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ERIC Number: EJ893995
Record Type: Journal
Publication Date: 2008-Jul
Pages: 11
Abstractor: As Provided
ISSN: ISSN-1990-3839
Measuring Organizational Responses to the Student Complaints in the Perceived Justice Framework: Some Evidence from Northern Cyprus Universities
Ekiz, Erdogan H.; Arasli, Huseyin; Farivarsadri, Guita; Bavik, Ali
Educational Research and Reviews, v3 n7 p246-256 Jul 2008
The main aim of the study is to determine what kind of complaints students have, how universities react to these complaints, and how relevant reactions affect justice perceptions, complainant satisfaction, exit and negative word of mouth intensions of the students. In order to find out students' perceptions on university responses to their complaints, the justice dimensions; procedural, interactional, distributive, from relevant services marketing literature, are utilized. Moreover, the effects of these perceived justice dimensions on students' complaint satisfaction, exit and negative word of mouth intentions are measured. Path analysis results show that all justice dimensions exert significant effects on complainant satisfaction, exit and negative word of mouth intensions. Discussions of the results, implications for university administrations for better marketing activities, limitations and avenues for future research are also presented in the study. (Contains 4 tables and 1 figure.)
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Cyprus