<title>ABSTRACT</title> In this paper, we develop a conceptual model for assessing student satisfaction with universities and the likelihood of students recommending their institutions to other prospective students. Student satisfaction is conceptualised as a mediator between resources and capabilities and...

In pursuing their particular strategic goals, organisations place differential emphasis in their activities on employees and customers. Those who focus predominantly on employees see them as key resources contributing to successful achievement of goals, while those who focus on customers believe...