12

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