The study aims to develop a deeper understanding of the teaching qualities of effective
lecturers that students desire and to uncover the constructs that underlie these desire …

In guaranteeing the satisfaction of undergraduate students with the instructor's performance,
Gremler and McCollough in previous studies reported that undergraduate studentsgen …

Increasingly, higher education institutions are realising that higher education could be
regarded as a business-like service industry and they are beginning to focus more on …

The literature reveals that universities are becoming more aware of the importance of
student satisfaction. In addition, various studies have shown that student satisfaction has a …

Assessing customers' satisfaction with service quality has been a common practice that
allows leaders and managers to improve service delivery to the customers in business …

Empirically evaluates a model of service guarantees by addressing the impact of a service
guarantee on consumers' satisfaction evaluations. Proposes a model suggesting that the …

Purpose–This paper aims to explore satisfactory and dissatisfactory student‐professor
encounters in higher education from a student's perspective. The critical incident technique …

Service guarantees have the potential to transform service organizations. Despite their high
potential value and some very successful examples they remain the exception rather than …

The lessons of quality management apply to services as well as tangible goods. Awareness
also has been increasing that services, like tangible goods, can be guaranteed as a means …

Universities are increasingly turning to the principles of total quality management (TQM) in
an attempt to improve quality and gain competitive advantage. Recent survey data, however …