Purpose: The purpose of this paper is to present the influence of the human resource (HR) manager on the quality of service in an academic college, and the human resource management (HRM) outcomes of the process. Design/methodology/approach: The paper relates to a customer satisfaction survey. More than 120 questionnaires were completed by the…

Purpose: The purpose of this paper is to examine the impacts of instructor capability and learning motivation on learning performance of business students in Vietnam. It also explores the moderating effect of personal development competitiveness on the roles of instructor capability in both learning motivation and learning performance.…

Purpose: The purpose of this paper is to introduce and describe the features of a new e-learning quality framework developed for a large multi-campus university. The framework is explicitly designed to improve the quality of e-learning sites and the quality of online student learning, by developing the skills of the academics who design the sites.…

Purpose: The purpose of this paper is to propose a process-oriented lifecycle model for ensuring quality in e-learning development and delivery. As a dynamic and iterative process, quality assurance (QA) is intertwined with the e-learning development process. Design/methodology/approach: After reviewing the existing literature, particularly…

Purpose: This paper reports on an empirical study exploring the way in which campus-based higher education institutions (HEIs) in the UK apply their internal quality assurance and enhancement (QA/QE) procedures to their e-learning courses. The purpose of this paper is to identify those characteristics of e-learning courses which affected the…

Purpose: The paper reports on findings of research into the institutional and individual influences on engaging in professional development (PD), reflecting on how PD might be made available in ways which could support quality in e-learning. Design/methodology/approach: The paper presents findings of a research project exploring factors…

Purpose: In 2004, the University of the West Indies Distance Education Centre (UWIDEC) began incorporating the use of new information and communication technologies (ICTs) in the delivery of its programmes and courses, taking a "blended learning" approach. There is a recognition, however, of the need to ensure the quality of the programme…

Purpose: The purpose of this paper is to analyse the changes taking place when learning moves from a transmissive learning model to a collaborative and reflective learning model and proposes consequences for quality development. Design/methodology/approach: The paper summarises relevant research in the field of e-learning to outline the…

Purpose: This paper seeks to consider whether academic writing should be regarded as knowledge in the making and why all such writing should be continuously challenged. Design/methodology/approach: The approach is that of a reflective discussion which considers academic writing in context, knowledge, reflectiveness and helping others to contest…

Purpose: The purpose of this paper is to examine the performance of five alternative measures of service quality in the high education sector--service quality (SERVQUAL), importance-weighted SERVQUAL, service performance (SERVPERF), importance-weighted SERVPERF, and higher education performance (HEdPERF). Design/methodology/approach: Data were…

Purpose: The purpose of this paper is to present a framework that can be utilized in the design of graduate employer surveys carried out by tertiary institutions as a form of monitoring their graduate attributes. It further aims to identify the potential issues and challenges that may be involved in undertaking such a survey.…

Purpose: In the USA, as elsewhere, there is an ongoing need to improve quality in higher education. Quality improvement models from business have not been widely embraced, and many other approaches to accountability seem to induce minimal compliance. This paper aims to contend that learning communities represent a viable alternative in the quest…

Purpose: This paper seeks to explore satisfactory and unsatisfactory classroom (student-lecturer) encounters in higher education from a student's perspective. Design/methodology/approach: The critical incident technique (CIT) is used to categorise positive and negative student-lecturer interactions, to reveal quality dimensions of the lecturer,…

Purpose: This paper sets out to report on a research project investigating the academic voice in higher education quality in the UK and the Czech Republic. It aims to describe the origins and reasons for introducing quality monitoring and assurance into higher education, showing the differences and impacts on higher education quality in England…

Purpose: The ranking of top universities in the world has generated increased interest in the factors that enhance university performance. The purpose of this paper is to identify economic and cultural factors that affect the number of top ranking universities in each country. Design/methodology/approach: This paper first identifies the number of…