Student Satisfaction Guarantees: An Empirical Examination of Attitudes, Antecedents, and Consequences
Abstract
In guaranteeing the satisfaction of undergraduate students with the instructor’s performance, Gremler and McCollough in previous studies reported that undergraduate studentsgen erally approve of the concept of offering a student satisfaction guarantee for a course. Although they provided both qualitative and quantitative measures of students’attitudes concerning the guarantee, left unresolved is how students’ attitudes toward the guarantee might possibly affect their attitudes toward their overall classroom experience, including their attitude of the instructor’s efforts, their own efforts, and their satisfaction with classroom learning outcomes. This research presents and empirically evaluates a student satisfaction guarantee model. Lessons learned have implications not only for student satisfaction guarantees but for service guarantees in general.
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Study-satisfaction is a relevant factor for universities as it raises the attractiveness of higher education institutions.
“Studysatisfaction is a relevant factor for universities as it raises the attractiveness of higher education institutions (Gremler & McCollough, 2002).”
From Online learning readiness and attitudes towards gaming in gamified online learning – a mixed methods case study (2018) · cites this paper as Gremler & McCollough, 2002
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- Authors
- Gremler, D. D., & McCollough, M. A.
- Affiliations
- Bowling Green State University (US)
- University of Idaho (US)
- ORCID
- Gremler, Dwayne D.
- Venue
- Journal of Marketing Education
- Publisher
- SAGE Publications
- Published
- 2002-08
- Volume
- 24
- Issue
- 2
- Pages
- 150-160
- ISSN
- 0273-4753 (ISSN-L)
- 1552-6550
- OpenAlex
- W2018693602
- Cited by
- 93
- References
- 33
- Citations by year
- 2026: 2 · 2024: 2 · 2023: 3 · 2022: 7 · 2021: 8 · 2020: 2 · 2019: 5 · 2018: 3 · 2017: 7 · 2016: 4 · 2015: 4 · 2014: 3 · 2013: 2 · 2012: 4
- FWCI
- 5.19
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Marketing Education (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Education › Evaluation of Teaching Practices
- Social Sciences › Business, Management and Accounting › Management of Technology and Innovation › Management and Marketing Education
- Keywords
- student attitudes, instructor performance, classroom experience, service guarantees, undergraduate students, antecedents of satisfaction
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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