Service recovery in higher education - does national culture play a role? / Gruber, Thorsten; Chowdhury, Ilma Nur; Reppel, Alexander E.

In: Journal of Marketing Management, Vol. 27, No. 11-12, 2011, p. 1261-1293.

Research output: Contribution to journalArticlepeer-review

Published

Standard

Service recovery in higher education - does national culture play a role? / Gruber, Thorsten; Chowdhury, Ilma Nur; Reppel, Alexander E.

In: Journal of Marketing Management, Vol. 27, No. 11-12, 2011, p. 1261-1293.

Research output: Contribution to journalArticlepeer-review

Harvard

Gruber, T, Chowdhury, IN & Reppel, AE 2011, 'Service recovery in higher education - does national culture play a role?', Journal of Marketing Management, vol. 27, no. 11-12, pp. 1261-1293. https://doi.org/10.1080/0267257X.2011.609133

APA

Gruber, T., Chowdhury, I. N., & Reppel, A. E. (2011). Service recovery in higher education - does national culture play a role? Journal of Marketing Management, 27(11-12), 1261-1293. https://doi.org/10.1080/0267257X.2011.609133

Vancouver

Author

Gruber, Thorsten ; Chowdhury, Ilma Nur ; Reppel, Alexander E. / Service recovery in higher education - does national culture play a role?. In: Journal of Marketing Management. 2011 ; Vol. 27, No. 11-12. pp. 1261-1293.

BibTeX

@article{77980d26dbde4f9d90720eba09ac7d31,
title = "Service recovery in higher education - does national culture play a role?",
abstract = "It is now well recognised that an effective service-recovery system plays a crucial role in service organisations. However, the importance of such systems has not yet been acknowledged by the higher-education industry. Given the need for more research on service-recovery expectations of students, this exploratory study attempts to shed light on what students believe to be the desirable attributes of professors during recovery encounters. To investigate how national culture influences student expectations during such encounters, 40 students from the UK and Bangladesh were interviewed and 210 questionnaires were completed by students. Using the semi-standardised laddering interviewing technique in combination with Kano questionnaires, the study provides an in-depth insight into the qualities and behaviours that students expect professors to portray during service-recovery encounters. The research reveals that the key attributes desired by both groups of students include being approachable, listening actively, showing empathy and providing an explanation. Among a wide range of benefits, students link these attributes to enhanced teacher–student relationship, better academic performance and at a more abstract level, to desired end-states such as harmony and well-being.",
keywords = "service failure and recovery, educational services, laddering, Kano, cultural differences",
author = "Thorsten Gruber and Chowdhury, {Ilma Nur} and Reppel, {Alexander E.}",
year = "2011",
doi = "10.1080/0267257X.2011.609133",
language = "English",
volume = "27",
pages = "1261--1293",
journal = "Journal of Marketing Management",
issn = "0267-257X",
publisher = "Taylor and Francis Ltd.",
number = "11-12",

}

RIS

TY - JOUR

T1 - Service recovery in higher education - does national culture play a role?

AU - Gruber, Thorsten

AU - Chowdhury, Ilma Nur

AU - Reppel, Alexander E.

PY - 2011

Y1 - 2011

N2 - It is now well recognised that an effective service-recovery system plays a crucial role in service organisations. However, the importance of such systems has not yet been acknowledged by the higher-education industry. Given the need for more research on service-recovery expectations of students, this exploratory study attempts to shed light on what students believe to be the desirable attributes of professors during recovery encounters. To investigate how national culture influences student expectations during such encounters, 40 students from the UK and Bangladesh were interviewed and 210 questionnaires were completed by students. Using the semi-standardised laddering interviewing technique in combination with Kano questionnaires, the study provides an in-depth insight into the qualities and behaviours that students expect professors to portray during service-recovery encounters. The research reveals that the key attributes desired by both groups of students include being approachable, listening actively, showing empathy and providing an explanation. Among a wide range of benefits, students link these attributes to enhanced teacher–student relationship, better academic performance and at a more abstract level, to desired end-states such as harmony and well-being.

AB - It is now well recognised that an effective service-recovery system plays a crucial role in service organisations. However, the importance of such systems has not yet been acknowledged by the higher-education industry. Given the need for more research on service-recovery expectations of students, this exploratory study attempts to shed light on what students believe to be the desirable attributes of professors during recovery encounters. To investigate how national culture influences student expectations during such encounters, 40 students from the UK and Bangladesh were interviewed and 210 questionnaires were completed by students. Using the semi-standardised laddering interviewing technique in combination with Kano questionnaires, the study provides an in-depth insight into the qualities and behaviours that students expect professors to portray during service-recovery encounters. The research reveals that the key attributes desired by both groups of students include being approachable, listening actively, showing empathy and providing an explanation. Among a wide range of benefits, students link these attributes to enhanced teacher–student relationship, better academic performance and at a more abstract level, to desired end-states such as harmony and well-being.

KW - service failure and recovery

KW - educational services

KW - laddering

KW - Kano

KW - cultural differences

U2 - 10.1080/0267257X.2011.609133

DO - 10.1080/0267257X.2011.609133

M3 - Article

VL - 27

SP - 1261

EP - 1293

JO - Journal of Marketing Management

JF - Journal of Marketing Management

SN - 0267-257X

IS - 11-12

ER -