Drivers of satisfaction and dissatisfaction for overseas service customers: A critical incident technique approach

This is one of the few studies in the academic literature that directly addresses inward exporting of customer services, which is a topic that has gained less attention from an international services marketing point of view. The objective of this study is to explore the drivers of satisfaction and dissatisfaction for overseas service customers of higher education in Australia. Critical incident technique (CIT) method was used to collect and analyse the data and a total of 107 critical incidents were collected. Findings from this study show that service satisfaction and dissatisfaction for international students derive from: elements of the core service (educational service performance), personal sources (international student performance), and the external environment (socialization and host environment performance). Additionally, results show that the drivers of satisfaction and dissatisfaction for international students are not necessarily the same. Limitations relating to the specific sector of higher education and the cross sectional natures of the data are addressed.

► One of the few studies that directly addresses inward exporting of customer services. ► We used critical incident technique method and collected 107 critical incidents. ► We identify four satisfaction/dissatisfaction drivers for international students. ► Key drivers are personal, service, socialization and host environment performance. ► Service experience for overseas customers is multidimensional and includes emotional facets.