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Correlates of a University Counseling Center’s Perceived Service Promptness

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  • Gary Blau
  • Peter DeMaria, Jr
  • John DiMino

Abstract

The overall goal of this study was to explore the usefulness of a Perceived Service Promptness (PSP) measure for University Counseling Centers (UCCs). As UCCs compete for university resources, helping a client as quickly as possible or PSP can help to support a UCC’s documented ability to meet increasing client demands. Since no prior empirical research was found measuring PSP at a UCC, a four-item measure, adapted from a more general quality of service scale, was used. From August 2014 to May 2016, one hundred and seventeen non-urgent undergraduate students seeking counseling services filled out an online survey measuring demographics, client perceptions, wait measures, PSP and recommending the university. Confirmatory factor analysis and scale reliability data psychometrically supported the PSP scale. Correlational analyses showed that both wait time and wait bother experience were each significantly negatively related to PSP. However, hierarchical regression analyses showed that wait bother experience, but not wait time, significantly explained PSP beyond prior controlled-for demographic and client perception variables. In addition, PSP positively explained recommending the university beyond demographic, client perception and wait measures. Research limitations and future research issues are discussed.

Suggested Citation

  • Gary Blau & Peter DeMaria, Jr & John DiMino, 2017. "Correlates of a University Counseling Center’s Perceived Service Promptness," Journal of Educational and Developmental Psychology, Canadian Center of Science and Education, vol. 7(2), pages 1-24, November.
    • Handle: RePEc:ibn:jedpjl:v:7:y:2017:i:2:p:24
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    References listed on IDEAS

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    1. F. Biélen & N. Demoulin, 2007. "Waiting time influence on the satisfaction-loyalty relationship in services," Post-Print hal-00254951, HAL.
    2. Andrea M. Pampaloni, 2010. "The influence of organizational image on college selection: what students seek in institutions of higher education," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 20(1), pages 19-48, June.
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    Cited by:

    1. Gary Blau & John DiMino & YJ Kim, 2018. "Testing Three-Item Versions for Seven of Young’s Maladaptive Schema and Wait Impact for Briefly Counseled Non-Urgent Clients," Journal of Educational and Developmental Psychology, Canadian Center of Science and Education, vol. 8(1), pages 1-1, January.
    2. Gary Blau & John DiMino & Allyce Barron & Kathleen Davis & Kelly Grace & Andrea Lopez, 2018. "Testing the Impact of Brief Counseling on Non-Urgent Client Self-Esteem, Social Connectedness, Recommending Their University and Active Alumnus Intent," Journal of Educational and Developmental Psychology, Canadian Center of Science and Education, vol. 8(2), pages 1-29, November.

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    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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