Student satisfaction has become an important concept in higher education because students are paying higher tuition fees and increasingly seeing themselves as customers and because satisfaction is commonly used as an indicator of quality by quality assurance agencies and the compilers of rankings and league tables. In business organisations, it…

This article looks at the range of financial reporting models available for use in the Australian higher education sector, the possible application of activity-based costing (ABC) in faculties and the eventual rejection of ABC in favour of a more qualitative model designed specifically for use in one institution, in a particular Faculty. The…

The workload of academics in Australia is increasing. Among the potential ramifications of this are work-related stress and burnout. Unions have negotiated workload models in employment agreements as a means of distributing workload in a fair and transparent manner. This qualitative pilot study aimed to explore how academics perceive their current…

An increasingly globalised world means that higher education institutions are employing a diverse set of academic staff from across the world, and a better understanding of these scholars and their work roles is important for effective teaching, learning, and institutional management. Using the most recent data available from the "National…

This paper investigates the users and uses of a centralised customer relationship management (CRM) system at a regional Australian university to improve the understanding of the staff experience of interacting with this customised technology. How and why the software is used by a cross section of university departments is explored through…

Higher education is becoming increasingly market-oriented. In a bid to enhance performance, reputation and competitive positioning, universities are increasingly embracing managerialist axioms and discourses. In the process, a new class of professional administrator has been created. Increasingly specialist in nature, the professionalised…

In this article, the focus is on understanding the success of one university in increasing the proportion of women at professorial level from zero in 1997 to 34 per cent in 2012, considerably above the averages for Irish, European Union and Australian universities. Using a concept of leadership "as a process of influence" and drawing on…

It is broadly acknowledged that leaders in the twenty-first century are required to navigate an increasingly complex landscape and that the types of challenges individuals and organisations face in the knowledge era require the capacity to adapt and respond to continual fluctuations and change. Outcomes from previous leadership research, combined…

Over the last 20 years, the tertiary education sector has adopted new administrative management approaches, with the aim of improving accountable and strategic focus. Over the same period, the question of how to build leadership capacity to improve learning and teaching and research outcomes has led to discussion on what constitutes academic…

In this paper, we explore the work life of a scholar new to academia in her methods of leading informally. We discuss five vignettes that offer moments of learning and reflection, including reducing performance anxiety, privileging financial accountability, the rise of the virtual world, the impact of silence, and the potential for confrontation…

This paper locates "leadingful leadership literacies" as a lens for considering changing contexts for leadership and work in higher education management. It makes a contribution to higher education leadership studies by offering an empirical account of expanded notions of leadership. These extend the field beyond those unwilling to…

This study examined the perceptions of professional staff on their contribution to student outcomes. An online Delphi survey method was used to collect data from two expert panels: professional staff based in faculties and professional staff based in central university departments. The aim of this method is for the panels to reach consensus. The…

This exploratory study of female general staff across New Zealand universities examined career motivation, subjective discrimination and home and occupational salience. Career development and aspirations and multiple home and community commitments were examined through a self-administered online questionnaire. Skill recognition, a good…

This article describes the results from a national project that investigated institutional approaches to the development of student English language capabilities in Australian higher education. The project aimed to identify the various approaches and strategies that higher education providers have established and to gauge whether they have been…

Global interest in the value of student engagement in higher education has led researchers to question whether the use of the term is clear and consistent. This article investigates the construction of the term "student engagement" at three US universities through an analysis of qualitative data. Whereas a shared understanding of the…