Robin Pentecost

The influence of explicit and implicit service promises on Chinese students’ expectations of overseas universities

Purpose – This study aims to extend the knowledge and literature on which information sources influences (explicit service promises such as advertising, personal selling; implicit service promises such as tangibles and price; past experiences; word of mouth; image and reputation) Chinese students’ expectations of overseas universities’ service quality.Design/methodology/approach – Data were collected from undergraduate Chinese students from two universities in Australia. A total of 133 questionnaires were returned for data analysis. Factor analysis and multiple analysis of variance were conducted for this study.Findings – Results indicate the three most influential sources of information on Chinese students expectations of universities are: past experiences, advertising and word of mouth. Findings suggest that the more explicit and implicit service promises the respondent is exposed to; the higher the desired and predicted expectations of the universitys service quality. However their level of expectatio...

Designing and delivering compelling experiences: Insights from the 2008 Democratic National Convention

Purpose – Joseph Pine and Jim Gilmore coined the term “experience economy” to describe a paradigm shift in consumption. To survive in this new economy, businesses must provide customers with memorable consumption experiences. The purpose of this paper is to suggest eight ingredients that need to be incorporated into a compelling experience. Commercial experience providers, not‐for‐profit organizations, and political entities stand to benefit by integrating these elements in the experiences they provide to their targeted constituencies.Design/methodology/approach – A qualitative phenomenological case study approach is employed using the 2008 Democratic National Convention as the referent for dissemination of a compelling experience.Findings – Eight attributes were distilled that together constitute an unforgettable experience: planning, resourcing, targeting, anticipating, enabling, empathizing, framing, and engaging.Practical implications – All experience providers desirous of creating compelling customer...

It’s my choice! Investigating barriers to pro-social blood donating behaviour

Purpose The purpose of this paper is to investigate barriers to pro-social behaviour in the form of blood donating using self-determination theory. Design/methodology/approach Respondents were recruited through intercepts at a major international university and at points within the community in a capital city in Australia. Sampling was conducted over a three-week period resulting in a sample of 617 respondents. Findings Results show intrinsic motivations positively influence intentions towards blood donation, self-identity, and locus of control. Further, despite positively influencing other factors, external regulation positively influenced amotivation indicating the more likely people feel pressured to donate blood, the less likely they will be motivated to donate blood. Originality/value This would suggest one way to influence more people to become donors is to place greater focus on the positive emotional feelings they derive from the act of donating blood and the control they have over that donation. Using external regulation strategy which often suggests people “must” or “have-to” donate blood may be limiting blood donation numbers.