Aims to provide a clear rationale as to why customer responsiveness is an essential aspect of an organizational system, focusing specifically on higher education (HE) institutions. Introduces and discusses material from the political contingency and competitive positioning schools of thought. Identifies key strategic issues presently at work in the HE market and explains how and why each of these gives additional power to customers of the HE system and why they thus require HE institutions to become more proactive and effective customer responsiveness systems.
Richardson, S., Nwankwo, S. and Richardson, B. (1995), "Strategic issues for higher education strategists in the UK: A political contingency perspective", International Journal of Public Sector Management, Vol. 8 No. 6, pp. 7-16. https://doi.org/10.1108/09513559510099973Download as .RIS
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