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Title: Measuring organizational responses to the student complaints in the perceived justice framework : some evidence from northern cyprus universities
Authors: Ekiz, HE
Arasli, H
Farivarsadri, G
Bavik, A
Keywords: Student complaints
Perceived justice dimensions
Path analysis
Northern Cyprus Universities
Issue Date: 2008
Publisher: Academic Journals
Source: Educational research and reviews, 2008, v. 3, no. 7, p. 246-256 How to cite?
Journal: Educational research and reviews 
Abstract: The main aim of the study is to determine what kind of complaints students have, how universities reactto 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’ perceptionson university responses to their complaints, the justice dimensions; procedural, interactional,distributive, from relevant services marketing literature, are utilized. Moreover, the effects of theseperceived justice dimensions on students’ complaint satisfaction, exit and negative word of mouthintentions are measured. Path analysis results show that all justice dimensions exert significant effectson complainant satisfaction, exit and negative word of mouth intensions. Discussions of the results,implications for university administrations for better marketing activities, limitations and avenues forfuture research are also presented in the study.
ISSN: 1990-3839
Appears in Collections:Journal/Magazine Article

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