A review of service quality from the last three decades: reflections from the UK and Italian Higher Education sectors

Emilia Barone; Nina Anderson; Mercy Namonet; Michele Cano

A review of service quality from the last three decades: reflections from the UK and Italian Higher Education sectors

Emilia Barone
, Nina Anderson
, Mercy Namonet
, Michele Cano^*

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

64 Downloads (Pure)

Abstract

Purpose
This study was overseen with the intentions of analytical assessment of the various techniques applied in service quality over the past three decades, their footprint on customer satisfaction and also to point out concern for further investigation.

Methodology
The aims were carried out through a theoretical desk research on different research on service quality starting from 1985 to 2015. Conclusions were drawn based on the findings from literature and comparative reflections based on UK and Italian higher education perspectives.

Findings
The study divulges that the techniques employed in service quality have great impressions on customer satisfaction. The study also revealed that customer satisfaction is not dependent on service quality and all its dimensions only but that customer satisfaction depends on other factors such as the time of the service, personal factors, price, values etc. The study also shows that service quality assessment cannot be generalized for all type of services, but that service quality assessment depends on the type of service settings, situations, time, need etc.

Practical implications
The practical implications from this research is to give those involved in service quality within higher education, the reflections on changes over the last three decades with a view to determining trends for the future.

Originality/value
This research reflects on changes in service quality within the higher education sector over the past three decades.

Original language	English
Title of host publication	19th Toulon-Verona International Conference Excellence in Services
Subtitle of host publication	University of Huelva, (Spain), 5 and 6 September 2016
Editors	Claudio Baccarani, Jacques Martin
Place of Publication	Huelva, Spain
Pages	77-93
Number of pages	17
ISBN (Electronic)	9788890432767
Publication status	Published - 30 Sept 2016
Event	19th Toulon-Verona International Conference: Excellence in Services - University of Huelva, Huelva, Spain Duration: 5 Sept 2016 → 6 Sept 2016

Conference

Conference	19th Toulon-Verona International Conference
Country/Territory	Spain
City	Huelva
Period	5/09/16 → 6/09/16

Keywords

Service quality
Customer satisfaction
Service delivery
Higher education

Access to Document

2016 09 3 Barone et al Service acceptedAccepted author manuscript, 394 KB

http://sites.les.univr.it/eisic/wp-content/uploads/2018/07/Barone-Anderson-Namonet-Cano.pdf

Cite this

Barone, E., Anderson, N., Namonet, M., & Cano, M. (2016). A review of service quality from the last three decades: reflections from the UK and Italian Higher Education sectors. In C. Baccarani, & J. Martin (Eds.), 19th Toulon-Verona International Conference Excellence in Services: University of Huelva, (Spain), 5 and 6 September 2016 (pp. 77-93). http://sites.les.univr.it/eisic/wp-content/uploads/2018/07/Barone-Anderson-Namonet-Cano.pdf

Barone, Emilia ; Anderson, Nina ; Namonet, Mercy et al. / A review of service quality from the last three decades : reflections from the UK and Italian Higher Education sectors. 19th Toulon-Verona International Conference Excellence in Services: University of Huelva, (Spain), 5 and 6 September 2016. editor / Claudio Baccarani ; Jacques Martin. Huelva, Spain, 2016. pp. 77-93

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title = "A review of service quality from the last three decades: reflections from the UK and Italian Higher Education sectors",

abstract = "Purpose This study was overseen with the intentions of analytical assessment of the various techniques applied in service quality over the past three decades, their footprint on customer satisfaction and also to point out concern for further investigation. Methodology The aims were carried out through a theoretical desk research on different research on service quality starting from 1985 to 2015. Conclusions were drawn based on the findings from literature and comparative reflections based on UK and Italian higher education perspectives. Findings The study divulges that the techniques employed in service quality have great impressions on customer satisfaction. The study also revealed that customer satisfaction is not dependent on service quality and all its dimensions only but that customer satisfaction depends on other factors such as the time of the service, personal factors, price, values etc. The study also shows that service quality assessment cannot be generalized for all type of services, but that service quality assessment depends on the type of service settings, situations, time, need etc. Practical implications The practical implications from this research is to give those involved in service quality within higher education, the reflections on changes over the last three decades with a view to determining trends for the future. Originality/value This research reflects on changes in service quality within the higher education sector over the past three decades.",

keywords = "Service quality, Customer satisfaction, Service delivery, Higher education",

author = "Emilia Barone and Nina Anderson and Mercy Namonet and Michele Cano",

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month = sep,

day = "30",

language = "English",

pages = "77--93",

editor = "Claudio Baccarani and Jacques Martin",

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Barone, E, Anderson, N, Namonet, M & Cano, M 2016, A review of service quality from the last three decades: reflections from the UK and Italian Higher Education sectors. in C Baccarani & J Martin (eds), 19th Toulon-Verona International Conference Excellence in Services: University of Huelva, (Spain), 5 and 6 September 2016. Huelva, Spain, pp. 77-93, 19th Toulon-Verona International Conference, Huelva, Spain, 5/09/16. <http://sites.les.univr.it/eisic/wp-content/uploads/2018/07/Barone-Anderson-Namonet-Cano.pdf>

A review of service quality from the last three decades: reflections from the UK and Italian Higher Education sectors. / Barone, Emilia; Anderson, Nina; Namonet, Mercy et al.
19th Toulon-Verona International Conference Excellence in Services: University of Huelva, (Spain), 5 and 6 September 2016. ed. / Claudio Baccarani; Jacques Martin. Huelva, Spain, 2016. p. 77-93.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - A review of service quality from the last three decades

T2 - 19th Toulon-Verona International Conference

AU - Barone, Emilia

AU - Anderson, Nina

AU - Namonet, Mercy

AU - Cano, Michele

PY - 2016/9/30

Y1 - 2016/9/30

N2 - Purpose This study was overseen with the intentions of analytical assessment of the various techniques applied in service quality over the past three decades, their footprint on customer satisfaction and also to point out concern for further investigation. Methodology The aims were carried out through a theoretical desk research on different research on service quality starting from 1985 to 2015. Conclusions were drawn based on the findings from literature and comparative reflections based on UK and Italian higher education perspectives. Findings The study divulges that the techniques employed in service quality have great impressions on customer satisfaction. The study also revealed that customer satisfaction is not dependent on service quality and all its dimensions only but that customer satisfaction depends on other factors such as the time of the service, personal factors, price, values etc. The study also shows that service quality assessment cannot be generalized for all type of services, but that service quality assessment depends on the type of service settings, situations, time, need etc. Practical implications The practical implications from this research is to give those involved in service quality within higher education, the reflections on changes over the last three decades with a view to determining trends for the future. Originality/value This research reflects on changes in service quality within the higher education sector over the past three decades.

AB - Purpose This study was overseen with the intentions of analytical assessment of the various techniques applied in service quality over the past three decades, their footprint on customer satisfaction and also to point out concern for further investigation. Methodology The aims were carried out through a theoretical desk research on different research on service quality starting from 1985 to 2015. Conclusions were drawn based on the findings from literature and comparative reflections based on UK and Italian higher education perspectives. Findings The study divulges that the techniques employed in service quality have great impressions on customer satisfaction. The study also revealed that customer satisfaction is not dependent on service quality and all its dimensions only but that customer satisfaction depends on other factors such as the time of the service, personal factors, price, values etc. The study also shows that service quality assessment cannot be generalized for all type of services, but that service quality assessment depends on the type of service settings, situations, time, need etc. Practical implications The practical implications from this research is to give those involved in service quality within higher education, the reflections on changes over the last three decades with a view to determining trends for the future. Originality/value This research reflects on changes in service quality within the higher education sector over the past three decades.

KW - Service quality

KW - Customer satisfaction

KW - Service delivery

KW - Higher education

M3 - Conference contribution

SP - 77

EP - 93

BT - 19th Toulon-Verona International Conference Excellence in Services

A2 - Baccarani, Claudio

A2 - Martin, Jacques

CY - Huelva, Spain

Y2 - 5 September 2016 through 6 September 2016

ER -

A review of service quality from the last three decades: reflections from the UK and Italian Higher Education sectors

Abstract

Conference

Keywords

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Cite this