Gaining Competitive Advantages in Higher Education: Analyzing the Gap between Expectations and Perceptions of Service Quality

The research findings have provided several implications for higher educational institutions, managers, and leaders of decision-making processes throughout the world. Service quality, customer satisfaction, and behavioral intentions are global issues that affect all organizations, large or small, profit or non-profit, global or local. We are all influenced or discouraged, satisfied or dissatisfied with positive loyalty behavioral intentions or negative complaining reactions, propelled by the level of service quality received. This revised version was published online in July 2006 with corrections to the Cover Date.     

Using Perceived Health to Test the Construct-related Validity of Global Quality of Life

Quality of life (QOL) is considered as aglobal, yet unidimensional, subjectiveassessment of one's satisfaction with life. Weexamine the construct validity of the availableindicators of global QOL by constructing acausal model in which QOL is viewed as causallyresponding to several dimensions of perceivedhealth. Global QOL is measured with fiveindicators derived from the literature, andperceived health is measured by eightdimensions of the SF-36 Health Survey. Thestructural equation model describes the QOL andperceived health assessments of 306 coronaryartery bypass graft (CABG) patients andprovides a stringent test of theunidimensionality of the global QOL indicators.The evidence regarding QOL is worrisome, butnot devastating. The acceptable model fit wasachieved by introducing direct effects leadingfrom the General Health Perceptions concept totwo of the five indicators of global QOL. Thissuggests that there are some mechanisms thatinfluence these indicators without firstaltering QOL, or that these indicators are notresponding in unison to QOL. Furthermore, theFaces QOL indicator required measurement errorcorrelations to two of the perceived healthindicators. This also suggests that there aremechanisms beyond pure QOL that act upon thisindicator. But the problematic effects anderror correlations are modest, so the evidenceagainst these indicators is not particularlystrong. Overall, the Self-Anchoring StrivingScale (SASS) indicator and the Life-as-a -Wholeindicator (from Multiple Discrepancies Theory)seem to be the cleanest indicators of globalQOL. General health perceptions and perceivedmental health both influenced global QOL, whilethe other six health perception concepts had noconsistent impact on global QOL.     

Measuring Quality of Life

This paper considers quality of life (QOL) to be a global, yet unidimensional, subjective assessment of one's satisfaction with life. This conceptualization is consistent with viewing QOL assessments as resulting from the interaction of multiple causal dimensions, but it is inconsistent with proposals to limit QOL to health-related quality of life (HRQOL). We test the unidimensional yet global conceptualization of QOL using data from coronary artery bypass graft (CABG) patients. The Self-Anchoring Striving Scale (SASS) and four other indicators derived from the literature, all seemed to function as indicators of a single concept (QOL) that was repeatedly drawn upon as the patients determined their responses to these indicators. However, only about half the variance in each indicator was attributable to that common QOL source. Several structural equation models are used to assess whether the superior performance of the Life 3 indicator is an artifact of the repetition of an item within this indicator. The data convincingly indicate that the superior performance is not a memory artifact, and that even the repetition of an identically worded item prodded the patients into drawing yet again upon the same QOL factor that grounded all the other measures.     

Occurrence of exercise dependence in a college-aged population

Students (n = 257) were evaluated for scope and commitment to physical activity by use of self-reported data that assessed amount of activity per week and the obligatory or pathological nature of their activity patterns. Exhibiting atypical activity patterns, 21.8% of the students in the sample exercised 360 or more minutes per week and demonstrated at least one exercise "dependent" response pattern to queries about obligatory or pathological exercise. Although clinicians and educators should promote the many advantages of regular participation in physical activity, they should acknowledge that, for some, it may have undesirable consequences that occur at a frequency parallel to other age-related negative behaviors.     

Personal space: Understanding the simplex model

Hayduk (1985) investigated the ability of two models to account for a series of stop-distance measurements of personal space preferences. The repeated failure of the factor model implied that it was incorrect to interpret the multiple stop-distance measurements as reflecting a single, stable underlying characteristic called one's personal space preference. The success of the simplex model (a linear sequence of effects) indicated that personal space must be viewed instead as dynamic, which is in accord with the view that spatial preferences are situation dependent. The difficulty with the simplex model is that it is so sparse. Beyond its assertion of momentary expansions and contractions in spacing preferences, it seems to provide almost no theoretical flexibility. This paper demonstrates a range of theoretical styles (models) that are consistent with the simplex model, and hence documents a variety of theoretical and interpretational options that remain available to personal space researchers. Selecting among these conceptualizations of personal space will require further experimental investigations because all the equivalent optional models fit the current data equally well. Patterson's (1976) arousal attribution theory is used to illustrate how a theory postulating feedback loops might be consistent with the non-looped simplex model. Some intriguing parallels between these loop models and human physiology are also noted.I thank Frank Grigel, Micheal Morrill, and two reviewers for their comments on drafts of this paper. The University of Alberta, Department of Sociology generously supported the reported computer runs.