Exploring the Antecedents and Consequents of Student Experience in Higher Education Settings

Baird. J., & Gordon, G. (2009). Beyond the rhetoric: A framework for evaluating improvements to the student experience. Tertiary Education and Management, 15(3), pp. 193–207.10.1080/13583880903072976Search in Google Scholar

Baker, J., Parasuraman, A., Grewal, D., & Voss, G.B. (2002). The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions. Journal of Marketing, 66(2), pp. 120–121. doi:10.1509/jmkg.66.2.120.18470.10.1509/jmkg.66.2.120.18470Open DOISearch in Google Scholar

Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2), 57. doi:10.2307/1252042.10.2307/1252042Open DOISearch in Google Scholar

Brady, M. K., Voorhees, C. M., & Brusco, M. J. (2012). Service Sweethearting: Its Antecedents and Customer Consequences. Journal of Marketing, 76(2), pp. 81–98. doi:10.1509/jm.09.0420.10.1509/jm.09.0420Open DOISearch in Google Scholar

Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?. Journal of Marketing, 73(3), pp. 52-68. doi:10.1509/jmkg.73.3.5210.1509/jmkg.73.3.52Open DOISearch in Google Scholar

Chism, N. V. N. (2006). Challenging traditional assumptions and rethinking learning spaces. In: D. G. Oblinger (Ed.), Learning spaces. Boulder, CO: Educause.Search in Google Scholar

Clemes, M. D., Gan, C. E., & Kao, T. (2008). University Student Satisfaction: An Empirical Analysis. Journal of Marketing for Higher Education, 7(2), pp. 292–325. doi:10.1080/08841240801912831.10.1080/08841240801912831Open DOISearch in Google Scholar

Díaz-Méndez, M., & Gummesson, E. (2012). Value co-creation and university teaching quality. Journal of Service Management, 23(4), pp. 571–592. doi:10.1108/09564231211260422.10.1108/09564231211260422Open DOISearch in Google Scholar

Finney, T. G., & Finney, R. Z. (2010). Are students their universities’ customers? An exploratory study. Education + Training, 52(4), pp. 276–291. doi:10.1108/00400911011050954.10.1108/00400911011050954Open DOISearch in Google Scholar

Furedi, F. (2011). Introduction to the marketisation of higher education education and the student as consumer. In: M. Molesworth, R. Scullion, E. Nixon, (eds.), The marketisation of higher education and the student as consumer. New York, NY: Routledge, Oxon, ch. 1.Search in Google Scholar

Gentile, Ch., Spiller, N., & Noci, G. (2007). How to sustain the Customer Experience: An Overview of experience Components that Co-create Value with the Customer. European Management Journal, 25 (5), pp. 395–410.10.1016/j.emj.2007.08.005Search in Google Scholar

Grissemann, U. S., & Stokburger-Sauer, N. E. (2012). Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance. Tourism Management, 33(6), pp. 1483-1492. doi:10.1016/j.tourman.2012.02.002.10.1016/j.tourman.2012.02.002Open DOISearch in Google Scholar

Grönroos, C. (2008), Service logic revisited: who creates value? And who co-creates?. European Business review, 20, pp. 298–314.10.1108/09555340810886585Search in Google Scholar

Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational Benefits in Services Industries: The Customer’s Perspective. Journal of the Academy of Marketing Science, 26(2), pp. 101–114. doi:10.1177/0092070398262002.10.1177/0092070398262002Open DOISearch in Google Scholar

Gyimóthy, S., & Larson, M. (2015). Social Media Cocreation Strategies: The 3Cs. Event Management, 19(3), p. 331. doi:10.3727/152599515x14386220874760.10.3727/152599515x14386220874760Open DOISearch in Google Scholar

Harper, S. R., & Quaye, S. J. (Eds.). (2009).Student engagement in higher education: Theoretical perspectives and practical approaches for diverse populations. New York, NY: Routledge.Search in Google Scholar

Helkkula, A. (2011). Characterising the concept of service experience. Journal of Service Management, 22(3), pp. 367–389. doi:10.1108/09564231111136872.10.1108/09564231111136872Open DOISearch in Google Scholar

Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding Relationship Marketing Outcomes. Journal of Service Research, 4(3), pp. 230–247. doi:10.1177/1094670502004003006.10.1177/1094670502004003006Open DOISearch in Google Scholar

Holbrook, M. B., & Hirschman, E. C. (1982), The experiential aspects of consumption: consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), pp. 132–42.10.1086/208906Search in Google Scholar

Holdford, D., & White, S. (1997). Testing Commitment-Trust Theory in Relationships between Pharmacy Schools and Students. American Journal of Pharmaceutical Education, 61, pp. 249–256.Search in Google Scholar

Huang, C., Tsai, K., & Chen, Y. (2015). How do wet markets still survive in Taiwan? British Food Journal, 117 (1), pp. 234–256. 10.1108/bfj-05-2013-0136.1.10.1108/BFJ-05-2013-0136Search in Google Scholar

Hui, M. K., & Bateson, J. E. (1991). Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience. Journal of Consumer Research, 18(2), p. 174. doi:10.1086/209250.10.1086/209250Open DOISearch in Google Scholar

Hurley, R. F. (1998). A customer service behaviour in retail settings: A study of the effect of service provider personality. Journal of the Academy of Marketing Sciences, 26(2), pp. 115–227.10.1177/0092070398262003Search in Google Scholar

Jang, S., Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions: application of an extended Mehrabian–Russell model to restaurants. Journal of Business Research, 62, pp. 451–460.10.1016/j.jbusres.2008.01.038Search in Google Scholar

Kerin, R. A., Jain, A., & Howard, D. J. (1992). Store shopping experience and consumer price-quality-value perceptions. Journal of Retailing, 68(4), pp. 376–397.Search in Google Scholar

Kim, H., & Choi, B. (2013). The Influence of Customer Experience Quality on Customers’ Behavioral Intentions. Services Marketing Quarterly, 34(4), pp. 322–338. doi:10.1080/15332969.2013.827068.10.1080/15332969.2013.827068Open DOISearch in Google Scholar

Kincaid, C., Baloglu, S., Mao, Z., & Busser, J. (2010). What really brings them back? International Journal of Contemporary Hospitality Management, 22 (2), pp. 209–220. doi:10.1108/09596111011018197.10.1108/09596111011018197Open DOISearch in Google Scholar

Klaus, P., & Maklan, S. (2011). EXQ: a multiple-item scale for assessing service experience. Journal of Service Management, 23(1), pp. 5–33.10.1108/09564231211208952Search in Google Scholar

Knapp, J. C., Siegel, D. J. (2009). The business of higher education. Volume 3: Marketing and consumer interests. ABC-CLIO, Santa Barbara.Search in Google Scholar

Lemon, K. N., & Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey. Journal of Marketing, 80(6), pp. 69–96. doi:10.1509/jm.15.0420.10.1509/jm.15.0420Open DOISearch in Google Scholar

Licite, L., & Janmere L. (2018). Student expectations towards physical environment in higher Education. Engineering for Rural Development, pp. 198–1203.10.22616/ERDev2018.17.N361Search in Google Scholar

Liljander, V., & Strandvik, T. (1997). Emotions in service satisfaction. International Journal of Service Industry Management, 8(2), pp. 148–169. doi:10.1108/09564239710166272.10.1108/09564239710166272Open DOISearch in Google Scholar

Lin, J. C., & Liang, H. (2011). The influence of service environments on customer emotion and service outcomes. Managing Service Quality: An International Journal, 21(4), pp. 350–372. doi:10.1108/09604521111146243.10.1108/09604521111146243Open DOISearch in Google Scholar

Liu, Y., & Jang, S. (2009). Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? International Journal of Hospitality Management, 28(3), pp. 338–348. doi:10.1016/j.ijhm.2008.10.008.10.1016/j.ijhm.2008.10.008Open DOISearch in Google Scholar

Lusch, R., & Vargo, S. (2006). Service–dominant logic: reactions, reflections and refinements. Marketing Theory, 6(3), pp. 281–288.10.1177/1470593106066781Search in Google Scholar

Lusch, R. F., Vargo, S. L., & Wessels, G. (2008). Toward a conceptual foundation for service science: contributions from service-dominant logic. IBM Systems Journal, 47(1), pp. 5–14.10.1147/sj.471.0005Search in Google Scholar

Mavondo, F., Tsarenko, Y., & Gabbott, M. (2004). International and local student satisfaction: Resources and capabilities perspective. Journal of Marketing for Higher Education, 14(1), pp. 41–60.10.1300/J050v14n01_03Search in Google Scholar

Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 21, 2007 (February), pp. 117–126.Search in Google Scholar

Michel, S., Vargo, S., & Lusch, R. (2008). Reconfiguration of the conceptual landscape: a tribute to the service logic of Richard Normann. Journal of the Academy of Marketing Science, 36, pp. 152–155.10.1007/s11747-007-0067-8Search in Google Scholar

Moogan, Y. J. (2011). Can a higher education institution’s marketing strategy improve the student-institution match? International Journal of Educational Management, 25(6), 570–589. doi:10.1108/09513541111159068.10.1108/09513541111159068Open DOISearch in Google Scholar

Moore, R., Moore, M. L., & Capella, M. (2005). The impact of customer-to-customer interactions in a high personal contact service setting. Journal of Services Marketing, 19(7), pp. 482–491. doi:10.1108/08876040510625981.10.1108/08876040510625981Open DOISearch in Google Scholar

Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20. doi:10.2307/1252308.10.2307/1252308Open DOISearch in Google Scholar

Morrison, S., & Crane, F. (2007). Building the service brand by creating and managing an emotional brand experience. Journal of Brand Management, 14(5), pp. 410–421. http://dx.doi.org/10.1057/palgrave.bm.255008010.1057/palgrave.bm.2550080Open DOISearch in Google Scholar

Orîndaru, A. (2015). Changing Perspectives on Students in Higher Education. Procedia Economics and Finance, 27, 682–691. doi:10.1016/s2212-5671(15)01049-7.10.1016/s2212-5671(15)01049-7Open DOISearch in Google Scholar

Parahoo, S., Harvey, H., & Tamim, R. (2013). Factors influencing student satisfaction in universities in the Gulf region: Does gender of students matter?. Journal of Marketing for Higher Education, 23(2), pp. 135–154.10.1080/08841241.2013.860940Search in Google Scholar

Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions. Journal of Retailing, 64(1), pp. 12–40.Search in Google Scholar

Pinar, M., Trapp, P., Girard, T., & Boyt, T. E. (2011). Utilizing the brand ecosystem framework in designing branding strategies for higher education. International Journal of Educational Management, 25(7), pp. 724–739. doi:10.1108/09513541111172126.10.1108/09513541111172126Open DOISearch in Google Scholar

Pine, B. J. & Gilmore, J. (1998). Welcome to the experience economy, Harvard Business Review, 78 (1), pp. 97–105.Search in Google Scholar

Pine, J., B., & Gilmore, J. H. (1999).The Experience Economy – Work is Theatre and Every Business A Stage. Boston, MA: Harvard Business School Press.Search in Google Scholar

Prahalad, C. K., & Ramaswamy, V. (2004). The future of competition. Co-creating unique value with customers. paper presented at the Library of Congress Cataloging-in-Publication Data.10.1108/10878570410699249Search in Google Scholar

Prayag, G., Khoo-Lattimore, C., & Sitruk, J. (2014). Casual Dining on the French Riviera: Examining the Relationship Between Visitor’s Perceived Quality, Positive Emotions, and Behavioral Intentions. Journal of Hospitality Marketing & Management, 24(1), pp. 24–46. doi:10.1080/19368623.2014.859114.10.1080/19368623.2014.859114Open DOISearch in Google Scholar

Pugh, S. D. (2001). Service with a smile: emotional contagion in the service encounter. Academy of Management Journal, 44(5), pp. 1018–1027. doi:10.2307/3069445.10.2307/3069445Open DOISearch in Google Scholar

Pullman, M. E., & Gross, M. A. (2004). Ability of experience design elements to elicit emotions and loyalty behaviors. Decision Sciences, 35(3), pp. 551–78.10.1111/j.0011-7315.2004.02611.xSearch in Google Scholar

Schmitt, B. H. (1999).Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, Relate to Your Company and Brands. New York: The Free Press.Search in Google Scholar

Seligman, J. (2012). Creating value in school education marketing through the creation process-a conceptual paper. In: The Management and Leadership of Educational Marketing: Research, Practice And Applications: 15 (Advances In Educational Administration) Kindle Edition. I. Oplatka, & J. Hemsley-Brown (eds).UK: Emerald Group Publishing Limited.10.1108/S1479-3660(2012)0000015013Search in Google Scholar

Slåtten, T., Mehmetoglu, M., Svensson, G., & Sværi, S. (2009). Atmospheric experiences that emotionally touch customers. Managing Service Quality: An International Journal, 19(6), pp. 721–746. doi:10.1108/09604520911005099.10.1108/09604520911005099Open DOISearch in Google Scholar

Stauss, B., & Neuhaus, P. (1997). The qualitative satisfaction model. International Journal of Service Industry Management, 8(3), pp. 236–249. doi:10.1108/09564239710185424.10.1108/09564239710185424Open DOISearch in Google Scholar

Terblanche, N. S. (2014). Customer-Based Corporate Reputation Scale Adapted. PsycTESTS Dataset. doi:10.1037/t47958-000.10.1037/t47958-000Open DOISearch in Google Scholar

Tsai, S.-P. (2005). Integrated Marketing as Management of Holistic Consumer Experience, Business Horizons, 48(5), pp. 431–41.10.1016/j.bushor.2005.02.005Search in Google Scholar

Tsai, W., & Huang, Y. (2002). Mechanisms linking employee affective delivery and customer behavioral intentions. Journal of Applied Psychology, 87(5), pp. 1001–1008. doi:10.1037//0021-9010.87.5.1001.10.1037//0021-9010.87.5.1001Open DOISearch in Google Scholar

Van Winkle, C. M., & Bueddefeld, J. N. (2016). Service-dominant logic and the festival experience. International Journal of Event and Festival Management, 7(3), pp. 237–254. doi:10.1108/ijefm-12-2015-0046.10.1108/ijefm-12-2015-0046Open DOISearch in Google Scholar

Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), pp. 1–17.10.1509/jmkg.68.1.1.24036Search in Google Scholar

Vargo, S. L., & Lusch R. F. (2008). Why “Service”?. Journal of the Academy of Marketing Science, 36(1), pp. 25–38.10.1007/s11747-007-0068-7Search in Google Scholar

Verhoef, P., Lemon, K., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger L. (2009). Customer Experience Creation: Determinants, Dynamics and Management Strategies, Journal of Retailing, 85(1), p. 31.10.1016/j.jretai.2008.11.001Search in Google Scholar

Verhoef, P. C., Neslin, S. A., & Vroomen, B. (2007), Multi-Channel Customer Management: Understanding the Research Shopper Phenomenon, International Journal of Research in Marketing, 24(2), pp. 129–48.10.1016/j.ijresmar.2006.11.002Search in Google Scholar

Voss, C. A. (2003). Rethinking paradigms of service – service in a virtual environment. International Journal of Operations & Production Management, 23(1), pp. 88–104.10.1108/01443570310453271Search in Google Scholar

Wakefield, K. L., & Baker, J. (1998). Excitement at the mall: Determinants and effects on shopping response. Journal of Retailing, 74(4), pp. 515–539. doi:10.1016/s0022-4359(99)80106-7.10.1016/s0022-4359(99)80106-7Open DOISearch in Google Scholar

Walls, A., Okumus, F., Wang, Y., & Kwun, D. J. (2011). Understanding the consumer experience: An exploratory study of luxury hotels. Journal of Hospitality Marketing & Management, 20(2), pp. 166–197. doi:10.1080/19368623.2011.536074.10.1080/19368623.2011.536074Open DOISearch in Google Scholar

Weinstein, A., Johnson, W.C. (1999).Designing and Delivering Superior Customer Value. St Lucie Press, Boca Raton.Search in Google Scholar

Wilkins, S., & Balakrishnan, M. S. (2013). Assessing student satisfaction in transnational higher education. International Journal of Educational Management 27(2), pp. 143–56.10.1108/09513541311297568Search in Google Scholar

Wirtz, J., & Bateson, J. E. G. (1999). Consumer Satisfaction With Services: Integrating the Environment Perspective in Services Marketing Into the Traditional Disconfirmation Paradigm. Journal of Business Research, 44, pp. 55–66.10.1016/S0148-2963(97)00178-1Search in Google Scholar

Yang, Zi-Ying, & Yun, He-Ling (2011). Goal, customer experience and purchase intention in a retail context in China: An empirical study. African Journal of Business Management, 5(16), 6738-6746, 18 August, 2011.Search in Google Scholar

Yu, Y., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management, 12(3), pp. 234–250. doi:10.1108/09564230110393239.10.1108/09564230110393239Open DOISearch in Google Scholar

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2013).Service Marketing: Integrating Customer Focus across the Firm. Boston, MA: McGraw-Hill/Irwin.Search in Google Scholar