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Soldering & Surface Mount Technology, vol. 13 no. 1
Type: Research Article
ISSN: 0954-0911

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Article
Publication date: 1 December 1999

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Soldering & Surface Mount Technology, vol. 11 no. 3
Type: Research Article
ISSN: 0954-0911

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Article
Publication date: 1 September 2003

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Circuit World, vol. 29 no. 3
Type: Research Article
ISSN: 0305-6120

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Article
Publication date: 1 April 2000

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Soldering & Surface Mount Technology, vol. 12 no. 1
Type: Research Article
ISSN: 0954-0911

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Article
Publication date: 1 April 2000

Abstract

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Soldering & Surface Mount Technology, vol. 12 no. 1
Type: Research Article
ISSN: 0954-0911

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Article
Publication date: 1 August 2002

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Soldering & Surface Mount Technology, vol. 14 no. 2
Type: Research Article
ISSN: 0954-0911

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Article
Publication date: 1 August 2002

Abstract

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Soldering & Surface Mount Technology, vol. 14 no. 2
Type: Research Article
ISSN: 0954-0911

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Article
Publication date: 1 August 2003

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Soldering & Surface Mount Technology, vol. 15 no. 2
Type: Research Article
ISSN: 0954-0911

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Article
Publication date: 30 September 2019

Anete Petrusch and Guilherme Luís Roehe Vaccaro

The purpose of this paper is to use theoretical and field evidence to discuss what the value-attributes for academic-administrative services as perceived by students in…

Abstract

Purpose

The purpose of this paper is to use theoretical and field evidence to discuss what the value-attributes for academic-administrative services as perceived by students in higher education institutions (HEIs) and how such organizations deliver them. An emerging framework relating value-attributes for HEIs’ administrative and academic services is presented from the perspective of students.

Design/methodology/approach

Focus group analysis with Brazilian HEI’s students supported this study. Extensive theoretical references from lean services and services theory contribute to building an emerging framework that extends the background on the subject.

Findings

The following framework of eight value-attributes for administrative services in HEIs were studied: reliability, empathy, access, responsiveness, self-service technology convenience, communication, personalization and imperceptibility. The value-attributes may receive different degrees of prioritization and improvement effort according to the type of service and strategic positioning of the organization.

Research limitations/implications

Field evidence is limited by the extent of students and organizations accessed. Implications include directing future research to produce a quantitatively validated model and as an emerging framework, to support decision-planning in the context of HEIs.

Originality/value

The study extends the literature relating the connection between lean services, services theory and higher education services. No similar study has been found in Brazilian HEIs.

Details

International Journal of Lean Six Sigma, vol. 10 no. 4
Type: Research Article
ISSN: 2040-4166

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Article
Publication date: 1 December 2001

Abstract

Details

Soldering & Surface Mount Technology, vol. 13 no. 3
Type: Research Article
ISSN: 0954-0911

Keywords

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