• Publications
  • Influence
Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA
Intense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An instrument developedExpand
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Indonesian students’ perceptions of choice criteria in the selection of a tertiary institution: strategic implications
Intense competition for full‐fee‐paying foreign students in higher education in many countries mandates the need for the identification of the criteria considered important by this customer group forExpand
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Service quality in education: a student perspective
Examines New Zealand business students’ perceptions of service quality in education. Describes a study in which the respondents identified seven determinants of service quality. Unlike prior studies,Expand
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Service quality in the banking sector: the impact of technology on service delivery
The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the roleExpand
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Identifying needs of potential students in tertiary education for strategy development
Competition in the education sector has led a number of providers of higher education to re‐evaluate the level of service provided to its customers. Past research in this area has overlooked theExpand
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Employers' Perceptions of Service Quality in Higher Education
Intense competition in the higher education sector in New Zealand has forced a number of educational institutions to examine the need for assessments of customer-perceived service quality forExpand
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Employers’ and Students’ Perceptions of Service Quality: Potential Problems for Marketing Educators
Reforms in the education sector have been taking place in a number of countries since early 1970s (Ginsberg et al 1991 and Lawson 1992). The refurm of the education sector in New Zealand started withExpand
Diagnosing the Strategic Planning Process in Australian Companies
The long-term success of a company depends on its ability to maintain a sustainable strategic and competitive position. Researchers like Porter (1996) and Tellier & Pecaut (1995) have argued thatExpand
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USING THE IMPORTANCE-PERFORMANCE GRID TO EVALUATE INTERNATIONAL STUDENT PERCEPTIONS OF SERVICE QUALITY IN EDUCATION: AN INVESTIGATION FROM AN AUSTRALIAN COLLEGE PERSPECTIVE
Intense local competition and raising operating costs in the higher education sector in Australia has forced a number of institutions to look at foreign students as a potential lucrative market.Expand
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