References
- Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). International Journal of Academic Research in Business and Social Sciences, 1(3), 27.
- Barnes, J. G. (2003). Establishing meaningful customer relationships: Why some companies and brands mean more to their customers. Managing Service Quality: An International Journal, 13(3), 178–186. doi:10.1108/09604520310476445
- Bergkvist, L., & Bech-Larsen, T. (2010). Two studies of consequences and actionable antecedents of brand love. Journal of Brand Management, 17(7), 504–518.
- Brady, M. K., & Cronin Jr., J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49.
- Chen, C. M., Chen, S. H., & Lee, H. T. (2013). Interrelationships between physical environment quality, personal interaction quality, satisfaction and behavioural intentions in relation to customer loyalty: The case of Kinmen’s bed and breakfast industry. Asia Pacific Journal of Tourism Research, 18(3), 262–287.
- Curtis, T., Abratt, R., & Minor, W. (2009). Corporate brand management in higher education: The case of ERAU. Journal of Product & Brand Management, 18(6), 404–413.
- Dlačić, J., Arslanagić, M., Kadić-Maglajlić, S., Marković, S., & Raspor, S. (2014). Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling. Total Quality Management & Business Excellence, 25(1–2), 141–157.
- Douglas, J., Douglas, A., & Barnes, B. (2006). Measuring student satisfaction at a UK university. Quality Assurance in Education, 14(3), 251–267.
- Govender, J. P., Veerasamy, D., & Noel, D. T. (2012). International students’ expectations and perceptions of service quality: The case of a higher education institution in South Africa. Journal of Economics and Behavioral Studies, 4(10), 588.
- Gronroos, C. (1988). Service quality: The six criteria of good perceived service. Review of Business, 9(3), 10.
- Ha, J., & Jang, S. S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520–529. doi:10.1016/j.ijhm.2009.12.005
- Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4), 146–160. doi:10.1108/02652320210432936
- Johnston, R. (1997). Identifying the critical determinants of service quality in retail banking: Importance and effect. International Journal of Bank Marketing, 15(4), 111–116. doi:10.1108/02652329710189366
- Joon Choi, B., & Sik Kim, H. (2013). The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service. Managing Service Quality: An International Journal, 23(3), 188–204.
- Kahu, E. R. (2013). Framing student engagement in higher education. Studies in Higher Education, 38(5), 758–773.
- Kang, G. D., & James, J. (2004). Service quality dimensions: An examination of Grönroos’s service quality model. Managing Service Quality: An International Journal, 14(4), 266–277.
- Keller, K. L. (2001). Building customer-based brand equity: A blueprint for creating strong brands (pp. 68–72). Cambridge, MA. Marketing Science Institute.
- Keller, K. L. (2009). Building strong brands in a modern marketing communications environment. Journal of Marketing Communications, 15(2-3), 139–155. doi:10.1080/13527260902757530
- Kwek, C. L., Lau, T. C., & Tan, H. P. (2010). Education quality process model and its influence on students’ perceived service quality. International Journal of Business and Management, 5(8), 154–165. doi:10.5539/ijbm.v5n8p154
- Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. Service Industries Journal, 11(3), 287–303.
- Li, S. J., Huang, Y. Y., & Yang, M. M. (2011). How satisfaction modifies the strength of the influence of perceived service quality on behavioral intentions. Leadership in Health Services, 24(2), 91–105. doi:10.1108/17511871111125675
- Lowenstein, M. W. (2011). The Customer advocate and the customer saboteur: Linking social word-of-mouth, Brand impression, and stakeholder behavior. Milwaukee, WI: ASQ Quality Press.
- Machado, R., Cant, M. C., & Seaborne, H. (2014). Experiential marketing on brand advocacy: A mixed-method approach on global apple product users. International Business & Economics Research Journal (Iber)), 13(5), 955–962. doi:10.19030/iber.v13i5.8764
- Mael, F. B., & Ashforth, E. (1992). Alumni and their alma mater: A partial test of the reformulated model of organizational identification. Journal of Organizational Behavior, 13(2), 103–123.
- Papista, E., & Dimitriadis, S. (2012). Exploring consumer-brand relationship quality and identification: Qualitative evidence from cosmetics brands. Qualitative Market Research: An International Journal, 15(1), 33–56.
- Sander, K., Otto, D., Becker, S., & Bollmann, A. (2016). What students really want from MOOCs-A qualitative analysis of students’ individual motivation and learning goals. Journal of the International Conference on University Teaching and Innovation (CIDUI), 3, 1–11.
- Stokburger-Sauer, N., Ratneshwar, S., & Sen, S. (2012). Drivers of consumer–brand identification. International Journal of Research in Marketing, 29(4), 406–418.
- Sultan, P., & Yin Wong, H. (2013). Antecedents and consequences of service quality in a higher education context: A qualitative research approach. Quality Assurance in Education, 21(1), 70–95.
- Tenenhaus, M., Vinzi, V. E., Chatelin, Y-M., & Lauro, C. (2005). PLS path modeling. Computational Statistics and Data Analysis, 48(1), 159–205.
- Thomson, M., MacInnis, D. J., & Park, C. W. (2005). The ties that bind: Measuring the strength of consumers’ emotional attachments to brands. Journal of Consumer Psychology, 15(1), 77–91.
- Tsiotsou, R. (2005). Perceived quality levels and their relation to involvement, satisfaction, and purchase intentions. Marketing Bulletin, 16(4), 1–10.
- Tuškej, U., Golob, U., & Podnar, K. (2011). The role of consumer-brand identification in building brand relationships. Journal of Business Research, 66(1), 53–59.
- Walsh, G., & Bartikowski, B. (2013). Exploring corporate ability and social responsibility associations as antecedents of customer satisfaction cross-culturally. Journal of Business Research, 66(8), 989–995.
- Warrington, P., & Shim, S. (2000). An empirical investigation of the relationship between product involvement and brand commitment. Psychology and Marketing, 17(9), 761–788.
- Wetzels, M., Oderkerken-Schröder, G., & van Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: Guidelines and empirical illustration. MIS Quarterly, 33(1), 177–195.
- Yee, C. J., & San, N. C. (2011). Consumers’ perceived quality, perceived value and perceived risk towards purchase decision on automobile. American Journal of Economics and Business Administration, 3(1), 47.
- Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.
- Zethamel, D. (1999). Organizational behavior. Greenwich, CT: JAI Press.