Wali, Andy Fred and Wright, Len Tiu (2016) Customer Relationship Management and Service Quality: Influences in Higher Education. Journal of Customer Behaviour, 15 (1). pp. 67-79. ISSN 1475-3928

This study with international students in the UK Higher Education (HE) sector adopts a qualitative research approach to examine the impact of customer relationship management (CRM) and service quality. From the literature six construct themes for measuring customer relationship management were suggested and the interview data with focus groups from a university in the north of Britain were analysed using a thematic template analysis technique. The study showed that an effective CRM programme to improve service quality has the ability of inducing positive advocacy behaviour from its international students. The paper makes a recommendation for policy makers in the higher education sector to embrace investment in CRM.

JCB paper on CRM Service Quality_Influences in UKHE.pdf - Accepted Version

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