{"id":"https://openalex.org/W2138873997","doi":"https://doi.org/10.1177/0273475399212005","title":"Guaranteeing Student Satisfaction: An Exercise in Treating Students as Customers","display_name":"Guaranteeing Student Satisfaction: An Exercise in Treating Students as Customers","publication_year":1999,"publication_date":"1999-08-01","ids":{"openalex":"https://openalex.org/W2138873997","doi":"https://doi.org/10.1177/0273475399212005","mag":"2138873997"},"language":"en","primary_location":{"id":"doi:10.1177/0273475399212005","doi":"https://doi.org/10.1177/0273475399212005","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0273475399212005","pdf_url":null,"source":{"id":"https://openalex.org/S153861934","display_name":"Journal of Marketing Education","issn_l":"0273-4753","issn":["0273-4753","1552-6550"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-140","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Marketing Education","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5022770417","display_name":"Michael A. McCollough","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Michael A. McCollough","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5023659750","display_name":"Dwayne D. Gremler","orcid":"https://orcid.org/0000-0002-2561-8101","observed_orcids":["https://orcid.org/0000-0002-2561-8101"]},"institutions":[{"id":"https://openalex.org/I155093810","display_name":"University of Idaho","ror":"https://ror.org/03hbp5t65","country_code":"US","type":"education","lineage":["https://openalex.org/I155093810"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Dwayne D. Gremler","raw_affiliation_strings":["Department of Business, College of Business and Economics, at the University of Idaho"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business, College of Business and Economics, at the University of Idaho","institution_ids":["https://openalex.org/I155093810"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":3400,"currency":"USD","value_usd":3400},"apc_paid":null,"fwci":14.4043,"has_fulltext":false,"cited_by_count":116,"citation_normalized_percentile":{"value":0.98635218,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"21","issue":"2","first_page":"118","last_page":"130"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12671","display_name":"Management and Marketing Education","score":0.6723999977111816,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12671","display_name":"Management and Marketing Education","score":0.6723999977111816,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.1860000044107437,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11039","display_name":"Evaluation of Teaching Practices","score":0.13279999792575836,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-guarantees","display_name":"service guarantees","score":0.9300000071525574},{"id":"https://openalex.org/keywords/student-satisfaction","display_name":"student satisfaction","score":0.9710000157356262},{"id":"https://openalex.org/keywords/instructor-performance","display_name":"instructor performance","score":0.8539999723434448},{"id":"https://openalex.org/keywords/undergraduate-teaching","display_name":"undergraduate teaching","score":0.6240000128746033},{"id":"https://openalex.org/keywords/student-feedback","display_name":"student feedback","score":0.7239999771118164},{"id":"https://openalex.org/keywords/marketing-education","display_name":"marketing education","score":0.49900001287460327}],"concepts":[{"id":"https://openalex.org/C56995899","wikidata":"https://www.wikidata.org/wiki/Q1126687","display_name":"Focus group","level":2,"score":0.5571738481521606},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5320150852203369},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5142087936401367},{"id":"https://openalex.org/C192209626","wikidata":"https://www.wikidata.org/wiki/Q190909","display_name":"Focus (optics)","level":2,"score":0.4583951234817505},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.4538004994392395},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2613680958747864},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.14007747173309326},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.08220678567886353},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C120665830","wikidata":"https://www.wikidata.org/wiki/Q14620","display_name":"Optics","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1177/0273475399212005","doi":"https://doi.org/10.1177/0273475399212005","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0273475399212005","pdf_url":null,"source":{"id":"https://openalex.org/S153861934","display_name":"Journal of Marketing Education","issn_l":"0273-4753","issn":["0273-4753","1552-6550"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-140","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Marketing Education","raw_type":"journal-article"},{"id":"pmh:oai:CiteSeerX.psu:10.1.1.459.9062","doi":null,"is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.459.9062","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://www.gremler.net/personal/research/1999_Student_Guarantee_JME.pdf","raw_type":"text"},{"id":"pmh:oai:CiteSeerX.psu:10.1.1.970.7926","doi":null,"is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.970.7926","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://jmd.sagepub.com/content/21/2/118.full.pdf","raw_type":"text"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Quality education","id":"https://metadata.un.org/sdg/4","score":0.975600004196167}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":38,"referenced_works":["https://openalex.org/W24918630","https://openalex.org/W616433057","https://openalex.org/W629852207","https://openalex.org/W1513698013","https://openalex.org/W1517701247","https://openalex.org/W1589017738","https://openalex.org/W1965868677","https://openalex.org/W1978855759","https://openalex.org/W1980576144","https://openalex.org/W1983892624","https://openalex.org/W1985102121","https://openalex.org/W1988812587","https://openalex.org/W1993456624","https://openalex.org/W2006468167","https://openalex.org/W2011659350","https://openalex.org/W2034996604","https://openalex.org/W2038090927","https://openalex.org/W2049362416","https://openalex.org/W2050175305","https://openalex.org/W2051533288","https://openalex.org/W2059150938","https://openalex.org/W2059179344","https://openalex.org/W2071841846","https://openalex.org/W2073733140","https://openalex.org/W2076380664","https://openalex.org/W2086791762","https://openalex.org/W2087695002","https://openalex.org/W2099358844","https://openalex.org/W2113533531","https://openalex.org/W2124522985","https://openalex.org/W2140088763","https://openalex.org/W2154724791","https://openalex.org/W2284466112","https://openalex.org/W2397072886","https://openalex.org/W2470723283","https://openalex.org/W2502492489","https://openalex.org/W4239778931","https://openalex.org/W4244010628"],"related_works":["https://openalex.org/W7095549678","https://openalex.org/W2018693602","https://openalex.org/W2254405668","https://openalex.org/W4404943003","https://openalex.org/W2961563248","https://openalex.org/W7208909927","https://openalex.org/W3216477749","https://openalex.org/W2393282801","https://openalex.org/W2050681421","https://openalex.org/W2743911486"],"abstract_inverted_index":{"Service":[0],"guarantees,":[1],"formal":[2],"promises":[3],"made":[4],"to":[5,77],"customers":[6],"about":[7],"the":[8,22,30,36,70,78],"service":[9],"they":[10],"will":[11],"receive,":[12],"are":[13,51],"rarely":[14],"offered":[15,81],"in":[16,28,85],"university":[17],"classes.":[18],"In":[19,53],"this":[20,48],"article,":[21],"authors":[23],"report":[24],"on":[25],"their":[26,87],"experience":[27],"guaranteeing":[29,86],"satisfaction":[31],"of":[32],"undergraduate":[33],"students":[34,58],"with":[35],"instructor\u2019s":[37],"performance.":[38,89],"The":[39],"rationale":[40],"for,":[41],"success":[42],"of,":[43],"and":[44,64],"lessons":[45],"learned":[46],"from":[47,57],"pedagogical":[49],"exercise":[50],"reviewed.":[52],"addition,":[54],"detailed":[55],"feedback":[56],"gained":[59],"through":[60],"focus":[61],"group":[62],"interviews":[63],"a":[65],"written":[66],"student":[67],"assignment":[68],"regarding":[69],"guarantee":[71,79],"is":[72,80],"examined.":[73],"General":[74],"advice":[75],"related":[76],"for":[82],"instructors":[83],"interested":[84],"own":[88]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":5},{"year":2017,"cited_by_count":8},{"year":2016,"cited_by_count":6},{"year":2015,"cited_by_count":4},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":8},{"year":2012,"cited_by_count":5}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}