Key Elements in Building Relationships in the Higher Education Services Context

REFERENCES

• Ahearne, M., Bhattacharya, C., & Gruen, T. (2005). Antecedents and consequences of customer—company identification: Expanding the role of relationship marketing. Journal of Applied Psychology, 90(3), 574–585.
   PubMed Web of Science ®Google Scholar
• Alves, H., & Raposo, M. (2009). The measurement of the construct satisfaction in higher education. The Service Industries Journal, 29(2), 203–218.
   Web of Science ®Google Scholar
• Andreassen, T., & Lindestad, B. (1998). Customer loyalty and complex services. International Journal of Service Industry Management, 9(1), 7–23.
   Google Scholar
• Arnett, D., German, S., & Hunt, S. (2003). The identify salience model of relationship marketing success: The case of non-profit marketing. Journal of Marketing, 67(4), 89–105.
   Web of Science ®Google Scholar
• Arroyo-Vázquez, M., Van der Sijde, P., & Jiménez-Sáez, F. (2010). Innovative and creative entrepreneurship support services at universities. Service Business, 4(1), 63–76.
   Web of Science ®Google Scholar
• Ashforth, B., & Mael, F. (1989). Social identity theory and the organization. The Academy of Management Review, 14(1), 20–39.
   Web of Science ®Google Scholar
• Bagozzi, R., & Dholakia, U. (2006). Antecedents and purchase consequences of customer participation in small group brand communities. International Journal of Research in Marketing, 23(1), 45–61.
   Web of Science ®Google Scholar
• Bagozzi, R., & Yi, Y. (1988). On the Evaluation of Structural of Equation Models. Journal of the Academy of Marketing Science, 16(1), 74–94.
   Google Scholar
• Beerli, A., Díaz, G., & Pérez, P. (2002). Configuración de la imagen de las universidades a través de los componentes cognitivo y afectivo, Cuadernos Aragoneses de Economía, 12(2), 337–352.
   Google Scholar
• Bhattacharya, C., Rao, H., & Glynn, M. (1995). Understanding the bond of identification: An investigation of its correlates art museum members. Journal of Marketing, 59(4), 46–57.
   Web of Science ®Google Scholar
• Bhattacharya, C., & Sen, S. (2003). Consumer-company identification: A framework for understanding consumers' relationships with companies. Journal of Marketing, 67(2), 76–88.
   Web of Science ®Google Scholar
• Bigné, E., Currás, R., Ruiz, C., & Sanz, S. (2010). Consumer behavioral intentions in cause-related marketing. The role of identification and social cause involvement. International Review on Public and Nonprofit Marketing, 7(2), 127–143.
   Google Scholar
• Bloemer, J., & De Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 499–513.
   Google Scholar
• Brown, R., & Mazzarol, T. (2009). The importance of institutional image to student satisfaction and loyalty within higher education. Higher Education, 58(1), 81–95.
   Web of Science ®Google Scholar
• Chung, E., & McLarney, C. (2000). The classroom as a service encounter: Suggestions for value creation. Journal of Marketing Education, 24(4), 484–500.
   Google Scholar
• Cornwell, B., & Coote, L. (2005). Corporate sponsorship of a cause: the role of identification in purchase intent. Journal of Business Research, 58(3), 268–276.
   Web of Science ®Google Scholar
• Díaz-Méndez, M., & Gummesson, E. (2012). Value co-creation and university teaching quality. Journal of Service Management, 23(4), 571–592.
   Web of Science ®Google Scholar
• Dick, A., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of Academy of Marketing Science, 22(2), 99–113.
   Google Scholar
• Dobbins, J. (1999). Business student satisfaction in terms of academic and social integration and the relationship of these variables to institutional and goal commitment: a marketing perspective (Unpublished PhD thesis). School of Education New York University, New York, NY.
   Google Scholar
• Dutton, J., Dukerich, J., & Harquail, C. (1994). Organizational images and member identification. Administrative Science Quarterly, 39(2), 239–263.
   Web of Science ®Google Scholar
• Elliott, K., & Shin, D. (2002). Student Satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24(2), 197–209.
   Google Scholar
• European Commission (2014). Financing schools in Europe: Mechanisms, methods and criteria in public funding. Eurydice Report. Luxembourg: Publications Office of the European Union.
   Google Scholar
• Fares, D., Achour, M., & Kachkar, O. (2013). The impact of service quality, student satisfaction, and university reputation on student loyalty: a case study of international students in IIUM Malaysia. Information Management and Business Review, 5(12), 584–590.
   Google Scholar
• Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley.
   Google Scholar
• Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.
   Web of Science ®Google Scholar
• Frasquet, M., Calderón, H., & Cervera, A. (2012). University–industry collaboration from a relationship marketing perspective: an empirical analysis in a Spanish University, Higher Education, 64(1), 85–98.
   Web of Science ®Google Scholar
• Gil, I., Berenguer, G., & Cervera, A. (2008). The roles of service encounters, service value and job satisfaction in achieving customer satisfaction in business relationships. Industrial Marketing Management, 37(8), 921–939.
   Web of Science ®Google Scholar
• Gwinner, K., & Swanson, C. (2003). A model of fan identification: antecedents and sponsorship outcomes. The Journal of Services Marketing, 17(2/3), 275–294.
   Google Scholar
• Helgesen, O., & Nesset, E. (2007). What accounts for students loyalty? Some field study evidence. International Journal of Educational Management, 21(2), 126–43.
   Google Scholar
• Henning-Thurau, T., Langer, M., & Hansen, U. (2001). Modelling and managing student loyalty. An approach based on the concept of relationship quality. Journal of Service Research, 3(4), 331–344.
   Google Scholar
• Hong, S., & Yang, S. (2009). Effects of reputation, relational satisfaction, and customer–company identification on positive wordof- mouth intentions. Journal of Public Relations Research, 21(4), 381–403.
   Web of Science ®Google Scholar
• Hu, H., Kandampully, J., & Juwaheer, T. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: An empirical study. The Service Industries Journal, 29(2), 111–125.
   Web of Science ®Google Scholar
• Ivy, J. (2001). Higher education institution image: a correspondence analysis approach. The International Journal of Educational Management, 15(6), 276–282.
   Google Scholar
• Javalgi, R., Benoy, J., & La Rosa, R. (2009). Cross-cultural marketing strategies for delivering knowledge-based services in a borderless word: The case of management education. Journal of Services Marketing, 23(6), 371–384http://dx.doi.org/10.1108/08876040910985852
   Web of Science ®Google Scholar
• Joseph, M., Yakhou, M., & Stone, G. (2005). An educational institution's quest for servicequality: customers' perspective, Quality Assurance in Education, 13(1), 66–82http://dx.doi.org/10.1108/09684880510578669
   Google Scholar
• Kreiner, G., & Ashforth, B. (2004). Evidence toward an expanded model of organizational identification. Journal of Organizational Behaviour, 25, 1–27http://dx.doi.org/10.1002/job.234
   Web of Science ®Google Scholar
• Mael, F. & Ashforth, B. (1992). Alumni and their alma mater: a partial test of the reformulated model of organizational identification. Journal of Organizational Behavior, 13(2), 103–123
   Google Scholar
• Marín, L., & Ruiz de Maya, S. (2013). The role of affiliation, attractiveness and personal connection in consumer‐company identification. European Journal of Marketing, 47(3/4), 655–673http://dx.doi.org/10.1108/03090561311297526
   Web of Science ®Google Scholar
• McDougall, G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14(5), 392–410http://dx.doi.org/10.1108/08876040010340937
   Google Scholar
• Morgan, R. & Hunt, S. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58, 20–38
   Google Scholar
• Nguyen, N., & Le Blanc, G. (2001). Image and reputation of higher education institutions in students retention decisions. The International Journal of Educational Management, 15(6), 303–311http://dx.doi.org/10.1108/EUM0000000005909
   Google Scholar
• Nguyen, N., Le Blanc, G., & Rojas, M. (2004). Elementos que contribuyen a la formación de la imagen en las Cajas Populares: un estudio empírico en Canadá, Mexico and Brazil, Proceedings of VIII International Seminar International New Management Proposals, Moncton, Canadá.
   Google Scholar
• Osayawe, B., & Taylor, M. (2009). Managing students loyalty to school after graduation through relationship marketing. The TQM Journal, 21(5), 502–516http://dx.doi.org/10.1108/17542730910983416
   Google Scholar
• Patterson, P., & Smith, T. (2001). Modeling relationship strength across service types in an eastern culture. International Journal of Service Industry Management, 12(2), 90–113http://dx.doi.org/10.1108/09564230110387470
   Google Scholar
• Price, L., Amould, E., & Tierney, P. (1995). Going to extremes: managing service encounters and assessing provider performance. Journal of Marketing, 59(2), 83–97http://dx.doi.org/10.2307/1252075
   Web of Science ®Google Scholar
• Sakthivel, P., & Raju, R. (2006). An instrument for measuring engineering education quality from students' perspective. The Quality Management Journal, 13(3), 23–34.
   Google Scholar
• Saxe, R., & Weitz, B. A. (1982). The SOCO scale: A measure of customer orientation of salespeople. Journal of Marketing Research, 19(3), 343–351http://dx.doi.org/10.2307/3151568
   Web of Science ®Google Scholar
• Söderlund, M., (2006). Measuring customer loyalty with multi-item scales: A case for caution. International Journal of Service Industry Management, 17(1), 76–98http://dx.doi.org/10.1108/09564230610651598
   Google Scholar
• Surprenant, C., & Solomon, M. (1987). Predictability and personalization in the service encounter. Journal of Marketing, 51(2), 86–96http://dx.doi.org/10.2307/1251131
   Web of Science ®Google Scholar
• Surprenant, C., Solomon, M., & Gutman, E. (1983). Service encounters are human interactions, in Czepiel J.A. (1990). Service encounters and service relationships: Implications for research. Journal of Business Research, 20, 13–21.
   Google Scholar
• Ueda, Y., & Nojima, M. (2012). Effect of student attitudes on university loyalty and university cooperation: an empirical study in Japan. International Journal of Management, 29(1), 133–142.
   Google Scholar
• Woodall, T., Hiller, A., & Resnick, S. (2014). Making sense of higher education: students as consumers and the value of the university experience, Studies in Higher Education, 39(1), 48–67http://dx.doi.org/10.1080/03075079.2011.648373
   Web of Science ®Google Scholar