共查询到20条相似文献，搜索用时 46 毫秒
1.
Ines Dužević 《Tertiary Education and Management》2013,19(1):66-79
The notion that ‘customer satisfaction’ should be the ultimate measure of quality provision of any service organization is often accepted in the higher education context. However, measuring the quality of an educational institution based on students’ satisfaction is insufficient as it diverts the focus from student development, advancement and growth to an affective evaluation of the service. More appropriate measures of quality of higher education institutions are student engagement and learning. This study describes the likely impact of perceived overall quality of higher education institutions on student engagement. The contribution of this study is twofold. First, it draws attention to the importance of higher education institution quality as the main institutional-level determinant of student engagement and, second, it suggests a comprehensive multilevel conceptual framework for its empirical testing. 相似文献
2.
B.H. Voon 《Journal of Marketing for HIGHER EDUCATION》2013,23(2):216-237
With the intensified pace of globalization and increasing customer expectations, the higher education sector, like other economy sectors, faces increasing competition in terms of serving customers better. Service has been recognized as an effective tool for a competitive advantage. Thus, there is always a need for a more effective way of improving service, specifically in higher education. For this, a strategic and service-oriented marketing construct that is empirically operationalized and tested is deemed necessary. However, this measure of customer-perceived market orientation for service has yet to be developed for academic and practical purposes. This paper presents the scale development for a service-driven market orientation (SERVMO) in higher education using data from Malaysian institutions of higher learning. The perceptions of senior students were analyzed and the results show that the proposed multi-dimensional construct consists of six components, namely customer orientation, competitor orientation, inter-functional orientation, performance orientation, long-term orientation, and employee orientation. This construct is closely correlated with service quality, customer satisfaction and customer loyalty. Some key implications and future research are also discussed. 相似文献
3.
Riina Koris Anders Örtenblad Katri Kerem Triinu Ojala 《Journal of Marketing for HIGHER EDUCATION》2015,25(1):29-44
Existing literature is polarized and primarily conceptual on the topic of student-customer orientation. Research into this phenomenon has failed to realize that higher education as such consists of several different educational experiences and has therefore addressed and studied the issue at too general a level, i.e. at the level of the higher education institution (HEI) as a whole, not at the level of educational experiences that an HEI provides. Based on a validated model of educational experiences, validated student-customer orientation questionnaire [Koris, R., & Nokelainen, P. (in press). The student-customer orientation questionnaire (SCOQ): Application of customer metaphor to higher education. International Journal of Educational Management] and a survey conducted among business students (N?=?405) in Estonia, the aim of this article is to identify whether in which categories of educational experience and to what extent students expect an HEI to be student-customer oriented. The results of the study show that students expect to be treated as customers in some, but not all categories of educational experience that an HEI offers. 相似文献
4.
陈翠文 《广东广播电视大学学报》2014,23(5):14-19
通过借鉴市场营销领域的顾客参与理论对远程教育服务体系增值模型的研究,表明学生对于目前的远程教育服务具有中等偏高的满意度,女生满意度高于男生;学生学习参与行为的维度及程度影响这一满意度指标;学费性价比的认知、教学设施使用、教学信息接收、教学信息获取、教学要求、学习疑难提出、教学服务人员接触等行为正向影响学生满意度;学生的学习兴趣满足、网上资源获取及保安服务等参与行为则对满意度起负向影响。远程教育服务体系可以通过学生参与行为的良好互动来提升服务品质,创造学生满意度最大化。 相似文献
5.
《Journal of Marketing for HIGHER EDUCATION》2013,23(2):93-105
ABSTRACT Colleges appear to be more eager and willing than ever to adopt a market orientation given declining enrollments and the downsizing that many are experiencing. Yet, the factors which foster and produce a market orientation have not been well defined in previous research. This study examines three antecedents of the market orientation within the context of higher education: institution size (student enrollment), source of funding (public/private), and institutional innovativeness. While the findings indicate that all three have some effect on adoption of a marketing orientation, innovativeness overwhelmingly plays the largest role. The implications for administrators as well as directions for future research are discussed. 相似文献
6.
张建宝 《扬州大学学报(高教研究版)》2013,(4):39-42
"教育-管理-服务-发展"是"四位一体"的有机系统。检视现实,当前高校学生工作在定位上还存在模糊之处,与学校的整体工作有待进一步契合,与学生的关系有待进一步理顺,教育、管理和服务的职能有待进一步平衡。针对于此,高校学生工作须在学校整体系统中进一步开放融合,主动引领,特别是要合理厘定教育、管理和服务的相互关系,力求三者之间界限清晰而又相辅相成,为学生的全面、全员、个性和持续发展提供有力支撑。 相似文献
7.
Some higher education management departments have started to implement customer service orientation strategies in their marketing activities in order to solidify value exchange perceptions, differentiate themselves, and improve retention rates. However, if students are to get the most out of their academic experiences, they need to become meaningfully and psychologically involved in their studies. This research study explored the specific job context of students within the higher education environment by testing the structure of the “work of students” by utilizing job design theories. The ensuing conceptual Student Engagement Work Design Model (SEWDM) and the empirical findings provide a roadmap of how the engagement elements of autonomy, feedback, skill variety, task identity, and customer services can be utilized by universities when attempting to predict institutional commitment and personal growth needs. A co-creation approach to management education is definitely more complicated to promote and implement, but it has the larger payback as costs can be lowered through the careful design of the students’ work so it will be motivational—with students helping to create a better educational experience for their peers, the faculty, and the community resulting in more positive word-of-mouth promotions. 相似文献
8.
杨萌 《湖南广播电视大学学报》2013,(1):7-12
内容摘要：电大开放教育经过十多年的发展取得了巨大成就,同时面临着严峻的挑战。引入客户关系管理,是提高学生管理的效率和质量,实现开放教育可持续发展的重要途径。基层电大开放教育学生管理应当树立以学生为中心的市场营销观念,拓展学生管理的空间,将学生管理工作分为潜在求学者管理、在校学生教育、学生就业服务、校友跟踪服务四个管理模块进行分层管理,并引入或自主研发CRM软件,建立覆盖全国电大系统的客户管理平台,采用现代CRM管理技术进行学生客户关系管理。 相似文献
9.
《Journal of Marketing for HIGHER EDUCATION》2013,23(2):19-40
ABSTRACT Increasingly, pressure is being brought to bear on Australian academics as service providers in the higher education ‘industry.’ Students are attracted to universities by marketing and promotion activities which inculcate the perception that the student is a customer. Furthermore, education is being treated by various governments as a commodity which may be purchased by customers in a free market system. The authors argue that students are not customers in the sense currently recognised by business. An alternative view of the customer base of an institution is put forward. This alternative more effectively accounts for the variety of interests that must be served by the higher education industry. 相似文献
10.
省属师范大学办学定位研究 总被引：2，自引：1，他引：1
韦冬 《广西师范大学学报(哲学社会科学版)》2008,44(5)
大学办学定位是指办学目标定位、办学类型定位、学科性质定位、服务方向定位、办学特色定位等多个方面。办学定位对大学发展与建设具有导向、凝聚和动力作用。省属师范大学属于以专门培养地方基础教育教师为主要任务的地方性高等教育机构,在我国进入教师教育转型期,教师教育呈现开放化、专业化、一体化、终身化等趋势的背景下,省属师范大学办学目标要具有前瞻性,突出自己的特色;其办学类型与层次要符合学科比例和科研规模;人才培养与社会服务要体现时代性和区域性。因此,省属师范大学应走建设以教师教育为主要特色的教学研究型地方综合性大学的发展之路。 相似文献
11.
Martijn Leenknecht Priscilla Hompus Marieke van der Schaaf 《Assessment & Evaluation in Higher Education》2019,44(7):1069-1078
To make sure that feedback fulfils its aspirations, students’ active role in feedback should be acknowledged in higher education: It is students’ uptake of feedback that determines its effectiveness. In this study, feedback seeking behaviour of students is introduced in order to enrich our knowledge about students’ active role in feedback. Goal orientation was studied as antecedent of feedback seeking behaviour, and students’ deep learning approach as a mediating factor. Results indicated that students use both monitoring and inquiry strategies of feedback seeking, but they preferred monitoring. The association between feedback seeking behaviour and goal orientation was stronger for mastery goals than for performance goals. The preference for monitoring is stronger for students with more performance goal orientation. Deep learning approach was found to be a mediator in the relationship between goal orientation and feedback seeking behaviour. It can be concluded that students with the goal to learn from the activity will use more deep learning strategies and will seek more feedback, both in an active and passive way. This effect is less present for students with performance goals. 相似文献
12.
Chuan-Ju Lin Pi-Hsia Hung Su-Wei Lin Bor-Hung Lin Fou-Lai Lin 《International Journal of Science and Mathematics Education》2009,7(3):551-573
The teaching and learning of mathematics in schools has drawn tremendous attention since the education reform in Taiwan. In
addition to assessing cognitive abilities, Taiwan Assessment of Student Achievement in Mathematics (TASA-MAT) collects background
information to help depict average student achievement in schools in an educational context. The purpose of this study was
to investigate the relationships between student achievement in mathematics and student background characteristics. The data
for this study was derived from the sample for the 2005 TASA-MAT Sixth-Grade Main Survey in Taiwan. The average age of the
sixth-grade students in Taiwan is 11 years old, as was the sample for the 2005 TASA-MAT. Student socioeconomic status (SES)
and student learning-goal orientation were specified as predictor variables of student performance in mathematics. The results
indicate that the better performance in mathematics tended to be associated with a higher SES and stronger mastery goal orientation.
The SES factor accounted for 4.98% of the variance, and student learning-goal orientation accounted for an additional 10.61%
of the variance. The major implication obtained from this study was that goal orientation was much more significant than SES
in predicting student performance in mathematics. In addition, the Rasch model treatment of the ordinal response-category
data is a novel approach to scoring the goal-orientation items, with the corresponding results in this study being satisfactory. 相似文献
13.
当前高职院校校园文化的育人功能是得到了普遍认可与重视,但价值取向缺失问题也不容忽视,文化育人的主体选择的多样性和价值多元化,使得从价值取向思考高职示范性建设下的校园文化,成为高职示范性建设必然要求,也是建立高职院校的文化特性的重要体现。因此,需要从价值取向上构建示范性高职院校校园文化建设,即实践以学生阶段性发展为核心的多元载体;形成以文化递进式渗透为方向的目标引导;塑造以精神传承为培育特色的价值取向;确立以协同合作为基础性保障的联动队伍四方面形南仑卉彤占釉青柏职汕射言寸仲．妊盘 相似文献
14.
Mona Whitley Howard Marion G. Sobol 《Decision Sciences Journal of Innovative Education》2004,2(1):27-44
In today's era of global competition, organizations must manage their functions and activities in a manner such that they are responsive to customers' needs and can provide excellence in service to the customer while also being efficient and cost conscious. These issues are extremely common in corporate organizations, but such concerns are equally relevant in service industries, including institutions of higher education. This study is conducted at a private, undergraduate institution of higher education. We utilize focus group evaluation and conjoint analysis combined with economic analysis in the form of a newly designed preferred utility economic cost diagram to pick the ideal services that should be provided to enrolled students at the institution. The package of ideal services accounts for preferred utility expressed by students and a new methodology (preferred utility function) to balance these against financial considerations to optimize services and financial gains for a college adult education program. This combination of focus groups and mathematical techniques can be easily employed by educational institutes. 相似文献
15.
《Africa Education Review》2013,10(3):466-484
Abstract Student academic success is an important issue in South African (SA) higher education (HE). The transition from school to HE is a critical time that a student must successfully negotiate in order ultimately to succeed at university. Tinto (1993) identified the first phase of the transition process as the separation phase during which the student starts the move away from the originating environment toward becoming integrated into the institutional community. Orientation programmes have traditionally been one way in which institutions have tried to assist students in adapting to the new environment. Orientation sessions have however not always had the practical effect of improving student success. This article reports back on a newly designed “true to life” extended orientation programme that was implemented during January 2008. The success of the programme was evaluated using student feedback and by tracking the academic performance of the students. After tracking student academic performance the performance of the students who took part in the orientation programme was compared with the academic results of those who did not attend. The extended orientation programme seemed to have positively contributed towards student success. 相似文献
16.
顾客关系管理在高校学生管理中的应用研究 总被引：1，自引：0，他引：1
学生管理工作者要真正理解顾客关系管理（CRM）中以“顾客”为中心的思想,必须将工作重心从“学生管理教育”拓展到“促进学生发展”上来,用全新的视角去观察、了解学生这一特殊的顾客群体,充分尊重学生的人格,保护学生的积极性,建立一个平等和双向互动的新型的管理者与被管理者关系。通过对顾客关系管理的基本概念、核心内容及核心思想的介绍,以及对高校学生管理应用顾客关系管理应做好的基础工作的分析,提出高校学生管理中应用顾客关系管理应注意的事项。 相似文献
17.
对基础教育考试改革方向的思考 总被引：3，自引：0，他引：3
曾继耘 《课程.教材.教法》2004,(2)
考试改革是新一轮基础教育课程评价改革的重要组成部分,已成为人们关注的焦点。基础教育考试改革的方向应包括六个方面:突出考试的诊断性和发展性功能;考试的内容要以课程标准为依据,体现新的人才观和教育观;改进考试的方式,倡导灵活多样、多次机会、双向选择的原则;考试要考虑学生的年龄特点和个别差异;注重考试结果的运用,进行积极的评价反馈;改革毕业考试、升学考试和招生制度,将升学考试成绩与平时评价结果有机结合起来。 相似文献
18.
Daniel B. Saunders 《Journal of Marketing for HIGHER EDUCATION》2015,25(1):5-28
While a number of scholars have discussed the pervasiveness of the conceptualization of students as customers, to date there has been limited reliable research examining the extent to which students actually view themselves as customers. Using a survey that was administered to a census of entering first-year students at a large public research university (59.8% response rate), this study shows that students do not agree with many of the educational beliefs and planned behaviors associated with a customer orientation. Results of exploratory factor analysis suggested only 28.9% of respondents expressed a customer orientation. These results show that contrary to what has become common sense in postsecondary education, most students at this public university do not express a customer orientation towards their education. Such findings should make scholars and practitioners rethink some of their embedded assumptions with regards to the goals, motivations, and general educational orientations of today's college students. 相似文献
19.
王国庆 《江苏经贸职业技术学院学报》2020,(2):72-75
借鉴企业管理中利益相关者、顾客满意度以及产品质量就是产品适用性等理念,研究如何将学生对于高职教育的满意度作为高职教育质量评价的关键要素,引导高职教育工作者转变传统教育教学观念、创新教学方法和手段、完善教育管理与服务体系。通过开展面向学生的满意度问卷调查,发现高职教育在人才培养、专业建设、管理服务等方面存在的问题并提出发展建议,以推动高职教育优化资源配置、提升发展水平、增强服务实效,从而实现高质量发展。 相似文献
20.
Fernando de Oliveira Santini Wagner Junior Ladeira Claudio Hoffmann Sampaio Gustavo da Silva Costa 《Journal of Marketing for HIGHER EDUCATION》2017,27(1):1-18
This paper discusses the results of a meta-analysis performed to identify key antecedent and consequent constructs of satisfaction in higher education. We offer an integrated model to achieve a better understanding of satisfaction in the context of higher education. To accomplish this objective, we identified 83 studies that were valid and relevant to the research objective of the current study, generating a total of 469 observations. We identified studies published from 1986 to 2016 and analyzed six antecedent dimensions (perceived value of educational services, resources provided to the student, service quality perception, marketing orientation, identity of the higher education institution, university environment) and one consequent dimension related to satisfaction. The 7 dimensions exhibited a total of 51 relationships. We believe that the originality of the findings clearly contributes to future academic research in higher education. 相似文献