Service Failure in Top-Ranking Business Schools

Abstract

Existing research demonstrates that educational institutions experience service failure, with some prominent service failures found even at top-ranked business schools (B schools). In developing countries like India, higher education faces several problems that directly impact the delivery of quality services to students. The most pressing problems affecting academic and administrative quality are traditional libraries, poor infrastructure, low staff–student ratios, technically challenged staff, an inexperienced professoriate and overburdened academic and administrative staff (Kotecha et al., 20124).

Higher education plays a vital role in the growth of a country, as it enhances social, cultural and economic development and promotes active citizenship while inculcating ethical values among citizens (Annamdevula & Bellamkonda, 2016). Several researchers have noted the role of service quality in higher education (O’Neill & Palmer, 2004; Quinn et al., 2009). The literature shows that service quality is an important antecedent to satisfaction (Cronin et al., 2000; Dabholkar & Overby, 2005; Farrell et al., 2001). In a higher education context, Browne (1998) has shown that students’ perceptions of service quality are an antecedent to student satisfaction.