Chinese Adolescent Student Service Quality and Experience in an International Tertiary Education System

By Peng, Ching-Huai | Adolescence, Fall 2008 | Go to article overview

Chinese Adolescent Student Service Quality and Experience in an International Tertiary Education System


Peng, Ching-Huai, Adolescence


INTRODUCTION

On the 13th of July, 2001, under intense international competition, Beijing was awarded the honor, privilege, and responsibility of hosting the 23rd Modern Olympiad. As part of the International Olympic Committee's evaluation of the Beijing bid, it had observed that "a Beijing Games would leave a unique legacy to China and to sports" (IOC internet web site, www.Olympic.org), thus highlighting the importance to both the city and the nation of delivering a successful event. In response, Beijing immediately began a mammoth program of construction, development, and renewal, designed to showcase the city to an international audience. As part of that program, the city is training 70,000 volunteer workers, plus an additional 30,000 to work with the Paralympic Games (Beijing 2008 internet web site, http://en beijing2008.com). The overall purpose of this paper is to identify and discuss a number of customer service issues associated with the planned performance of these volunteers.

Over the past generation, as the People's Republic has progressively pursued a global strategy of communication and integration with the West, it has radically reversed the policies established by its iconic early leadership. Isolation has been replaced by co-operation, agriculture supplemented by industry, and a rigidly collectivist philosophy of government augmented by increasingly pragmatic individual enterprise. In the last ten years in particular, tertiary education institutions in the English-speaking world have benefitted from these policy changes as a growing number of Chinese students have enrolled in programs that reflect their developing interests and capabilities, progressing from an early focus on study of the English language to the current preference for knowledge of international business, information technology, law, finance, and tourism.

For these students, the learning experience is threefold as they simultaneously acquire formal qualifications, improve their written and spoken English, and learn about the host country's value systems and business practices. Given that these host countries are likely to be well represented among the Olympics audience, both in person and via television, it is reasonable to assume that the Beijing volunteers will attract a significant number of young people who recently completed a tertiary education overseas in an obvious role reversal; those who were once guests of the West will now act as their hosts.

Hypothesizing the existence of a significant relationship between the quality of their own tertiary education and the model of hospitality subsequently offered to visitors, the present research uses both qualitative and quantitative methods to determine the views of 160 students at a tertiary institution in Australia. It is an investigation into the extent to which service quality in Australia tertiary education meets Chinese students' expectations. This objective is addressed through identification of four supporting sub-questions:

1. What are the critical factors Chinese students take into account when evaluating the quality of their tertiary education experience?

2. What is the relative weight of each factor in determining their quality evaluations?

3. How well do Western educators perform when measured against these criteria?

4. To what extent will the results of students' evaluations influence their own service provision philosophy?

LITERATURE REVIEW

Beginning with the seminal writings of Parasuraman and his associates (Parasuraman, Zeithaml, & Berry 1985, 1988), numerous authors have attempted to establish linkages between the related concepts of perceived service quality, subsequent customer satisfaction, and eventual recommendation or repeat purchasing behaviors. For an excellent review of this literature, as it relates to the tourism industry, see Augustyn and Ho (1998).

Recognition of the importance of service quality in tertiary education has emerged more slowly, despite an extraordinarily radical shift in conventional understanding of what tertiary education means from the perspective of both students and educators. …

The rest of this article is only available to active members of Questia

Sign up now for a free, 1-day trial and receive full access to:

  • Questia's entire collection
  • Automatic bibliography creation
  • More helpful research tools like notes, citations, and highlights
  • A full archive of books and articles related to this one
  • Ad-free environment

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items

Items saved from this article

This article has been saved
Highlights (0)
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

Citations (0)
Some of your citations are legacy items.

Any citation created before July 30, 2012 will labeled as a “Cited page.” New citations will be saved as cited passages, pages or articles.

We also added the ability to view new citations from your projects or the book or article where you created them.

Notes (0)
Bookmarks (0)

You have no saved items from this article

Project items include:
  • Saved book/article
  • Highlights
  • Quotes/citations
  • Notes
  • Bookmarks
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited article

Chinese Adolescent Student Service Quality and Experience in an International Tertiary Education System
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Help
Full screen

matching results for page

    Questia reader help

    How to highlight and cite specific passages

    1. Click or tap the first word you want to select.
    2. Click or tap the last word you want to select, and you’ll see everything in between get selected.
    3. You’ll then get a menu of options like creating a highlight or a citation from that passage of text.

    OK, got it!

    Cited passage

    Style
    Citations are available only to our active members.
    Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

    1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

    Cited passage

    Thanks for trying Questia!

    Please continue trying out our research tools, but please note, full functionality is available only to our active members.

    Your work will be lost once you leave this Web page.

    For full access in an ad-free environment, sign up now for a FREE, 1-day trial.

    Already a member? Log in now.