Student satisfaction and the customer focus in higher education

Dados Bibliográficos

ID5147137
AutoresEddie Mark (University of Toronto, autor correspondente)
Ano2013
Volume35
Fascículo1
Páginas2-10
Data de publicação2013-02-01
Peer ReviewedSim
Open AccessNão
TipoARTICLE
PeriódicoJournal of Higher Education Policy and Management (JOURNAL)
Identificadores do periódicoISSN: 1360-080X • E-ISSN: 1469-9508
EditoraInforma UK Limited (PUBLISHER • GB)
DOI10.1080/1360080x.2012.727703
OpenAlexW2065225693
IdiomaEN
Citações recebidas21
Referências citadas25

Advocating a customer focus, the Total Quality Management model of leadership has led to success in raising performance levels throughout various manufacturing and service industries. Many education stakeholders, however, are resistant to the notion that postsecondary students benefit from being treated like customers. While many critics oppose the traditional business philosophy that 'the customer is always right' and maintain that pandering to students' short-term demands is damaging to the learning process few studies explore alternative notions of what it means to ensure student satisfaction. This paper promotes a conceptual interpretation that is not governed by the philosophy that 'the customer is always right

Business · Customer advocacy · Customer delight · Customer retention · Customer satisfaction · Epistemology · Focus (optics · Higher education · Interpretation (philosophy · Political science · Public relations · Quality (philosophy · Service (business · Service quality · Sociology · Total quality management · Computer Science · Customer Service Quality and Loyalty · Higher Education Governance and Development · Management and Marketing Education · Marketing