An increasing amount of scholarly literature exists that examines the relationship between students and universities, and their role in university governance and quality assurance of their higher education experiences. The traditional mechanisms for involving students in university governance -- for example, through representation by student…

As colleges and universities across the United States continue to grapple with enrollment challenges, many are embracing the concept of customer service as way to improve the student experience and positively impact retention. However, as many institutions of higher education begin to evaluate their own organizational structure, the notion of…

Purpose: The purpose of this paper is to use Fink's (2013) taxonomy of significant learning in a retail marketing class to help rural, price-sensitive students develop empathy toward high-end urban customers while becoming self-directed learners. Design/methodology/approach: Using a 16-week pilot course, students developed a gaming prototype and…

The objectives of the study are to develop a curriculum for an English training for counter clerks in convenience stores in Chiang Mai, Thailand and to evaluate the effectiveness of the developed curriculum. A mixed-method research design was employed. In the curriculum development phase, participants were 20 counter clerks and 10 administrators…

This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing…

The roadmap towards the commercialization of goods and services has been continually enhanced and modified to accommodate a more digital landscape. Businesses are building more robust websites and point-of-service opportunities that do not require human intervention. In turn, consumer shopping patterns and behaviors have shifted in response to…

Purpose: The purpose of this paper is to study Bayesian dependency modelling (BDM) to validate the model of educational experiences and the student-customer orientation questionnaire (SCOQ), and to identify the categories of educatonal experience in which students expect a higher educational institutions (HEI) to be student-customer oriented.…

Changes within the structure of a dynamic market and competition influences purchasing preferences and behavior of customers. The consumption fact of today differs from traditional consumption perceptions. This difference is caused by the fact that the act of consumption is not only based on utilitarian but also hedonic instincts. The shopping…

This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase intention, and loyalty). This study adopted a cross-sectional survey approach and data were collected…

The concept of customer-brand relationship (CBR) is becoming increasingly important. However, the description of what constitutes student-university brand relationship is relatively limited. Underpinned by social exchange theory, this study proposes student--university brand relationship formation that comprises of utility (UV), hedonic (HV) and…

Business education is undergoing paradigmatic changes, and business schools are feeling the brunt of these changes. This article proposes that "business as usual" is over for traditional business schools. Using Ohmae's 3Cs--customers, competitors, and company--as an analytical framework, I examine important changes from different vantage…

Globalization in the banking industry has demonstrated one of the most significant necessities of today, English for Specific Purposes (ESP)-based curricula. ESP drives contemporary organizations to communicate effectively with customers, suppliers, and competitors across geographical boundaries. Therefore, it is imperative to examine learners'…

Students frequently struggle to understand the differences among various types of organizational structures and how these differences affect organizational processes and outcomes. In the exercise described in this article, students are given a list of jobs from a medical rehabilitation center and asked to create an organizational chart. Students…

To improve customer service, some academic libraries have used a service philosophy statement to foster a shared understanding of service standards. The authors conducted semistructured interviews with heads of public services at academic libraries to understand how the service philosophy statement was used in practice and its impact on staff…

Knowledge Management (KM) is often touted as a panacea for organisations aiming to be efficient and competitive. While the world today has undoubtedly entered an information era, how organisations convert information to usable knowledge has become of significant importance. Furthermore, the growing emphasis on managing and utilizing knowledge to…