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Park S, Kim K. Factors that enhance the perceived quality and student satisfaction of specialized postgraduate programs: the role of identity. TQM 2022. [DOI: 10.1108/tqm-06-2021-0189] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [What about the content of this article? (0)] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeThis study identifies the factors that postgraduate service management programs (PSMPs) in Korean Universities can use to gain competitive advantage.Design/methodology/approachA mixed-method approach was adopted in serial order to verify the role of PSMP identity in the relationship between education service quality and student satisfaction established in prior research. Study 1 is a case study designed to gain a comprehensive understanding of the PSMPs in Korea using data derived through a document review of the sources collected from the official websites of PSMPs. In Study 2, focus group interviews were conducted with students and graduates of PSMPs to gain new insights that would help attain competitive advantage. Finally, a questionnaire survey was conducted in Study 3 to statistically test the relationship between PSMP identity, education service quality and student satisfaction.FindingsEducation service quality has a positive impact on PSMP identity, PSMP identity has a positive impact on student satisfaction and PSMP identity mediates the aforementioned impacts. The results established PSMP identity as a key factor in enhancing its competitiveness.Originality/valueSince PSMPs have a short history and are limited number of cases in Korea, their justification is not well-understood by the general public and companies. This problem is not limited to PSMPs but is also shared by other specialized postgraduate programs. With comprehensive data on and new insights into PSMPs, including the determinants of competitive advantage, the results provide basic evidence for follow-up research and useful information for administrative officers in charge of specialized postgraduate programs.
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Anderson ST, Smith JS. An empirical examination of the impact of tri-dyadic fit on the service experience. Journal of Service Management 2016; 27:299-319. [DOI: 10.1108/josm-10-2014-0271] [Citation(s) in RCA: 8] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [What about the content of this article? (0)] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 02/06/2023]
Abstract
Purpose
– The purpose of this paper is to investigate the customer’s perception of customer-firm, customer-employee, and employee-firm fit and to assess how these fits impact the service experience.
Design/methodology/approach
– The paper looks at the impact of fit on the service experience and focusses on three specific types of dyadic fit: customer-employee; customer-firm; and employee-firm. A conceptual model is presented, accompanied by a detailed development of the hypotheses. A sample of 447 consumers is used to empirically test the proposed model.
Findings
– The analysis reveals the importance of fit and suggest a triadic relationship perspective is essential when designing for the service experience. Specifically, employee-firm fit is key to enhancing fit within the other dyads and providing a superior service experience.
Research limitations/implications
– The main implication is that this paper expands the investigation of fit by examining the interplay of multiple fits while also exploring how they affect the customer experience. The limitations are based primarily on methodology where the use of a survey to collect data rules out potential generalizations of true cause and effect while also potentially being subject to a common method effect.
Practical implications
– Managers should consider adopting a triadic relationship perspective when designing for the service experience. A number of managerial implications are proposed and discussed.
Originality/value
– Prior research has not explored the impact of fit among the customer-employee, customer-firm, and employee-firm dyads in one model on an important outcome such as the service experience. In addition, to show that customer-employee, customer-firm, and employee-firm dyadic fits are predictors of the service experience is novel.
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