Assessing service climate at an Australian university

Abstract

Presents the findings of a qualitative study of university science, the Student Focus Project, as it relates to the concept of service culture as defined by McCormack, Neil and Triplett. Assessed 24 focus groups of undergraduate students to find out opinions on positive and negative aspects of student life. Concludes that the approach highlighted reliable themes regarding successes and failure of the university service culture.

Citation

Brenders, D.A., Hope, P. and Ninnan, A. (1999), "Assessing service climate at an Australian university", Asia Pacific Journal of Marketing and Logistics, Vol. 11 No. 1, pp. 28-48. https://doi.org/10.1108/13555859910764552