... differences in perceptions about the role of empathy between these actors exist. Design/methodology/approach The authors adopt a multi-method approach and used data from 256 usable survey responses from 11 higher education service providers in Singapore. Empathy was operationalized by six cognitive...

...Hean Tat Keh; Nicole Hartley; Di Wang Purpose The purpose of this paper is to examine the effects of service separation on perceived value and intention to enroll in the higher education context, as mediated by perceived performance risk and moderated by an individual’s regulatory focus. Design...

...Parves Sultan; Ho Yin Wong Purpose – The purpose of this paper is to develop and test an integrated-process model/an index model by incorporating the antecedents and consequences of service quality in a higher education context. Design/methodology/approach – This research employed both...

.... Research limitations/implications The SERVMO scale is developed using data from the higher education sector and is yet to be validated in other industries. Practical implications The proposed strategic construct and current findings on its relationships with service quality provide practical insights...

... have been discussed, the ways in which these data might be made use of in developing a quality service positioning strategy using a marketing communications program and its implication for service delivery will be discussed. In an era in which adequate funding for higher education is difficult...

...Maria Avdjieva; Marie Wilson This paper uses a developmental perspective to characterise quality initiatives in the higher education systems of four countries: Australia, New Zealand, the UK, and North America. Each country demonstrates variety in its practices, as well as consistent patterns...

...Lawrence R.P. Reavill Two simple models are developed to identify the customer of higher education (HE), as the customer′s requirements are key to total quality management. One is based on a product analogy and the other on a service analogy, but they are inadequate as each identifies a different...

...Peter F. Cuthbert Explains the need for a valid and reliable instrument for course managers to evaluate their product through customer feedback as part of the system of quality assurance, and examines the justification for viewing higher education as a service provision with the student body...

...R. Varey Tries to determine what constitutes quality in higher education. Assesses who are the customers of higher education and what should be measured. Outlines the developments at Sheffield Business School which aim to provide a more satisfying learning experience for students. © MCB UP...