The Service Encounter In Higher Education Institutions: A Systematic Literature Review
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DOI: 10.30525/2256-0742/2021-7-3-20-28
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References listed on IDEAS
- Nobuyuki Fukawa & Sunil Erevelles, 2014. "Perceived Reasonableness and Morals in Service Encounters," Journal of Business Ethics, Springer, vol. 125(3), pages 381-400, December.
- Voorhees, Clay M. & Fombelle, Paul W. & Gregoire, Yany & Bone, Sterling & Gustafsson, Anders & Sousa, Rui & Walkowiak, Travis, 2017. "Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens," Journal of Business Research, Elsevier, vol. 79(C), pages 269-280.
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More about this item
Keywords
service encounter; moment of truth; higher education institutions; service evaluation; customer satisfaction; service quality;All these keywords.
JEL classification:
- I23 - Health, Education, and Welfare - - Education - - - Higher Education; Research Institutions
- L80 - Industrial Organization - - Industry Studies: Services - - - General
- L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
- M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
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