Show simple item record

dc.contributor.convenorSharon Purchase
dc.contributor.authorPrugsamatz, Sunita
dc.contributor.authorPentecost, Robin
dc.contributor.authorOfstad, Lars
dc.contributor.editorSharon Purchase
dc.date.accessioned2018-03-27T04:16:29Z
dc.date.available2018-03-27T04:16:29Z
dc.date.issued2005
dc.date.modified2007-03-21T21:22:05Z
dc.identifier.refurihttp://anzmac2005.conf.uwa.edu.au/
dc.identifier.urihttp://hdl.handle.net/10072/2831
dc.description.abstractDespite 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.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherSchool of Business : University of Western Australia
dc.publisher.placePerth WA .Published on line
dc.publisher.urihttps://anzmac.wildapricot.org/
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofconferencenameANZMAC 2005 Conference - Broadening the Boundaries
dc.relation.ispartofconferencetitleANZMAC 2005 Conference - Broadening the Boundaries
dc.relation.ispartofdatefrom2005-12-05
dc.relation.ispartofdateto2005-12-07
dc.relation.ispartoflocationFremantle, West Australia
dc.rights.retentionY
dc.subject.fieldofresearchcode350204
dc.titleThe influence of explicit and implicit service promises on Asian students’ expectations of overseas universities
dc.typeConference output
dc.type.descriptionE1 - Conferences
dc.type.codeE - Conference Publications
dc.description.versionVersion of Record (VoR)
gro.facultyGriffith 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.issued2005
gro.hasfulltextFull Text
gro.griffith.authorPrugsamatz, Sunita
gro.griffith.authorPentecost, Robin


Files in this item

This item appears in the following Collection(s)

  • Conference outputs
    Contains papers delivered by Griffith authors at national and international conferences.

Show simple item record