Abbas, J. (2020). Service quality in higher education institutions: qualitative evidence from the students’ perspectives using Maslow hierarchy of needs. International Journal of Quality and Service Sciences, 12(3), 371-384.
Al-Alak, B. A. (2006). The impact of marketing actions on relationship quality in the higher education sector in Jordan. Journal of Marketing for Higher Education, 16(2), 1-23.
Al-alak, B. A. (2014). Impact of marketing activities on relationship quality in the Malaysian banking sector. Journal of Retailing and consumer Services, 21(3), 347-356.
Alam, G. M., & Khalifa, M. T. B. (2009). The impact of introducing a business marketing approach to education: A study on private HE in Bangladesh. African Journal of Business Management, 3(9), 463-474.
Alcaide-Pulido, P., Alves, H., & Gutiérrez-Villar, B. (2017). Development of a model to analyze HEI image: A case based on a private and a public university. Journal of Marketing for Higher Education, 27(2), 162-187.
Awan, U., Kraslawski, A., & Huiskonen, J. (2017). Understanding the relationship between stakeholder pressure and sustainability performance in manufacturing firms in Pakistan. Procedia Manufacturing, 11, 768-777.
Bagheri, M., Amini, A., Nikbakht, A., & Shayegh, A. (2020). Brand image, attitude to education and the role of electronic word of mouth communication (Case Study: Shiraz University). Journal of Educational Planning Studies, 9(17), 81-106.(in Persian)
Balmer, J. M., Mahmoud, R., & Chen, W. (2020). Impact of multilateral place dimensions on corporate brand attractiveness and identification in higher education: Business school insights. Journal of Business Research, 116, 628-641.
Berry, L. L., Carbone, L. P., & Haeckel, S. H. (2002). Managing the total customer experience. MIT Sloan management review, 43(3), 85-89.
Braun, J., & Zolfagharian, M. (2016). Student participation in academic advising: Propensity, behavior, attribution and satisfaction. Research in Higher Education, 57(8), 968-989.
Casidy, R. (2014). Linking brand orientation with service quality, satisfaction, and positive word-of-mouth: Evidence from the higher education sector. Journal of Nonprofit & Public Sector Marketing, 26(2), 142-161.
Casidy, R., & Wymer, W. (2016). Linking prestige perception with consumption experience, loyalty, and WOM. Marketing Intelligence & Planning, 34(4), 540–558.
Cetin, G., & Dincer, F. I. (2014). Influence of customer experience on loyalty and word-of-mouth in hospitality operations. Anatolia, 25(2), 181-194.
Chang, K. C., Chen, M.C and Hsu, C.L. (2010).Applying loss aversion to assess the effect of customers’ asymmetric responses to service quality on post-dining behavioral intentions: An empirical survey in the restaurant sector.International Journal of Hospitality Management. 29, 620-631.
Chapleo, C. (2015). Brands in higher education: Challenges and potential strategies. International Studies of Management & Organization, 45(2), 150-163.
Chen, Y. C. (2015). A study of the interrelationships among service recovery, relationship quality, and brand image in higher education industries. The Asia-Pacific Education Researcher, 24(1), 81-89.
Chiang, H. S., & Chen, C. C. (2014). Exploring switch intention of users’ reading behaviour. The Electronic Library, 32(4), 434-457.
Chikazhe, L., Bhebhe, T., Nyagadza, B., Munyanyi, E., & Singizi, T. (2022). The role of self-service technology and graduates’ perceived job performance in assessing university service quality. Quality Assurance in Education, (ahead-of-print).
Choi, H., & Tak, S. H. (2022). Nurses’ behavioral intention in using virtual clinical simulation training: By structural equation modeling. Nurse Education in Practice, 65, 103492.
Cho, Y. J., Wang, Y., & Hsu, L. L. I. (2016). Constructing Taiwan's low-carbon tourism development suitability evaluation indicators. Asia Pacific Journal of Tourism Research, 21(6), 658-677.
Clemes, M. D., Gan, C., Kao, T. H., & Choong, M. (2008). An empirical analysis of customer satisfaction in international air travel. Innovative Marketing, 4(2), 50-62.
Curtis, T., Abratt, R., & Minor, W. (2009). Corporate brand management in higher education: the case of ERAU. Journal of Product & Brand Management, 18(6), 404-413.
Dawi, N. M., Jusoh, A., Streimikis, J., & Mardani, A. (2018). The influence of service quality on customer satisfaction and customer behavioral intentions by moderating role of switching barriers in satellite pay TV market. Economics & Sociology, 11(4), 198-218.
Dennis, C., Papagiannidis, S., Alamanos, E., & Bourlakis, M. (2016). The role of brand attachment strength in higher education. Journal of Business Research, 69(8), 3049-3057.
DeShields Jr, O. W., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: applying Herzberg's two-factor theory. International journal of educational management, 19(2), 128-139.
Donthu, N., & Yoo, B. (1998). Cultural influences on service quality expectations. Journal of service research, 1(2), 178-186.
Ebrahimi, A., Imankhan, N., & Esmaeli, A. (2015). A model of explaining the factors influencing on intention of internet news websites users (Case study: Student of Semnan University). Journal of Information Technology Management, 7(3), 473-492.(in Persian)
Eiglier, P. (2004). Marketing et stratégie des services. Paris, Economica, Gestion, 1st ed.
Elken, M., Hovdhaugen, E., & Stensaker, B. (2016). Global rankings in the Nordic region: challenging the identity of research-intensive universities?. Higher Education, 72(6), 781-795.
Fichter, D., & Wisniewski, J. (2017). Tackling the omnichannel experience with customer journey mapping. Computers in Libraries, 37(8), 4-7.
Galeeva, R. B. (2016). SERVQUAL application and adaptation for educational service quality assessments in Russian higher education. Quality Assurance in Education, 24(3), 329-348.
Ghorbanzadeh, D. (2022). The role of website features in the branding of higher education institutions. Journal of Applied Research in Higher Education, (ahead-of-print).
Guilbault, M. (2018). Students as customers in higher education: The (controversial) debate needs to end. Journal of retailing and consumer services, 40(1), 295-298.
Gustafsson, A. (2009). Customer satisfaction with service recovery. Journal of Business Research, 62(11), 1220-1222.
Helgesen, Ø., & Nesset, E. (2007). Images, satisfaction and antecedents: Drivers of student loyalty? A case study of a Norwegian university college. Corporate Reputation Review, 10(1), 38-59.
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: an integration of relational benefits and relationship quality. Journal of service research, 4(3), 230-247.
Huang, D. H., & Chueh, H. E. (2022). Behavioral intention to continuously use learning apps: A comparative study from Taiwan universities. Technological Forecasting and Social Change, 177, 121531.
Huddleston Jr, T., & Karr, M. B. (1982). Assessing College Image. College and University, 57(4), 364-70.
Hwang, Y. S., & Choi, Y. K. (2019). Higher education service quality and student satisfaction, institutional image, and behavioral intention. Social Behavior and Personality: an international journal, 47(2), 1-12.
Iman, N. (2018). Is mobile payment still relevant in the fintech era?. Electronic Commerce Research and Applications, 30, 72-82.
Jevons, C. (2006). Universities: a prime example of branding going wrong. Journal of Product & Brand Management. 15(7), 466-467.
Jiang, Z., Lamothe, J., & Benaben, F. (2017). A monitoring framework of collaborative supply chain for agility. IFAC-PapersOnLine, 50(1), 13072-13077.
Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91-97.
Khatri, P., & Sharma, Y. A. (2011). Towards developing an ethical institutional brand. On the Horizon, 19(3), 196–206.
Khoi, B. H., Dai, D. N., Lam, N. H., & Van Chuong, N. (2019, January). The Relationship Among Education Service Quality, University Reputation and Behavioral Intention in Vietnam. In International Econometric Conference of Vietnam (pp. 273-281). Springer, Cham.
Kotler, P., & Fox, K. F. (1995). Strategic marketing for educational institutions. Prentice Hall.
Kotler, P., & McDougall, G. H. G. (1983). Principles of marketing. Upper Saddle River, NJ: Prentice Hall.
Ladhari, R., Souiden, N., & Dufour, B. (2017). The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions. Journal of Retailing and Consumer Services, 34, 10-18.
Lee, M. N. (2004). Global trends, national policies and institutional responses: Restructuring higher education in Malaysia. Educational Research for Policy and Practice, 3(1), 31-46.
Li, X., & Roberts, J. (2012). A stages approach to the internationalization of higher education? The entry of UK universities into China. The Service Industries Journal, 32(7), 1011-1038.
Maklan, S., Antonetti, P., & Whitty, S. (2017). A better way to manage customer experience: Lessons from the Royal Bank of Scotland. California Management Review, 59(2), 92-115.
Maringe, F., & Gibbs, P. (2008). Marketing higher education: Theory and practice. McGraw-Hill Education (UK).
McClelland, G. H., Irwin, J. R., Disatnik, D., & Sivan, L. (2017). Multicollinearity is a red herring in the search for moderator variables: A guide to interpreting moderated multiple regression models and a critique of Iacobucci, Schneider, Popovich, and Bakamitsos (2016). Behavior research methods, 49(1), 394-402.
Melewar, T. C., & Akel, S. (2005). The role of corporate identity in the higher education sector. Corporate Communications: An International Journal, 10(1), 41–57.
Menon, M., Rama, K., Lakshmi, T. K. S., & Bhat, V. D. (2007). Quality indicators for teacher education. National Assessment and Accreditation Council (NAAC) & Commonwealth of Learning (COL), Karnataka, INDIA. Retrieved from http://www.naacindia.org.
Mourad, M., Ennew, C., & Kortam, W. (2011). Branding equity in higher education. Marketing Intelligence & Planning, 29(4), 403–420.
Nguyen, N., & LeBlanc, G. (2001). Image and reputation of higher education institutions in students’ retention decisions. International journal of educational management, 15(6), 303–311.
Olavarría-Jaraba, A., Cambra-Fierro, J. J., Centeno, E., & Vázquez-Carrasco, R. (2018). Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico. Journal of Retailing and Consumer Services, 42, 78-87.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: McGraw-Hill.
O'Loughlin, D., MacPhail, A., & Msetfi, R. (2015). The rhetoric and reality of research reputation:‘Fur coat and no knickers’. Studies in Higher Education, 40(5), 806-820.
Paposa, S. S., Ukinkar, V. G., & Paposa, K. K. (2019). Service quality and customer satisfaction: variation in customer perception across demographic profiles in life insurance industry. International journal of innovative technology and exploring engineering, 8(10), 3767-3775.
Parente, R. C., Geleilate, J. M. G., & Rong, K. (2018). The sharing economy globalization phenomenon: A research agenda. Journal of International Management, 24(1), 52-64.
Pedro, E., Mendes, L., & Lourenço, L. (2018). Perceived service quality and students’ satisfaction in higher education: The influence of teaching methods. International Journal for Quality Research, 12, 165–192.
Pianta, R. C., Hamre, B. K., & Allen, J. P. (2012). Teacher-student relationships and engagement: Conceptualizing, measuring, and improving the capacity of classroom interactions. In Handbook of research on student engagement (pp. 365-386). Springer, Boston, MA.
Prasad, R. K., & Jha, M. K. (2013). Quality measures in higher education: A review and conceptual model. Journal of Research in Business and management, 1(3), 23-40.
Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47, 40-48.
Raji, R. A., Rashid, S., & Ishak, S. (2019). The mediating effect of brand image on the relationships between social media advertising content, sales promotion content and behaviuoral intention. Journal of Research in Interactive Marketing.
Roberts, K., Varki, S., & Brodie, R. (2003). Measuring the quality of relationships in consumer services: an empirical study. European Journal of marketing, 37(1/2), 169-196.
Safari, A., Abdollahi, B., & Sabouri, F. (2019). The impact of collaboration between school teachers on process quality improvement Teaching 2_ Learning. School Administration, 7(3), 193-179.(in Persian)
Santos, G., Marques, C. S., Justino, E., & Mendes, L. (2020). Understanding social responsibility’s influence on service quality and student satisfaction in higher education. Journal of cleaner production,256, 120597.
Sheng-Li, S., Xiao-Yue, Y., Hu-Chen, L., & Zhang, P. (2018). DEMATEL Technique: A Systematic Review of the State-of-the-Art Literature on Methodologies and Applications. Mathematical Problems in Engineering, 2018.
Snijders, I., Wijnia, L., Rikers, R. M., & Loyens, S. M. (2019). Alumni loyalty drivers in higher education. Social Psychology of Education, 22(3), 607-627.
Snijders, I., Wijnia, L., Rikers, R. M., & Loyens, S. M. (2020). Building bridges in higher education: Student-faculty relationship quality, student engagement, and student loyalty. International Journal of Educational Research, 100, 101538.
Sojkin, B., Bartkowiak, P., & Skuza, A. (2012). Determinants of higher education choices and student satisfaction: the case of Poland. Higher education, 63(5), 565-581.
Subrahmanyam, A. (2017). Relationship between service quality, satisfaction, motivation and loyalty. Quality Assurance in Education, 25(2), 171-188.
Sultan, P., & Wong, H. Y. (2010). Service quality in higher education–a review and research agenda. International Journal of Quality and Service Sciences. 2(2), 259-272
Sultan, P., & Wong, H. Y. (2013). Antecedents and consequences of service quality in a higher education context: A qualitative research approach. Quality Assurance in Education, 21, 70–95.
Sultan, P., & Wong, H. Y. (2019). How service quality affects university brand performance, university brand image and behavioural intention: The mediating effects of satisfaction and trust and moderating roles of gender and study mode. Journal of Brand Management, 26(3), 332-347.
Sung, M., & Yang, S. U. (2008). Toward the model of university image: The influence of brand personality, external prestige, and reputation. Journal of public relations research, 20(4), 357-376.
Tan, P. S. H., Choong, Y. O., & Chen, I. C. (2021). The effect of service quality on behavioural intention: the mediating role of student satisfaction and switching barriers in private universities. Journal of Applied Research in Higher Education.
Thuy, P. N. (2016). Customer participation to co-create value in human transformative services: a study of higher education and health care services. Service business, 10(3), 603-628.
Thuy, V. T. N., & Thao, H. D. P. (2017). Impact of students’ experiences on brand image perception: the case of Vietnamese higher education. International Review on Public and Nonprofit Marketing, 14(2), 217-251.
Van Ginkel, H. J., & Rodrigues Dias, M. A. (2007). Institutional and political challenges of accreditation at the international level. Report: Higher Education in the World 2007: Accreditation for Quality Assurance: What is at Stake?.
Van Vught, F. (2008). Mission diversity and reputation in higher education. Higher Education Policy, 21(2), 151-174.
Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017). Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens. Journal of Business Research, 79, 269-280.
Wardley, L. J., Bélanger, C. H., & Leonard, V. M. (2013). Institutional commitment of traditional and non-traditional-aged students: a potential brand measurement?. Journal of Marketing for Higher Education, 23(1), 90-112.
Wei, P. C., Hung, H. C., Yang, H. C., Hsu, Y. J. A., & Ma, Z. (2010). Examination of the influence of service quality on membership renewal in fitness centers in San Francisco Bay Area.
Journal of Service Science (JSS),
3(2).
https://doi.org/10.19030/jss.v3i2.366.
Wilkins, S., Balakrishnan, M. S., & Huisman, J. (2012). Student choice in higher education: Motivations for choosing to study at an international branch campus. Journal of Studies in International Education, 16(5), 413-433.
Wilson, E. J., & Elliot, E. A. (2016). Brand meaning in higher education: Leaving the shallows via deep metaphors. Journal of Business Research, 69(8), 3058-3068.
Wong, T. K., Parent, A. M., & Konishi, C. (2019). Feeling connected: the roles of student-teacher relationships and sense of school belonging on future orientation. International Journal of Educational Research, 94, 150-157.
Wymer, W., & Casidy, R. (2015). The influence of university brand strength on student satisfaction, loyalty, and word-of-mouth. In Academy of Management Proceedings (Vol. 2015, No. 1, p. 12920). Briarcliff Manor, NY 10510: Academy of Management.
Yasini, A., Niku, A., Taban, M., & Purashraf, Y. (2017). Designing a Model for Higher Education Marketing in Iran. Journal of Business Management, 9(2), 415-438.(in Persian)
Yeo, G. T., Thai, V. V., & Roh, S. Y. (2015). An analysis of port service quality and customer satisfaction: The case of Korean container ports. The Asian Journal of Shipping and Logistics, 31(4), 437-447.
Zarei, M., Motazedian, F., & Mirzakoochakkhoshnevis, A. (2021). Evaluation of Green Spaces in the Elementary Schools with an Emotional-Oriented approach. School Administration, 9(2), 135-165.