Using insights from (public) services management to improve student engagement in higher education
Bibliographic Data
| ID | 4097217 |
|---|---|
| Authors | Kim J Cassidy (Edge Hill Business School, Edge Hill University, Ormskirk, UK), Kim Cassidy (0000-0003-3969-636X, Edge Hill University), Malcolm N Sullivan (Nottingham Trent University, corresponding author), Zoe Radnor (0000-0002-1624-5729, City, University of London), Zoe J Radnor (City, University of London, London, UK) |
| Year | 2021 |
| Volume | 46 |
| Issue | 6 |
| Pages | 1190-1206 |
| Publication date | 2021-06-03 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Studies in Higher Education (JOURNAL) |
| Journal identifiers | ISSN: 0307-5079 • E-ISSN: 1470-174X |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/03075079.2019.1665010 |
| OpenAlex | W2972906948 |
| Language | EN |
| Citations received | 7 |
| References cited | 58 |
This paper argues that current approaches used to assess and monitor student engagement in UK higher education are failing to fulfil their potential by superficially helping institutions to appear professional and innovative yet failing to accurately measure and improve engagement. Drawing on service management literature including (Public) Service Dominant theory, this paper argues that current strategies are failing to deliver for three main reasons. They do not capture the full value students derive from their engagement experience, they underplay the impact of peers within the ecosystem and they do not effectively engage employees. The paper concludes by exploring the implications of these omissions for further research and practice
Business · Higher education · Pedagogy · Political science · Public engagement · Public relations · Sociology · Student engagement · Computer Science · Customer Service Quality and Loyalty · Management and Organizational Studies · Service and Product Innovation · Marketing
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| Unique citing works | 7 |
|---|---|
| Citations per year | 1,4 |
| Citation span | 2021 - 2026 (6) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 7 |