Inward internationalization of services : Exploring satisfaction and dissatisfaction of overseas students in Australia

Bianchi, Constanza & Drennan, Judy (2011) Inward internationalization of services : Exploring satisfaction and dissatisfaction of overseas students in Australia. In ANZIBA Conference proceedings 2011, April 28-30, 2011, Melbourne, Australia.

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Abstract

Most research has assessed the outward internationalization process of service firms and less is known in the literature about the inward internationalization of services, or companies that provide the service to overseas customers in the domestic market (i.e., tourism, education, healthcare). Specifically, there is scant research looking at the overseas customer perspective. This study attempts to identify the main drivers of satisfaction and dissatisfaction for overseas customers. The critical incident technique (CIT) method was used to collect and analyse the data. A total of 107 critical incidents regarding drivers of satisfaction and dissatisfaction for overseas customers in a higher educational service context were collected. Findings of this study show that drivers of service satisfaction and dissatisfaction for overseas customers derive from elements of the core service and peripheral service. However, the findings show that elements of the peripheral service (living environment, socialization and interaction with others, and personal performance) are more important for international students.

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ID Code: 47711
Item Type: Conference Paper
Refereed: Yes
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2011 please consult authors
Deposited On: 13 Dec 2011 23:12
Last Modified: 16 Dec 2011 03:31

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