Student-to-Student Interactions in Marketing Education: A Critical Incident Technique-Based Inquiry Into Drivers of Students’ (Dis)Satisfaction

Gnusowski, Marek; Schoefer, Klaus

doi:10.1177/02734753211027617

Cited by 6 publications

(2 citation statements)

References 95 publications

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“…Dessa forma, mesmo um ambiente de menor interação entre consumidores aparenta beneficiar-se do intercâmbio entre os clientes. A interação entre estudantes pode afetar a experiência dos universitários em sala de aula, aumentando ou reduzindo a satisfação (Gnusowski;Schoefer, 2022).…”

Section: Referencial Teóricounclassified

O Papel Da Interação Em Serviços Na Identificação Consumidorempresa: Uma Abordagem No Contexto De Ensino Superior

Frio,

Araujo,

Kolosque

2024

REAd. Rev. eletrôn. adm. (Porto Alegre)

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RESUMO Este estudo investiga a interação em serviços entre estudantes universitários e funcionários, explorando seu impacto na identificação do estudante com a universidade e o boca a boca positivo resultante dessa identificação. Utilizando teorias de identidade social, impacto social e a perspectiva de cadeia serviço-lucro, a pesquisa analisa como a percepção do consumidor em relação a um grupo social, ou sua identificação, influencia seu envolvimento voluntário nos serviços. Uma pesquisa descritiva e quantitativa, com 229 estudantes de duas universidades brasileiras, foi conduzida. Os dados foram fundamentados na técnica de modelagem de equações estruturais baseadas na covariância. Os resultados destacam que a interação com funcionários e a percepção de outros clientes têm impacto positivo na relação estudante-universidade. O estudo confirma que o boca a boca é explicado pela identificação do consumidor com a universidade, sustentando essa relação sob uma perspectiva unidimensional. Além disso, os resultados fortalecem as conexões do construto identificação consumidor-empresa no contexto de serviços, enriquecendo a validade externa ao ser avaliado no ambiente de ensino superior.

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Section: Referencial Teóricounclassified

O Papel Da Interação Em Serviços Na Identificação Consumidorempresa: Uma Abordagem No Contexto De Ensino Superior

Frio,

Araujo,

Kolosque

2024

REAd. Rev. eletrôn. adm. (Porto Alegre)

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“…In universities, students form connections with other students studying the same or different curriculum (Johnson, 1981). Researchers (Glaeser et al, 2000; Gnusowski & Schoefer, 2022) revealed that these connections have a great many implications on students’ satisfaction with their institutions. Respect, self-esteem, role competency, and honesty were found to be essential for relational trust in institutes (Bryk & Schneider, 2002).…”

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

Understanding the Maintenance of Students’ Trust in Universities from Estonian Context

Toyon

2023

Management and Labour Studies

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Universities are institutions governed by management principles and practices. Understanding the factors affecting the trust students repose in universities can provide useful insights into the management of these organizations. This study intends to investigate the factors that contribute to the trust students have in universities, specifically in terms of how well the institution prepares students for employment. For this, the study has used Estonia-based data from the Eurostudent-VII survey to examine the perceptions students have. Factors have been identified using factor analysis techniques and the substantiated effect these factors have on student trust using structural equation modelling. The study revealed that the level of trust students have in their university is influenced by student–teacher relations as well as career-support services. The interest taken by lecturers in what students have to say and their willingness to motivate their students to do their best, coupled with the assistance provided to students to help balance their studies, family, and paid work, all have a positive impact on students’ trust in universities for future employment. In addition to fostering academic discourse on student trust in the Estonian context of trust literature, the findings of this study have implications for university policies and practices, suggesting the importance of nurturing positive relationships between students and teachers, as well as providing relevant and high-quality career services.

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Co-creation in higher education and quality of college life: The roles of students’ co-creation effort, interactions, and mindfulness

Diep

Phong

Tho

2023

The International Journal of Management Education

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Student-to-Student Interactions in Marketing Education: A Critical Incident Technique-Based Inquiry Into Drivers of Students’ (Dis)Satisfaction

Cited by 6 publications

References 95 publications

O Papel Da Interação Em Serviços Na Identificação Consumidorempresa: Uma Abordagem No Contexto De Ensino Superior

O Papel Da Interação Em Serviços Na Identificação Consumidorempresa: Uma Abordagem No Contexto De Ensino Superior

Understanding the Maintenance of Students’ Trust in Universities from Estonian Context

Co-creation in higher education and quality of college life: The roles of students’ co-creation effort, interactions, and mindfulness

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