Marketing on the Exchange of Language Courses: A study on the Dimensions of the Image

The present study sought to describe the image that potential customers, current customers and former customers have regarding  the exchange of language courses, based on three (cognitive, symbolic and emotional) of the four dimensions of the classification proposed by De Toni, Milan and Schuler (2004, 2005). To do so, it was opted for using the qualitative method, by means of 45 in-depth interviews with such groups of customers. During the interviews, the technique of drawings construction was used, which had the purpose to illustrate the content of the interviews. Furthermore, the information obtained was analyzed through the technique of content analysis for thematic units. The results show that the cognitive dimension can be classified into three broad categories: (a) the reasons that lead people to make language courses exchanges; (b) Sources of information and groups of influence on the decision for language courses exchange; and (c) the criteria used for the choice of countries of destination for language courses exchange. Whereas in the symbolic dimension, the following categories were obtained: a) Growth and personal maturity; (b) social status; c) Adventure, fun and challenge; d) identity, freedom and independence; (e) new and different experiences. Finally, the emotional dimension can be divided into the following categories: a) Emotions and positive expectations; (b) negative emotions and frustration of expectations; (c) Resources for the management of emotions; d) emotions related to the mechanism of sacrifice-reward.