dc.contributor.convenor | Sharon Purchase | |
dc.contributor.author | Prugsamatz, Sunita | |
dc.contributor.author | Pentecost, Robin | |
dc.contributor.author | Ofstad, Lars | |
dc.contributor.editor | Sharon Purchase | |
dc.date.accessioned | 2018-03-27T04:16:29Z | |
dc.date.available | 2018-03-27T04:16:29Z | |
dc.date.issued | 2005 | |
dc.date.modified | 2007-03-21T21:22:05Z | |
dc.identifier.refuri | http://anzmac2005.conf.uwa.edu.au/ | |
dc.identifier.uri | http://hdl.handle.net/10072/2831 | |
dc.description.abstract | Despite past studies that explore the typical factors that influence Asian consumers’
decision making processes little has been done to address the influence of information sources on
their expectations of services. This study addresses this gap by exploring Asian consumer’s
information and knowledge sources (explicit service promises such as advertising, personal
selling and implicit service promises such as tangibles and price) that influence their expectations
prior to choice of overseas higher education. The study applies Zeithaml, Berry and
Parasuraman’s (1993) model that proposes that a customer’s level of expectations is dependent
on several antecedents. Results indicate the three most influential sources of information on
Asian students expectations of universities are: past experiences, advertising and word of mouth.
The findings suggest that the more explicit and implicit service promises the respondent is
exposed to; the higher the desired and predicted expectations of the university’s service quality.
However their level of expectations (both desired and predicted) is considerably greater when
exposed to explicit service promises. The findings also suggest that measuring the influence of
these information sources provides insightful information for universities when developing
marketing communication campaigns. | |
dc.description.peerreviewed | Yes | |
dc.description.publicationstatus | Yes | |
dc.language | English | |
dc.language.iso | eng | |
dc.publisher | School of Business : University of Western Australia | |
dc.publisher.place | Perth WA .Published on line | |
dc.publisher.uri | https://anzmac.wildapricot.org/ | |
dc.relation.ispartofstudentpublication | N | |
dc.relation.ispartofconferencename | ANZMAC 2005 Conference - Broadening the Boundaries | |
dc.relation.ispartofconferencetitle | ANZMAC 2005 Conference - Broadening the Boundaries | |
dc.relation.ispartofdatefrom | 2005-12-05 | |
dc.relation.ispartofdateto | 2005-12-07 | |
dc.relation.ispartoflocation | Fremantle, West Australia | |
dc.rights.retention | Y | |
dc.subject.fieldofresearchcode | 350204 | |
dc.title | The influence of explicit and implicit service promises on Asian students’ expectations of overseas universities | |
dc.type | Conference output | |
dc.type.description | E1 - Conferences | |
dc.type.code | E - Conference Publications | |
dc.description.version | Version of Record (VoR) | |
gro.faculty | Griffith Business School, Department of Marketing | |
gro.rights.copyright | © The Author(s) 2005. The attached file is reproduced here in accordance with the copyright policy of the publisher. For information about this conference please refer to the conference’s website or contact the author(s). | |
gro.date.issued | 2005 | |
gro.hasfulltext | Full Text | |
gro.griffith.author | Prugsamatz, Sunita | |
gro.griffith.author | Pentecost, Robin | |