... competencies that are grouped under two major categories: personal and social. The Emotional Competency Inventory (ECI) is an example. Education Teaching effectiveness Emotional intelligence Customer satisfaction Teacher evaluation Students Personality traits SEM Our sample is collected from...

... Education Emotional intelligence Customer satisfaction Students Teachers EI is concerned with the way people understand, manage and express their own emotions as well as other people’s felt emotions (Cherniss, 2004). It includes rationalising and bringing intelligence and cognition...

... A. Badri can be contacted at: Masood.Badri@adec.ac.ae © Emerald Group Publishing Limited 2014 Satisfaction Customer satisfaction Loyalty Schools Satisfaction Educational administration Scale development Abu Dhabi Parent-based school reputation The Abu Dhabi Education Council...

... of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise ”, International Journal of Service Industry Management , Vol. 9 No. 1 , pp. 7 ‐ 23 . Arnould , E.J. , Price , L.L. and Zinkhan , G.M. (2004), Consumers , 2nd...

... and also the respective level of influence. Universities Corporate image Students Customer satisfaction Customer loyalty Portugal In the last two decades, the higher education sector in Portugal, similar to as happened in the USA and other European countries, has experienced quite profound...

... and/or complementary courses. © Emerald Group Publishing Limited 2005 Universities General management Customer satisfaction Customer loyalty Spain In recent years, Spanish university institutions, as other institutions in their immediate surroundings, have had to face an increasingly competitive...

... it does to retain an existing customer (Gemme, 1997). As in the case of customers for commercial institutions, student retention may be linked to customer satisfaction. Even though one might hesitate to call students “customers” because of the student teacher relationship, this still does not change...

.... The research described here set out to improve our knowledge of ELC operations by examining their performance from a client perspective. The effectiveness of service operations is viewed in the services literature largely as a function of customer satisfaction with the service process (e.g. Gro¨nroos, 1990...

... communication with the client. Tentative recommendations are offered for TESOL managers. The common conceptualisation of customer satisfaction as an outcome of the comparison customers make between expectations and perceptions of the service performance has been empirically researched across a range...

... of how customers form impressions of quality can provide valuable information to management for designing service delivery systems that enhance customer satisfaction (Seymour, 1992) and for adapting the university environment to the students’ needs (Hampton, 1993). In the design of quality improvement...

... Limited 1995 Academic staff Customer satisfaction Higher education Quality assurance Students TQM Quality and in particular quality in teaching is on the lips of every senior manager in higher education. Indeed current initiatives require that an awareness of the issues associated...