Servicing service quality in higher education
Quest for excellence
Bibliographic Data
| ID | 12427778 |
|---|---|
| Authors | Roland K Yeo (0000-0002-4203-1046, King Fahd University of Petroleum and Minerals, corresponding author) |
| Year | 2008 |
| Volume | 16 |
| Issue | 3 |
| Pages | 152-161 |
| Publication date | 2008-08-15 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | On the Horizon The International Journal of Learning Futures (JOURNAL) |
| Journal identifiers | ISSN: 1074-8121 • E-ISSN: 2054-1708 |
| Publisher | Emerald Publishing Limited (PUBLISHER • GB) |
| DOI | 10.1108/10748120810901459 |
| OpenAlex | W2043862360 |
| Language | EN |
| Citations received | 1 |
| References cited | 11 |
Purpose The purpose of this paper is to discuss the importance of service quality as a means of achieving long‐term competitive advantage in higher education. It further seeks to explore the influences of customer expectation, course design and delivery as well as learning support on service quality. Design/methodology/approach The paper presents the findings of a qualitative study conducted in a Singapore tertiary institution where in‐depth interviewing was employed and 12 academics were involved. Findings The study finds that perception of tertiary students as either customers or products will have a direct impact on the dynamics created within and outside a learning space. Quality service in higher education should aim at offering experiences that promote dialogue, inquiry and reflection in the long term. Practical implications Instructors should learn to balance the expectations of students without compromising on academic rigor. Curricula should be kept updated by consulting industry and economic trends. Learning support should be complemented by being student‐centered rather than merely task‐driven. Originality/value The strategic framework utilized by the Singapore institution has proven to be useful in achieving different aspects of service quality. It provides a starting model for a variety of contexts and paradigms to be built on
Business · Competitive advantage · Curriculum · Excellence · Higher education · Institution · Knowledge management · Originality · Pedagogy · Political science · Qualitative research · Quality (philosophy · Service (business · Service quality · Sociology · Value (mathematics · Variety (cybernetics · Computer Science · Customer Service Quality and Loyalty · Higher Education Governance and Development · Management and Marketing Education · Marketing
| Citations per year | 0.5 |
|---|---|
| Citation span | 2024 - 2024 (1) |
| Highly cited | No |