View in EDS

Consumer Attitude Towards Service Failure and Recovery in Higher Education

Saved in:
Bibliographic Details
Title: Consumer Attitude Towards Service Failure and Recovery in Higher Education
Language: English
Authors: Chahal, Hardeep, Devi, Pinkey
Source: Quality Assurance in Education: An International Perspective. 2015 23(1):67-85.
Availability: Emerald Group Publishing Limited. Howard House, Wagon Lane, Bingley, West Yorkshire, BD16 1WA, UK. Tel: +44-1274-777700; Fax: +44-1274-785201; e-mail: emerald@emeraldinsight.com; Web site: http://www.emeraldinsight.com
Peer Reviewed: Y
Page Count: 19
Publication Date: 2015
Document Type: Journal Articles
Reports - Research
Education Level: Higher Education
Postsecondary Education
Descriptors: Consumer Economics, Attitudes, Failure, Delivery Systems, Higher Education, Undergraduate Students, Foreign Countries, Factor Analysis, Hypothesis Testing, Teaching Methods, Educational Assessment, Libraries, Administration, Educational Facilities, Laboratories
Geographic Terms: India
DOI: 10.1108/QAE-07-2013-0029
ISSN: 0968-4883
Abstract: Purpose: This paper aims to explore consumer attitude towards service failure and recovery in the higher education in general and with respect to teaching, examination, library, computer lab, administration and infrastructure in particular. Design/Methodology/Approach: The data are collected from 120 students of three undergraduate colleges of University of Jammu using purposive sampling. Findings: The findings reveal that all recovery efforts pertaining to teaching, examination, library, computer lab, administration and infrastructure are significant in overcoming the respective service failures. Research Limitations/Implications: The present study is limited to address service failure and service recovery relationship with respect to teaching, examination, library, computer lab, administration and infrastructure and limited to three undergraduate colleges operating in Jammu city only. The sample of the study is small which needs to be considered before generalizing the results. Originality/Value: This study makes a maiden attempt to identify service failure issues with respect to teaching, examination, library, computer lab, administration and infrastructure using quantitative methodology in higher education and role of service recovery strategies in monitoring and reducing service failure.
Abstractor: As Provided
Number of References: 44
Entry Date: 2015
Accession Number: EJ1054088
Database: ERIC
FullText Text:
  Availability: 0
Header DbId: eric
DbLabel: ERIC
An: EJ1054088
AccessLevel: 3
PubType: Academic Journal
PubTypeId: academicJournal
PreciseRelevancyScore: 0
IllustrationInfo
Items – Name: Title
  Label: Title
  Group: Ti
  Data: Consumer Attitude Towards Service Failure and Recovery in Higher Education
– Name: Language
  Label: Language
  Group: Lang
  Data: English
– Name: Author
  Label: Authors
  Group: Au
  Data: <searchLink fieldCode="AR" term="%22Chahal%2C+Hardeep%22">Chahal, Hardeep</searchLink><br /><searchLink fieldCode="AR" term="%22Devi%2C+Pinkey%22">Devi, Pinkey</searchLink>
– Name: TitleSource
  Label: Source
  Group: Src
  Data: <searchLink fieldCode="SO" term="%22Quality+Assurance+in+Education%3A+An+International+Perspective%22"><i>Quality Assurance in Education: An International Perspective</i></searchLink>. 2015 23(1):67-85.
– Name: Avail
  Label: Availability
  Group: Avail
  Data: Emerald Group Publishing Limited. Howard House, Wagon Lane, Bingley, West Yorkshire, BD16 1WA, UK. Tel: +44-1274-777700; Fax: +44-1274-785201; e-mail: emerald@emeraldinsight.com; Web site: http://www.emeraldinsight.com
– Name: PeerReviewed
  Label: Peer Reviewed
  Group: SrcInfo
  Data: Y
– Name: Pages
  Label: Page Count
  Group: Src
  Data: 19
– Name: DatePubCY
  Label: Publication Date
  Group: Date
  Data: 2015
– Name: TypeDocument
  Label: Document Type
  Group: TypDoc
  Data: Journal Articles<br />Reports - Research
– Name: Audience
  Label: Education Level
  Group: Audnce
  Data: <searchLink fieldCode="EL" term="%22Higher+Education%22">Higher Education</searchLink><br /><searchLink fieldCode="EL" term="%22Postsecondary+Education%22">Postsecondary Education</searchLink>
– Name: Subject
  Label: Descriptors
  Group: Su
  Data: <searchLink fieldCode="DE" term="%22Consumer+Economics%22">Consumer Economics</searchLink><br /><searchLink fieldCode="DE" term="%22Attitudes%22">Attitudes</searchLink><br /><searchLink fieldCode="DE" term="%22Failure%22">Failure</searchLink><br /><searchLink fieldCode="DE" term="%22Delivery+Systems%22">Delivery Systems</searchLink><br /><searchLink fieldCode="DE" term="%22Higher+Education%22">Higher Education</searchLink><br /><searchLink fieldCode="DE" term="%22Undergraduate+Students%22">Undergraduate Students</searchLink><br /><searchLink fieldCode="DE" term="%22Foreign+Countries%22">Foreign Countries</searchLink><br /><searchLink fieldCode="DE" term="%22Factor+Analysis%22">Factor Analysis</searchLink><br /><searchLink fieldCode="DE" term="%22Hypothesis+Testing%22">Hypothesis Testing</searchLink><br /><searchLink fieldCode="DE" term="%22Teaching+Methods%22">Teaching Methods</searchLink><br /><searchLink fieldCode="DE" term="%22Educational+Assessment%22">Educational Assessment</searchLink><br /><searchLink fieldCode="DE" term="%22Libraries%22">Libraries</searchLink><br /><searchLink fieldCode="DE" term="%22Administration%22">Administration</searchLink><br /><searchLink fieldCode="DE" term="%22Educational+Facilities%22">Educational Facilities</searchLink><br /><searchLink fieldCode="DE" term="%22Laboratories%22">Laboratories</searchLink>
– Name: Subject
  Label: Geographic Terms
  Group: Su
  Data: <searchLink fieldCode="DE" term="%22India%22">India</searchLink>
– Name: DOI
  Label: DOI
  Group: ID
  Data: 10.1108/QAE-07-2013-0029
– Name: ISSN
  Label: ISSN
  Group: ISSN
  Data: 0968-4883
– Name: Abstract
  Label: Abstract
  Group: Ab
  Data: Purpose: This paper aims to explore consumer attitude towards service failure and recovery in the higher education in general and with respect to teaching, examination, library, computer lab, administration and infrastructure in particular. Design/Methodology/Approach: The data are collected from 120 students of three undergraduate colleges of University of Jammu using purposive sampling. Findings: The findings reveal that all recovery efforts pertaining to teaching, examination, library, computer lab, administration and infrastructure are significant in overcoming the respective service failures. Research Limitations/Implications: The present study is limited to address service failure and service recovery relationship with respect to teaching, examination, library, computer lab, administration and infrastructure and limited to three undergraduate colleges operating in Jammu city only. The sample of the study is small which needs to be considered before generalizing the results. Originality/Value: This study makes a maiden attempt to identify service failure issues with respect to teaching, examination, library, computer lab, administration and infrastructure using quantitative methodology in higher education and role of service recovery strategies in monitoring and reducing service failure.
– Name: AbstractInfo
  Label: Abstractor
  Group: Ab
  Data: As Provided
– Name: Ref
  Label: Number of References
  Group: RefInfo
  Data: 44
– Name: DateEntry
  Label: Entry Date
  Group: Date
  Data: 2015
– Name: AN
  Label: Accession Number
  Group: ID
  Data: EJ1054088
PLink https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=eric&AN=EJ1054088
RecordInfo BibRecord:
  BibEntity:
    Identifiers:
      – Type: doi
        Value: 10.1108/QAE-07-2013-0029
    Languages:
      – Text: English
    PhysicalDescription:
      Pagination:
        PageCount: 19
        StartPage: 67
    Subjects:
      – SubjectFull: Consumer Economics
        Type: general
      – SubjectFull: Attitudes
        Type: general
      – SubjectFull: Failure
        Type: general
      – SubjectFull: Delivery Systems
        Type: general
      – SubjectFull: Higher Education
        Type: general
      – SubjectFull: Undergraduate Students
        Type: general
      – SubjectFull: Foreign Countries
        Type: general
      – SubjectFull: Factor Analysis
        Type: general
      – SubjectFull: Hypothesis Testing
        Type: general
      – SubjectFull: Teaching Methods
        Type: general
      – SubjectFull: Educational Assessment
        Type: general
      – SubjectFull: Libraries
        Type: general
      – SubjectFull: Administration
        Type: general
      – SubjectFull: Educational Facilities
        Type: general
      – SubjectFull: Laboratories
        Type: general
      – SubjectFull: India
        Type: general
    Titles:
      – TitleFull: Consumer Attitude Towards Service Failure and Recovery in Higher Education
        Type: main
  BibRelationships:
    HasContributorRelationships:
      – PersonEntity:
          Name:
            NameFull: Chahal, Hardeep
      – PersonEntity:
          Name:
            NameFull: Devi, Pinkey
    IsPartOfRelationships:
      – BibEntity:
          Dates:
            – D: 01
              M: 01
              Type: published
              Y: 2015
          Identifiers:
            – Type: issn-print
              Value: 0968-4883
          Numbering:
            – Type: volume
              Value: 23
            – Type: issue
              Value: 1
          Titles:
            – TitleFull: Quality Assurance in Education: An International Perspective
              Type: main
ResultId 1