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21 – 30 of over 53000
Article
Publication date: 6 March 2009

Azaddin Salem Khalifa

The purpose of this paper is twofold. First, to propose a new metaphor, studentas‐aspirant, which captures well the educational role of students, professors, and business…

Abstract

Purpose

The purpose of this paper is twofold. First, to propose a new metaphor, studentas‐aspirant, which captures well the educational role of students, professors, and business schools. Second, to develop the strategic implications of this metaphor for the management of business schools.

Design/methodology/approach

A thorough review of relevant literature is conducted and the underlying assumptions of previously suggested metaphors are exposed and challenged. The new metaphor has subsequently been developed based on a broader typology of business offerings.

Findings

The paper shows that the extant metaphors are inappropriate for they misrepresent the nature of learning as the core of business schools' offerings to their students. It concludes with the advantages of the studentas‐aspirant metaphor.

Research limitations/implications

Limitations are centred on the difficulties faced by students, professors, and business schools in adopting the metaphor.

Practical implications

The metaphor has strategic implications ranging from stakeholders' expectations, to governance, structure, and strategy of business schools.

Originality/value

The paper is the first to use a typology of four distinct business offerings to propose a new metaphor that sensibly flows from the nature of the transformative learning as the core offering of business schools.

Details

European Business Review, vol. 21 no. 2
Type: Research Article
ISSN: 0955-534X

Keywords

Article
Publication date: 1 January 2006

Jitesh Thakkar, S.G. Deshmukh and Anil Shastree

To explore the potential for adoption of TQM in self‐financed technical institutions in the light of new demands and challenges posed by customers/students and society.

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Abstract

Purpose

To explore the potential for adoption of TQM in self‐financed technical institutions in the light of new demands and challenges posed by customers/students and society.

Design/methodology/approach

The paper presents use of quality function deployment (QFD) which prioritizes technical requirements and correlates them with various customers'/students' requirements for the present Indian context. As an extension to the basic model of QFD – house of quality (HOQ), the scope for futuristic improvements is explored through a four‐phased QFD process. Challenges involved in the implementation of TQM are investigated using an approach of force field analysis.

Findings

Identifies technical and students' requirements for the modern educational set‐up. Provides information about the severity of various technical requirements of competitive education. Recognizes the need for continuous improvement, cultural change and effective use of financial resources to improve the value addition at each level. Develops an understanding of the issues to be addressed at each phase of TQM implementation.

Practical implications

It is expected that insights gained will help sensitize the emerging self‐financed institutions towards the demands of new age students. Conclusions derived will also provide some opportunities for reflection by students, faculty members and leaders/top management of institutions for continuous development at an individual as well as institutional level.

Originality/value

A novelty of work lies in the use of a mix of qualitative and quantitative approaches, which not only evaluates the present system but develops an understanding of future challenges to continuous improvement.

Details

Quality Assurance in Education, vol. 14 no. 1
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 1 September 2004

Sangeeta Sahney, D.K. Banwet and S. Karunes

Amidst the tremendous pressures faced by educational institutions, both from internal as well as from external forces, the higher educational institutions in India, as elsewhere…

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Abstract

Amidst the tremendous pressures faced by educational institutions, both from internal as well as from external forces, the higher educational institutions in India, as elsewhere in the world, have begun to understand and accept the significance of customer‐centered philosophies, with the answer to such pressures being in “delighting the customer”, which is the rule for survival in the long run. “Delighting the customer”, is one of the core elements of total quality management (TQM), which emphasizes the service relationship between an organization/institution and its customers. A number of success stories about incorporating TQM principles in the educational setting have been reported. In TQM, the focus is on the customer. Ultimately, the objective of TQM is to build an institution that produces products or performs services, which fulfill customer requirements, and thereby delights them. Such customer requirements thus, form the very premise for TQM. So it is important not only to identify the numerous and varied customers of the educational system, but also to identify their requirements and satisfy them. The importance/degree assigned to such requirements or their constructs may vary across customer groups and also amongst the institutions themselves. The paper presents the results of an empirical study conducted on select higher educational institutions to assess the importance/degree assigned to the various customer requirement constructs across the various internal and external customer groups. Starting with a theoretical background, an empirical study is presented with analysis and results.

Details

International Journal of Productivity and Performance Management, vol. 53 no. 6
Type: Research Article
ISSN: 1741-0401

Keywords

Article
Publication date: 1 March 2004

Sangeeta Sahney, D.K. Banwet and S. Karunes

Educational institutions like other organizations are realizing the significance of customer‐centered philosophies and are turning to approaches such as total quality management…

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Abstract

Educational institutions like other organizations are realizing the significance of customer‐centered philosophies and are turning to approaches such as total quality management to help manage their businesses. This paper starts with the background theory and then outlines the results of a study conducted on students within selected educational institutions in India to obtain a student perspective of the quality of those institutions. The SERVQUAL methodology was applied to identify the gap between customer expectations and perceptions of the actual service received. The quality function deployment technique was then used to identify the set of minimum design characteristics/quality components that meet the requirements of student as customers of the educational system.

Details

International Journal of Productivity and Performance Management, vol. 53 no. 2
Type: Research Article
ISSN: 1741-0401

Keywords

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 higher…

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

Keywords

Article
Publication date: 2 September 2021

Naga Vamsi Krishna Jasti, V. Venkateswaran and Srinivas Kota

The purpose of this paper is to analyze the evolution of Total Quality Management (TQM) in terms of barriers, customers and accreditation in higher education (HE) over the last…

Abstract

Purpose

The purpose of this paper is to analyze the evolution of Total Quality Management (TQM) in terms of barriers, customers and accreditation in higher education (HE) over the last three decades (1991–2020) using literature review to establish the current state.

Design/methodology/approach

A total of 137 articles across 55 journals were consolidated for this review specifically focused on TQM (barriers, customers and accreditation) in HE. The investigations were carried out to identify the chronological growth of articles, research streams and methodologies. The articles were classified based on four research approaches and three research streams which have been reviewed in detail.

Findings

Considering the rapid growth in the HE sector and the concerns over reduction in quality of education especially in developing countries, the importance of TQM in HE is immense. The findings include identification of the barriers to successful TQM implementation, the need for alignment of TQM objectives of higher educational institutions (HEIs) and identified target customer(s) with the selected model/framework and the impact of accreditation/certification in the attainment of TQM.

Originality/value

This study which tries to bring a perspective to the main trends in TQM application to HE with respect to barriers, customers and accreditation over the last three decades is expected to add to the body of knowledge in this area and help future researchers to focus on the relevant areas identified in this paper.

Details

The TQM Journal, vol. 34 no. 5
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 15 August 2008

Roland K. Yeo

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

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Abstract

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.

Details

On the Horizon, vol. 16 no. 3
Type: Research Article
ISSN: 1074-8121

Keywords

Article
Publication date: 3 November 2014

Adriana Morales Rodríguez, Joan‐Lluís Capelleras and Víctor M. Gimenez Garcia

The purpose of this paper is to identify the nature and factors that influence student evaluation of the teaching performance of university teachers by integrating two areas of…

Abstract

Purpose

The purpose of this paper is to identify the nature and factors that influence student evaluation of the teaching performance of university teachers by integrating two areas of research: services marketing and higher education.

Design/methodology/approach

A set of hypotheses were developed taking into consideration customer (student), employee (teacher) and service (course) characteristics. They were then tested using data from 952 courses for a three‐year period and employing different multivariate techniques.

Findings

Students basically evaluate the expertise, attitude and behavior of teachers. The results also indicate that this evaluation is a complex phenomenon that depends on factors related to teacher, student and course profiles.

Research limitations/implications

Given the nature of the data used here, future studies should extend the scope of research to other institutions, examine quality from an objective standpoint and include teachers’ perceptions and the outcomes of their research activity.

Practical implications

Based on the results of this paper, the authors recommend the following: to permit teachers to teach the same courses repeatedly, allowing them to consolidate their practice; to provide training in teaching techniques and ethics; to pay particular attention to those students who move to another degree program; and to maintain an appropriate class size.

Originality/value

This study integrates two areas of research and proposes a wide range of service quality determinants in the context of higher education, including several factors that had not been previously considered.

Propósito

Este trabajo identifica la naturaleza y los factores que influyen en las valoraciones que realizan los alumnos sobre el desempeño docente del profesorado universitario, integrando para ello dos áreas de investigación: marketing de servicios y educación superior.

Diseño/Metodología/Enfoque

Se desarrolla un conjunto de hipótesis considerando las características del cliente (alumno), el empleado (profesor) y el servicio (curso). Se contrastan con los datos de 952 cursos durante un período de tres años utilizando distintas técnicas multivariantes.

Resultados

Los alumnos evalúan principalmente la pericia así como la actitud y comportamiento del profesorado. Los resultados también indican que esta evaluación es un fenómeno complejo que depende de factores relacionados con el perfil del profesor, del alumno y del curso.

Limitaciones

de la investigación/ImplicacionesConsiderando la naturaleza de los datos utilizados, futuras investigaciones deberían ampliar el ámbito de estudio a otras instituciones, analizar la calidad objetiva e incorporar las percepciones del profesor y los resultados de su actividad investigadora.

Implicaciones prácticas

Se recomienda facilitar la consolidación del profesor en sus cursos; proporcionar capacitación en técnicas didácticas y ética; prestar especial atención a los alumnos que realizan cambios de carrera; y mantener un tamaño adecuado de los grupos.

Originalidad/valor

Este estudio integra dos áreas de investigación y propone un amplio rango de factores determinantes de la calidad en la actividad docente del profesorado universitario, incluyendo algunos que hasta el momento no habían sido contemplados.

Open Access
Article
Publication date: 20 February 2019

Hansani Chathurika Dassanayake and Asanka Senevirathne

The purpose of this paper is to investigate the impact of design of e-servicescapes on student engagement in distance education (DE), and examine whether this impact is mediated…

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Abstract

Purpose

The purpose of this paper is to investigate the impact of design of e-servicescapes on student engagement in distance education (DE), and examine whether this impact is mediated by student experience quality.

Design/methodology/approach

Quantitative research approach based on cross-sectional survey design was adapted where data were collected using a structured questionnaire. Sample consisted of 252 undergraduates registered in the DE platform in Sri Lanka and was drawn using a simple random sampling technique. Collected data were analysed using the structural equation modelling.

Findings

Data analysis revealed that there is a direct significant impact of e-servicescapes on student engagement while this impact is partially mediated by student experience quality in the Sri Lankan context. Meantime, the social presence feature of e-servicescapes has the highest impact on student engagement.

Practical implications

Findings of the study provide an empirically validated model to boost up the student engagement and significantly contribute to the designing of the e-servicescapes of the DE institutes in order to offer a superior service to a wide array of stakeholders.

Originality/value

Even though e-servicescapes have been recognised as a driver of customer behaviour, the concept is fairly unexplored in the educational context. Due to its practical applicability in the DE context, this study contributes to the existing knowledge by presenting a novel conceptual model developed based on multiple theories to identify its impact on student behaviour.

Details

Asian Association of Open Universities Journal, vol. 13 no. 2
Type: Research Article
ISSN: 2414-6994

Keywords

Open Access
Article
Publication date: 16 November 2021

A.A.I. Lakmali, Nalin Abeysekera and D.A.C. Suranga Silva

Customer social participation (CSP) is a new phenomenon that has emerged with the evolution of social media. Current literature designates customer participation in social media as

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Abstract

Purpose

Customer social participation (CSP) is a new phenomenon that has emerged with the evolution of social media. Current literature designates customer participation in social media as “CSP”. Although CSP has been investigated in the online brand community context in social media, it has been little investigated in the context of student customers using WhatsApp – a highly trending social media platform among learners. Thus, this study aims to investigate the effectiveness of CSP in informal WhatsApp groups for academic purposes among undergraduate students of management studies.

Design/methodology/approach

The study adopted a single cross-sectional survey design. A structured online questionnaire was employed. Using convenience sampling technique, data were collected from 170 undergraduates of the Bachelor of Management Studies programme at the Open University of Sri Lanka.

Findings

The results revealed significant positive effects of functional, social and hedonic benefits with CSP. Meanwhile, the relationship between psychological benefits and CSP was insignificant. Furthermore, there is no influence of age and level of study on CSP among the learners in informal WhatsApp groups. Moreover, at present, the level of CSP in WhatsApp for academic purposes among students is moderate.

Originality/value

The role of the student as the customer and student behaviour in informal WhatsApp groups established for academic purposes have been little investigated in the field of open and distance education services. In this context, this study empirically validated the model of participation benefits and CSP in WhatsApp groups informally established for academic purposes.

Details

Asian Association of Open Universities Journal, vol. 16 no. 3
Type: Research Article
ISSN: 1858-3431

Keywords

21 – 30 of over 53000