Generalizing survey results from student samples: Implications from service recovery research

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dc.contributor.author Ok, Chihyung
dc.contributor.author Shanklin, Carol W.
dc.contributor.author Back, Ki-Joon
dc.date.accessioned 2008-08-15T20:22:46Z
dc.date.available 2008-08-15T20:22:46Z
dc.date.issued 2008-08-15T20:22:46Z
dc.identifier.uri http://hdl.handle.net/2097/942
dc.description.abstract Using college students as research subjects in consumer research may or may not be appropriate. This paper discusses external validity of research findings using student subjects as surrogates for consumers in experimental, particularly scenario based, studies. A study that investigated differences between a student sample and a customer sample in response to service experience is described. Results were mixed. No significant mean differences were found in complaint intention, preference to complain to an employee or a manager, overall satisfaction, and revisit intention toward service providers. However, significant discrepancies were observed in testing the role of initial overall satisfaction in evaluating recovery satisfaction and in the relative importance of dimensions of justice. For both student and non-student groups, regardless their recovery satisfaction were positive or negative, initial overall satisfaction was a stronger predictor for post-recovery overall satisfaction than recovery satisfaction. en
dc.relation.uri http://www.HaworthPress.com en
dc.rights Copyright 2008, Haworth Press, Philadephia, PA. Ok, C., Shanklin, C.W., & Back, K. Generalizing survey results from student samples: Implications from service recovery research. Journal of Quality Assurance in Hospitality & Tourism, 8(4), 1-23. Article copies available from The Haworth Document Delivery Service: 1-800-HAWORTH. E-mail address: docdelivery@haworthpress.com; en
dc.subject Generalizability en
dc.subject Student sample en
dc.subject Complaint intentions en
dc.subject Service recovery en
dc.subject Satisfaction en
dc.title Generalizing survey results from student samples: Implications from service recovery research en
dc.type Article (author version) en
dc.date.published 2008 en
dc.citation.epage 23 en
dc.citation.issue 4 en
dc.citation.jtitle Journal of quality assurance in hospitality & tourism en
dc.citation.spage 1 en
dc.citation.volume 8 en
dc.contributor.authoreid cok0307
dc.contributor.authoreid shanklin


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