References
- Booth , A. 1997 . Listening to students: experiences and expectations in the Transition to History degree . Studies in Higher Education , 22 (2) : 205 – 219 .
- Boulding , W. , Kalra , A. , Staelin , R. and Zeithaml , V. A. 1993 . A dynamic process model of service quality: from expectations to behavioural intentions . Journal of Marketing Research , 30 : 7 – 27 .
- Fung , Y. and Carr , R. 2000 . Face‐to‐face tutorials in a distance learning system: meeting student needs . Open Learning , 15 (1) : 35 – 46 .
- Harrop , A. and Douglas , A. 1996 . Do staff and students see eye to eye? . New Academic , 5 (3) : 8 – 9 .
- Hill , F. M. 1995 . Managing service quality in higher education: the role of the consumer as primary consumer . Quality Assurance in Higher Education , 3 (3) : 10 – 21 .
- MacKeogh , K. 1998 . Tutoring skills for open learning tutors , Dublin : NDEC .
- McElwee , G. and Redman , T. 1993 . Upward appraisal in practice . Education and Training , 35 (2) : 27 – 31 .
- Narasimhan , K. 1997 . Improving teaching and learning: perceptions minus expectations gap analysis approach . Training for Quality , 5 (3) : 121 – 125 .
- Olson , J. and Dover , P. 1979 . Disconfirmation of consumer expectations through product trial . Journal of Applied Psychology , 64 : 179 – 189 .
- Oscail . 2005 . Bachelor of Arts/Diploma in Arts through distance education. Course Handbook , Dublin : Oscail . Available online at: http://www.oscail.ie/students/stuarts.htm (accessed 15 November 2005).
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. 1988 . SERVQUAL a multiple item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 : 12 – 40 .
- Prakash , V. 1984 . Validity and reliability of confirmation of expectations paradigm . Journal of the Academic of Marketing Science , 12 : 63 – 76 .
- Sander , P. and Stevenson , K. 1999 . Do numbers speak louder than words? . New Academic , 8 (1) : 19 – 22 .
- Sander , P. , Stevenson , K. , King , M. and Coates , D. 2000 . University students’ expectations of teaching . Studies in Higher Education , 25 (3) : 309 – 323 .
- Shank , M. , Walker , M. and Hayes , T. J. 1993 . “ University service expectations: a marketing orientation applied to higher education ” . In The Symposium for the Marketing of Higher Education , Edited by: Adler , R. and Hayes , T. (vol. 4) , 100 – 111 . Chicago , IL : AMA .
- Shank , M. , Walker , M. and Hayes , T. J. 1995 . Understanding professional service expectations: do we know what our students expect in a quality education? . Journal of Professional Services Marketing , 13 (1) : 71 – 89 .
- Stevenson , K. and Sander , P. 1998 . How do Open University students expect to be taught at tutorials? . Open Learning , 13 (2) : 42 – 46 .
- Stevenson , K. , Sander , P. and Naylor , P. 1996 . Student perceptions of the tutor’s role in distance learning . Open Learning , 11 (1) : 22 – 30 .
- Stevenson , K. , Sander , P. and Naylor , P. 1997 . ELPO—a model that uses student feedback to develop effective open tutoring . Open Learning , 12 (2) : 54 – 59 .
- Stevenson , K. , Muda , U. , Karlsson , C. , Szeky , A. , Sander , P. and Read , T. 2000 . “ Developing an ODL quality assurance model using students’ expectations of tutor support: an outcome of the Socrates funded CEESOC project ” . In EURODL The European Journal of Open and Distance Learning Available online at: http://www.eurodl.org/materials/contrib/2000/stevenson/stevenson2.html (accessed 15 November 2005).
- UK National Student Survey . 2005 . UK National Student Survey results Available online at: http://www.hefce.ac.uk/learning/nss/data/ (accessed 15 November 2005).