<?xml version="1.0" encoding="UTF-8"?><xml><records><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>17</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Steven K. Msosa</style></author><author><style face="normal" font="default" size="100%">Jeevarathnam P. Govender</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">ASSESSING THE INFLUENCE OF SERVICE RECOVERY STRATEGIES ON DISTRIBUTIVE JUSTICE IN HIGHER EDUCATION INSTITUTIONS</style></title><secondary-title><style face="normal" font="default" size="100%">Problems of Education in the 21st Century</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">distributive justice</style></keyword><keyword><style  face="normal" font="default" size="100%">field-based research</style></keyword><keyword><style  face="normal" font="default" size="100%">higher education institutions</style></keyword><keyword><style  face="normal" font="default" size="100%">service failure</style></keyword><keyword><style  face="normal" font="default" size="100%">service recovery strategies</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2019</style></year><pub-dates><date><style  face="normal" font="default" size="100%">August/2019</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">http://oaji.net/articles/2019/457-1566969154.pdf</style></url></web-urls></urls><volume><style face="normal" font="default" size="100%">77</style></volume><pages><style face="normal" font="default" size="100%">Continuous</style></pages><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">In recent times, students in higher education institutions have raised their expectations and are becoming less tolerant to poor service. The reality is that service failures are bound to happen. However, effective service recovery strategies could minimise the impact of service failure.  The aim of this research was to analyse the influence of service recovery strategies on distributive justice in higher education institutions. A total of 430 students from three public universities in South Africa participated in this research as respondents. The research adopted a quantitative, descriptive and cross-sectional approach. The findings of this research showed that compensation and explanation have a positive and significant influence on distributive justice. Furthermore, the results showed a positive and insignificant influence of apology on distributive justice. The findings of this research are a wake up call to higher education institutions to focus on the two strategies of service recovery, namely explanation and compensation to achieve distributive justice. Thus, higher education institutions should firstly, focus on the use of an explanation to achieve distributive justice because it is offered at no cost compared to compensation which normally wears a financial face. This is based on the fact that higher education institutions are non profit making institutions such that they cannot afford to offer financial compensation on regular basis to address student problems. Ultimately, higher education institutions are advised to consider the severity of service failure before offering any form of service recovery to avoid double deviation. </style></abstract><issue><style face="normal" font="default" size="100%">4</style></issue><work-type><style face="normal" font="default" size="100%">Original article</style></work-type><section><style face="normal" font="default" size="100%">478-488</style></section></record><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>17</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Marina   Larionova</style></author><author><style face="normal" font="default" size="100%">Olga   Perfilieva</style></author><author><style face="normal" font="default" size="100%">Irina   Lazutina</style></author><author><style face="normal" font="default" size="100%">Anastasia   Lopatina</style></author><author><style face="normal" font="default" size="100%">Vitaly   Nagornov</style></author><author><style face="normal" font="default" size="100%">Lubov   Zavarykina</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">CONSTRUCTING NATIONAL RANKING METHODOLOGY: DILEMMAS, CHOICES, AND DECISIONS</style></title><secondary-title><style face="normal" font="default" size="100%">Problems of Education in the 21st Century</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">higher education institutions</style></keyword><keyword><style  face="normal" font="default" size="100%">tertiary education institutions</style></keyword><keyword><style  face="normal" font="default" size="100%">university ranking</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2012</style></year><pub-dates><date><style  face="normal" font="default" size="100%">November/2012</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">http://oaji.net/articles/2014/457-1415392444.pdf</style></url></web-urls></urls><volume><style face="normal" font="default" size="100%">48</style></volume><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">The Russian universities as well as universities from other countries increasingly compete not only at the national level, but globally. This trend is reflected in growing interest to universities rankings. Despite criticism, rankings outcomes are in demand and influence universities’ positioning in the global higher education area. In Russia several rankings have been recently established, striving to satisfy needs of various stakeholders. However, all these approaches are single dimensional rankings that use a composite indicator and weight coefficients. The article presents a rationale and draft methodology of a multidimensional ranking system in Russia. The authors advocate relevancy of the chosen approach as it allows them to reflect complexity and diversity of the Russian Higher Education system. Drawing on the project outcomes, the authors focus on the national multidimensional ranking methodology concept, choice of indicators, the approbation outcomes, dilemmas and decisions.</style></abstract><work-type><style face="normal" font="default" size="100%">Original article</style></work-type><section><style face="normal" font="default" size="100%">62-80</style></section></record><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>17</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Blanca L.   Delgado-Márquez</style></author><author><style face="normal" font="default" size="100%">Yaroslava   Bondar</style></author><author><style face="normal" font="default" size="100%">Luisa   Delgado-Márquez</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">HIGHER EDUCATION IN A GLOBAL CONTEXT: DRIVERS OF TOP-UNIVERSITIES’ REPUTATION</style></title><secondary-title><style face="normal" font="default" size="100%">Problems of Education in the 21st Century</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">higher education institutions</style></keyword><keyword><style  face="normal" font="default" size="100%">internationalization</style></keyword><keyword><style  face="normal" font="default" size="100%">teaching</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2012</style></year><pub-dates><date><style  face="normal" font="default" size="100%">March/2012</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">http://oaji.net/articles/2014/457-1408531843.pdf</style></url></web-urls></urls><volume><style face="normal" font="default" size="100%">40</style></volume><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">In global knowledge economies, the relevance of higher education has been described as more important than ever as mediums for a wide range of cross border relationships and continuous flows of people, information, knowledge, technologies, products and financial capital. Moreover, in a context characterized by an increasing competition among university institutions, reputation is constantly used as a screening mechanism of service suppliers and it provides interesting benefits to educational stakeholders, such as faculty and students. In this sense, higher education ranking systems play a crucial role in classifying universities according to different criteria. Henceforth, in this paper (a) focuses on those educational institutions placed in the upper side of the hierarchy established by higher education institutions ranking systems to (b) investigate the influence of top university institutions’ research, teaching and internationalization on their level of corporate reputation. To address such aim, we take two datasets from Times Higher Education Supplement ranking as basis for our analyses, i.e., the world universities ranking and the reputation ranking. Results reveal that, while research and teaching positively influence top universities’ reputation, internationalization does not exert a significant direct influence. 
 
</style></abstract><work-type><style face="normal" font="default" size="100%">Original article</style></work-type><section><style face="normal" font="default" size="100%">17-25</style></section></record></records></xml>