An Assessment of the Service Quality Provided to Foreign Students at U.S. Business Schools

References

• Babakus , E. and Boller , Gregory W. 1992 . An empirical assessment of the SERVQUAL scale . Journal of Business Research , 24 : 253 – 268 .
   Web of Science ®Google Scholar
• Baker , J. , Grewal , D. and Parasuraman , A. 1994 . The influence of store environment on quality inferences and store image . Journal of the Academy of Marketing Science , 22 ( 4 ) : 328 – 339 .
   Google Scholar
• Brown , S. W. and Swartz , T. A. 1989 . A gap analysis of professional service quality . Journal of Marketing , 53 ( April ) : 92 – 98 .
   Web of Science ®Google Scholar
• Business/management most popular field by wide margin . 1993 . American Assembly of Collegiate Schools of Business News Lines , 23 ( 2 ) Winter : 16
   Google Scholar
• Carey , A. R. and Vancura , C. 1994 . What foreigners study . USA Today , January 24 : 1D
   Google Scholar
• Cronin , J. J. and Taylor , S. A. 1994 . SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality . Journal of Marketing , 58 ( January ) : 125 – 131 .
   Web of Science ®Google Scholar
• Cronin , J. J. and Taylor , S. A. 1992 . Measuring service quality: A re-examination and extension . Journal of Marketing , 56 ( 3 ) : 55 – 68 .
   Web of Science ®Google Scholar
• Davis , D. and Allen , J. W. 1990 . The use of recipient-based measures of service quality in business education . Journal of Education for Business , 65 : 280 – 285 .
   Google Scholar
• Finn , D. W. and Lamb , C. W. 1986 . Hospital benefit segmentation . Journal of Health Care Marketing , 6 ( 4 ) : 26 – 33 .
   PubMedGoogle Scholar
• Gaski , J. and Etzel , M. 1986 . Index of consumer sentiment toward marketing . Journal of Marketing , 50 ( July ) : 71 – 81 .
   Web of Science ®Google Scholar
• Hampton , G. M. 1993 . Gap analysis of college students' satisfaction as a measure of professional service quality . Journal of Professional Services Marketing , 9 ( 1 ) : 37 – 45 .
   Google Scholar
• Jones , S. I. 1993 . Consumers' perceptions of sacrifice, service quality and value in the health care industry , Texas A&M University . Unpublished doctoral dissertation
   Google Scholar
• Murray , K. B. 1991 . A test of services marketing theory: Consumer information acquisition activities . Journal of Marketing , 55 ( January ) : 10 – 25 .
   Web of Science ®Google Scholar
• Nunnally , J. C. 1978 . Psychometric theory , New York : McGraw-Hill .
   Google Scholar
• Parasuraman , A. , Berry , L. L. and Zeithaml , V. A. 1993 . More on improving service quality measurement . Journal of Retailing , 69 ( 1 ) : 140 – 148 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1994 . Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research . Journal of Marketing , 58 ( January ) : 111 – 124 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1991 . Refinement and reassessment of the SERVQUAL scale . Journal of Retailing , 67 ( 4 ) : 420 – 450 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . SERVQUAL: Multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 ( Spring ) : 12 – 40 .
   Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 ( October ) : 41 – 50 .
   Web of Science ®Google Scholar
• Peter , J. P. , Churchill , G. A. and Brown , T. J. 1993 . Caution in the use of difference scores in consumer research . Journal of Consumer Research , 19 ( March ) : 655 – 662 .
   Web of Science ®Google Scholar
• Reardon , M. S. 1992 . The tuition crunch: Internationals pay more . International Student , : 16 – 18 . Spring
   Google Scholar
• Reidenbach , R. E. and Sandifer-Smallwood , B. 1990 . Exploring perceptions of hospital operations by a modified SERVQUAL approach . Journal of Health Care Marketing , 10 ( 4 ) : 47 – 55 .
   PubMedGoogle Scholar
• Stewart , K. and Felicetti , L. 1991 . Marketing a public university to international students . Journal of Professional Service Marketing , 7 ( 1 ) : 67 – 74 .
   Google Scholar
• Teas , R. K. 1994 . Expectations as a comparison standard in measuring service quality: An assessment of a reassessment . Journal of Marketing , 58 ( January ) : 132 – 139 .
   Web of Science ®Google Scholar
• Teas , R. K. 1993 . Expectations, performance evaluation, and consumers' perceptions of quality . Journal of Marketing , 57 ( October ) : 18 – 34 .
   Web of Science ®Google Scholar
• Zeithaml , V. A. , Berry , L. L. and Parasuraman , A. 1991 . The nature and determinants of customer expectations of service , Cambridge, MA : Marketing Science Institute . (Report No. 91–113)
   Google Scholar