Service Quality in Higher Education: Where are We and Where to Go?
2021
This chapter reviews service quality issues in the context of higher education. More specifically, it reviews the progression of the literature on service quality in the higher education sector, thereby leading to the development of a holistic model on this topic. The review focuses on only empirical findings. Based on these findings and the holistic model, it provides directions for future research which can potentially fill research gaps in the literature.
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