1,374
Views
37
CrossRef citations to date
0
Altmetric
Articles

Understanding the characteristics of effective professors: the student's perspective

, &
Pages 175-190 | Published online: 09 Dec 2010

References

  • Angell , R. J. , Heffernan , T. W. and Megicks , P. 2008 . Service quality in postgraduate education . Quality Assurance in Education , 16 ( 3 ) : 236 – 254 .
  • Appleton-Knapp , S. L. and Krentler , K. A. 2006 . Measuring student expectations and their effects on satisfaction: The importance of managing student expectations . Journal of Marketing Education , 28 ( 3 ) : 254 – 264 .
  • Arambewela , R. , Hall , J. and Zuhair , S. 2005 . Postgraduate international students from Asia: Factors influencing satisfaction . Journal of Marketing for Higher Education , 15 ( 2 ) : 105 – 127 .
  • Berger , C. , Blauth , R. , Boger , D. , Bolster , C. , Burchill , G. , DuMouchel , W. … and Walden , D. 1993 . Kano's methods for understanding customer-defined quality . The Centre for Quality Management Journal , 2 ( 4 ) : 3 – 36 .
  • Bhattacharyya , S. K. and Rahman , Z. 2004 . Capturing the customer's voice, the centerpiece of strategy making: A case study in banking . European Business Review , 16 ( 2 ) : 128 – 138 .
  • Brown , N. 2004 . What makes a good educator? The relevance of Meta programmes . Assessment & Evaluation in Higher Education , 29 ( 5 ) : 515 – 533 .
  • Browne , B. , Kaldenberg , D. , Browne , W. and Brown , D. 1998 . Student as customers: Factors affecting satisfaction and assessments of institutional quality . Journal of Marketing for Higher Education , 8 ( 3 ) : 1 – 14 .
  • Burchill , G. and Shen , D. 1993 . Administering a Kano survey . Center for Quality of Management Journal , 2 ( 4 ) : 7 – 11 .
  • Cadotte , E. R. and Turgeon , N. 1988 . Key factors in guest satisfaction . Cornell Hotel & Restaurant Quarterly , 28 ( 4 ) : 44 – 51 .
  • Clayson , D. E. 1999 . Students' evaluations of teaching effectiveness: Some implications of stability . Journal of Marketing Education , 21 ( 1 ) : 68 – 75 .
  • Clayson , D. E. and Haley , D. A. 1990 . Student evaluations in marketing: What is actually being measured? . Journal of Marketing Education , 12 ( 3 ) : 9 – 17 .
  • Clayson , D. E. and Haley , D. A. 2005 . Marketing models in education: Students as customers, products, or partners . Marketing Education Review , 15 ( 1 ) : 1 – 10 .
  • Clayson , D. E. and Sheffet , M. J. 2006 . Personality and the student evaluation of teaching . Journal of Marketing Education , 28 ( 2 ) : 149 – 160 .
  • Clewes , D. 2003 . A student-centred conceptual model of service quality in higher education . Quality in Higher Education , 9 ( 1 ) : 69 – 85 .
  • Cooper , P. 2007 . Knowing your ‘lemons’: Quality uncertainty in UK higher education . Quality in Higher Education , 13 ( 1 ) : 19 – 29 .
  • Curran , J. M. and Rosen , D. E. 2006 . Student attitudes toward college courses: An examination of influences and intentions . Journal of Marketing Education , 28 ( 2 ) : 135 – 148 .
  • Czepiel , J. A. , Solomon , M. R. , Surprenant , C. F. and Gutman , E. G. 1986 . The service encounter: An overview , 3 – 16 . Lexington, MA : Lexington Books . In J.A. Czepiel, M.R. Solomon, & C.F. Suprenant (Eds.), The service encounter: Managing employee/customer interaction in service business
  • Davis , J. C. and Swanson , S. T. 2001 . Navigating satisfactory and dissatisfactory classroom incidents . Journal of Education for Business , 76 ( 5 ) : 245 – 250 .
  • Delucchi , M. 2000 . Don't worry, be happy: Instructor likability, student perceptions of learning, and teacher ratings in upper-level sociology courses . Teaching Sociology , 28 ( July ) : 220 – 231 .
  • Desai , S. , Damewood , E. and Jones , R. 2001 . Be a good teacher and be seen as a good teacher . Journal of Marketing Education , 23 ( 2 ) : 136 – 143 .
  • DeShields , O. , Kara , A. and Kaynak , E. 2005 . Determinants of business student satisfaction and retention in higher education: Applying Herzberg's two-factor theory . International Journal of Educational Management , 19 ( 2 ) : 128 – 139 .
  • Douglas , J. and Douglas , A. 2006 . Evaluating teaching quality . Quality in Higher Education , 12 ( 1 ) : 3 – 12 .
  • Douglas , J. , McClelland , R. and Davies , J. 2008 . The development of a conceptual model of student satisfaction with their experience in higher education . Quality Assurance in Education , 16 ( 1 ) : 19 – 35 .
  • Eagle , L. and Brennan , R. 2007 . Are students customers? TQM and marketing perspectives . Quality Assurance in Education , 15 ( 1 ) : 44 – 60 .
  • Elliott , K. M. and Shin , D. 2002 . Student satisfaction: An alternative approach to assessing this important concept . Journal of Higher Education Policy and Management , 24 ( 2 ) : 197 – 209 .
  • Faranda , W. T. and Clarke , I. 2004 . Student observations of outstanding teaching: Implications for marketing education . Journal of Marketing Education , 26 ( 3 ) : 271 – 281 .
  • Foote , D. A. , Harmon , S. K. and Mayo , D. T. 2003 . The impacts of instructional style and gender role attitude on students' evaluation of faculty . Marketing Education Review , 13 ( 2 ) : 9 – 19 .
  • Frankel , R. and Swanson , S. R. 2002 . The impact of faculty-student interactions on teaching behaviour: An investigation of perceived student encounter orientation, interactive confidence, and interactive practice . Journal of Education for Business , 78 ( 2 ) : 85 – 91 .
  • Gremler , D. D. and Gwinner , K. P. 2008 . Rapport-building behaviors used by retail employees . Journal of Retailing , 84 ( 3 ) : 308 – 324 .
  • Gremler , D. D. and McCollough , M. A. 2002 . Student satisfaction guarantees: An empirical examination of attitudes, antecedents, and consequences . Journal of Marketing Education , 24 ( 2 ) : 150 – 260 .
  • Guolla , M. 1999 . Assessing the teaching quality to student satisfaction relationship: Applied customer satisfaction research in the classroom . Journal of Marketing Theory and Practice , 7 ( 3 ) : 87 – 97 .
  • Harnash-Glezer , M. and Meyer , J. 1991 . Dimensions of satisfaction with collegiate education . Assessment & Evaluation in Higher Education , 16 ( 2 ) : 95 – 107 .
  • Harvey , L. 2003 . Student feedback . Quality in Higher Education , 9 ( 1 ) : 3 – 20 .
  • Harvey , L. and Green , D. 1993 . Defining quality . Assessment & Evaluation in Higher Education , 18 ( 1 ) : 9 – 34 .
  • Harvey , L. and Knight , P. T. 1996 . Transforming higher education , Buckingham, , UK : The Society for Research into Higher Education and Open University Press .
  • Helgesen , Ø. and Nesset , E. 2007 . What accounts for students' loyalty? Some field study evidence . International Journal of Educational Management , 21 ( 2 ) : 126 – 143 .
  • Hemsley-Brown , J. and Oplatka , I. 2006 . Universities in a competitive global marketplace: Systematic review of the literature on higher education marketing . International Journal of Public Sector Management , 19 ( 4 ) : 316 – 338 .
  • Hennig-Thurau , T. , Langer , M. F. and Hansen , U. 2001 . Modeling and managing student loyalty: An approach based on the concept of relationship quality . Journal of Service Research , 3 ( 4 ) : 331 – 344 .
  • Hill , Y. , Lomas , L. L. and MacGregor , J. 2003 . Students' perceptions of quality in higher education . Quality Assurance in Education , 11 ( 1 ) : 15 – 20 .
  • Husbands , C. T. 1998 . Implications for the assessment of the teaching competence of staff in higher education of some correlates of student' evaluations of different teaching styles . Assessment & Evaluation in Higher Education , 23 ( 2 ) : 117 – 139 .
  • Iyer , R. and Muncy , J. A. 2008 . Service recovery in marketing education: It's what we do that counts . Journal of Marketing Education , 30 ( 1 ) : 21 – 32 .
  • Johnston , R. and Heineke , J. 1998 . Exploring the relationship between perception and performance: Priorities for action . The Service Industries Journal , 18 ( 1 ) : 53 – 71 .
  • Joseph , M. , Yakhou , M. and Stone , G. 2005 . An educational institution's quest for service quality: customers' perspective . Quality Assurance in Education , 13 ( 1 ) : 66 – 82 .
  • Kano , N. 1984 . Attractive quality and must be quality . Hinshitsu (Quality) , 14 ( 2 ) : 147 – 156 . (in Japanese)
  • Kano , N. Life cycle and creation of attractive quality . Paper presented at the 4th International QMOD Conference on Quality Management and Organisational Development . Linkoeping, , Sweden : University of Linkoeping .
  • Kano , N. Attractive quality theory – Kano model . Paper presented at the 2006 Taipei Healthy Cities Leaders Roundtable and International Healthy Cities Conference . Taipei, Taiwan.
  • Kelly , K. J. and Stanley , L. R. 1999 . Faculty perceptions and experiences of student behavior: Does gender matter? . Journal of Marketing Education , 21 ( 3 ) : 194 – 205 .
  • Lammers , W. and Murphy , J. J. 2002 . A profile of teaching techniques used in the university classroom . Active Learning in Higher Education , 3 : 54 – 67 .
  • Lantos , G. P. 1997 . Motivating students: The attitude of the professor . Marketing Education Review , 7 ( 2 ) : 27 – 38 .
  • Lawrence , J. J. and McCollough , M. A. 2004 . Implementing total quality management in the classroom by means of student satisfaction guarantees . Total Quality Management , 15 ( 2 ) : 235 – 254 .
  • Leckey , J. and Neill , N. 2001 . Quantifying quality: The importance of student feedback . Quality in Higher Education , 7 ( 1 ) : 19 – 32 .
  • Löfgren , M. and Witell , L. 2008 . Two decades of using Kano's theory of attractive quality: A literature review . The Quality Management Journal , 15 ( 1 ) : 59 – 75 .
  • Maringe , F. 2005 . University marketing: Perceptions, practices and prospects in the less developed world . Journal of Marketing for Higher Education , 15 ( 2 ) : 129 – 153 .
  • Marks , R. B. 2000 . Determinants of student evaluations of global measures of instructor and course value . Journal of Marketing Education , 22 ( 2 ) : 108 – 119 .
  • Marzo-Navarro , M. , Pedraja-Iglesias , M. and Rivera-Torres , M. P. 2005a . Measuring customer satisfaction in summer courses . Quality Assurance in Education , 13 ( 1 ) : 53 – 65 .
  • Marzo-Navarro , M. , Pedraja-Iglesias , M. and Rivera-Torres , M. P. 2005b . A new management element for universities: Satisfaction with the offered courses . International Journal of Educational Management , 19 ( 6 ) : 505 – 526 .
  • Marzo-Navarro , M. , Pedraja-Iglesias , M. and Rivera-Torres , M. P. 2005c . Determinants of satisfaction with university summer courses . Quality in Higher Education , 11 ( 3 ) : 239 – 249 .
  • Matzler , K. , Bailom , F. , Hinterhuber , H. H. , Renzl , B. and Pichler , E. 2004b . The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis . Industrial Marketing Management , 33 : 271 – 277 .
  • Matzler , K. , Fuchs , M. and Schubert , A. K. 2004a . Employee satisfaction: Does Kano's model apply? . Total Quality Management , 15 ( 9–10 ) : 1179 – 1198 .
  • Matzler , K. , Hinterhuber , H. H. , Bailom , F. and Sauerwein , E. 1996 . How to delight your customers . Journal of Product & Brand Management , 5 ( 2 ) : 6 – 18 .
  • Matzler , K. and Sauerwein , E. 2002 . The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty-reward-contrast analysis . International Journal of Service Industry Management , 13 ( 4 ) : 314 – 332 .
  • Mavondo , F. T. , Tsarenko , Y. and Gabbott , M. 2004 . International and local student satisfaction: Resources and capabilities perspective . Journal of Marketing for Higher Education , 14 ( 1 ) : 41 – 60 .
  • McCollough , M. A. and Gremler , D. D. 1999a . Guaranteeing student satisfaction: An exercise in treating students as customers . Journal of Marketing Education , 21 ( 2 ) : 118 – 130 .
  • McCollough , M. A. and Gremler , D. D. 1999b . Student satisfaction guarantees: An empirical investigation of student and faculty attitudes . Marketing Education Review , 9 ( 2 ) : 53 – 64 .
  • McElwee , G. and Redman , T. 1993 . Upward appraisal in practice . Education+Training , 35 ( 2 ) : 27 – 31 .
  • Moore , S. and Kuol , N. 2007 . Retrospective insights on teaching: Exploring teaching excellence through the eyes of alumni . Journal of Further and Higher Education , 31 ( 2 ) : 133 – 143 .
  • Narasimhan , K. 2001 . Improving the climate of teaching sessions: the use of evaluations by students and instructors . Quality in Higher Education , 7 ( 3 ) : 179 – 190 .
  • Nilsson-Witell , L. and Fundin , A. 2005 . Dynamics of service attributes: A test of Kano's theory of attractive quality . International Journal of Service Industry Management , 16 ( 2 ) : 152 – 168 .
  • Oldfield , B. M. and Baron , S. 2000 . Student perceptions of service quality in a UK university business and management faculty . Quality Assurance in Education , 8 ( 2 ) : 85 – 95 .
  • Oliver , R. L. 1999 . Whence consumer loyalty . Journal of Marketing , 63 ( Special Issue ) : 33 – 44 .
  • Oliver , R. L. and DeSarbo , W. S. 1989 . Processing of the satisfaction response in consumption: A suggested framework and research proposition . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 2 : 1 – 16 .
  • O'Neill , M. A. and Palmer , A. 2004 . Importance-performance analysis: A useful tool for directing continuous quality improvement in higher education . Quality Assurance in Education , 12 ( 1 ) : 39 – 52 .
  • Paswan , A. K. and Young , J. A. 2002 . Student evaluation of instructor: A nomological investigation using structural equation modeling . Journal of Marketing Education , 24 ( 3 ) : 193 – 202 .
  • Pawitra , T. A. and Tan , K. C. 2003 . Tourist satisfaction in Singapore: A perspective from Indonesian tourists . Managing Service Quality , 13 ( 5 ) : 399 – 411 .
  • Pozo-Munoz , C. , Rebolloso-Pacheco , E. and Fernandez-Ramirez , B. 2000 . The ‘ideal teacher’. Implications for student evaluation of teacher effectiveness . Assessment & Evaluation in Higher Education , 25 ( 3 ) : 253 – 263 .
  • Ramsden , P. 1991 . A performance indicator of teaching quality in higher education: The course experience questionnaire . Studies in Higher Education , 16 ( 2 ) : 129 – 150 .
  • Richardson , J. T.E. 2005 . Instruments for obtaining student feedback: A review of the literature . Assessment & Evaluation in Higher Education , 30 ( 4 ) : 387 – 415 .
  • Rowley , J. 1997 . Beyond service quality dimensions in higher education and towards a service contract . Quality Assurance in Education , 5 ( 1 ) : 7 – 14 .
  • Schertzer , C. B. and Schertzer , S. M.B. 2004 . Student satisfaction and retention: A conceptual model . Journal of Marketing for Higher Education , 14 ( 1 ) : 79 – 91 .
  • Seiler , V. L. and Seiler , M. J. 2002 . Professors who make the grade . Review of Business , 23 ( 2 ) : 39 – 44 .
  • Shank , M. D. , Walker , M. and Hayes , T. 1995 . Understanding professional service expectations: Do we know what our students expect in a quality education? . Journal of Professional Services Marketing , 13 ( 1 ) : 71 – 83 .
  • Smart , D. T. , Kelley , C. A. and Conant , J. S. 2003 . Mastering the art of teaching: Pursuing excellence in a new millennium . Journal of Marketing Education , 25 ( 1 ) : 71 – 78 .
  • Srikanthan , G. and Dalrymple , J. F. 2007 . A conceptual overview of a holistic model for quality in higher education . International Journal of Educational Management , 21 ( 3 ) : 173 – 193 .
  • Svensson , G. and Wood , G. 2007 . Are university students really customers? When illusion may lead to delusion for all! . International Journal of Educational Management , 21 ( 1 ) : 17 – 28 .
  • Swanson , S. R. and Frankel , R. 2002 . A view from the podium: Classroom successes, failures, and recovery strategies . Marketing Education Review , 12 ( 2 ) : 25 – 35 .
  • Swanson , S. R. , Frankel , R. and Sagan , M. 2005 . Exploring the impact of cultural differences . Marketing Education Review , 15 ( 3 ) : 37 – 48 .
  • Szmigin , I. and Reppel , A. E. 2004 . Internet community bonding: The case of macnews.de . European Journal of Marketing , 38 ( 5/6 ) : 626 – 640 .
  • Vargo , S. L. and Lusch , R. F. 2006 . “ Service-dominant logic: What it is, what it is not, what it might be ” . In The service-dominant logic of marketing: Dialog, debate and directions , Edited by: Lusch , R. F. and Vargo , S. L. 43 – 56 . Armonk, NY : M.E. Sharpe, Inc .
  • Vargo , S. L. and Lusch , R. F. 2004 . Evolving to a new dominant logic for marketing . Journal of Marketing , 68 ( January ) : 1 – 17 .
  • Voss , R. , Gruber , T. and Szmigin , I. 2007 . Service quality in higher education: The role of student expectations . Journal of Business Research , 60 ( 9 ) : 949 – 959 .
  • Watson , S. 2003 . Closing the feedback loop: Ensuring effective action from student feedback . Tertiary Education and Management , 9 : 145 – 157 .
  • Wiers-Jenssen , J. , Stensaker , B. and Grogaard , J. B. 2002 . Student satisfaction: Towards an empirical deconstruction of the concept . Quality in Higher Education , 8 ( 2 ) : 183 – 195 .
  • Williams , J. and Cappuccini-Ansfield , G. 2007 . Fitness for purpose? National and institutional approaches to publicising the student voice . Quality in Higher Education , 13 ( 2 ) : 159 – 172 .
  • Williams , W. M. and Ceci , S. J. 1997 . How'm I doing? Problems with student ratings of instructors and courses . Change , 29 ( 5 ) : 13 – 23 .
  • Witell , L. and Löfgren , M. 2007 . Classification of quality attributes . Managing Service Quality , 17 ( 1 ) : 54 – 73 .
  • Zeithaml , V. A. , Parasuraman , A. and Berry , L. L. 1990 . Delivering quality service: Balancing customer perceptions and expectations , New York, NY : The Free Press .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.