Internal marketing and customer-contact employees’ attitudinal outcomes

2017 ◽  
Vol 30 (1) ◽  
pp. 124-143 ◽  
Author(s):  
Arleen Hernández-Díaz ◽  
Theany Calderon-Abreu ◽  
Maria Amador-Dumois ◽  
Mario Córdova-Claudio
Keyword(s):  
Higher Education ◽  
Public Sector ◽  
Higher Education Institutions ◽  
Internal Marketing ◽  
Small Sample ◽  
Internal Communication ◽  
Public Higher Education ◽  
Customer Contact ◽  
Content Type ◽  
The Public

Purpose Higher education institutions, particularly in the case of public universities, face the challenge of creating more value in an environment of increasing requirements and limitations. The purpose of this paper is to explore the relation of internal marketing (IM) with employees’ attitudinal outcomes, which aim to stimulate and retain motivated and customer-conscious contact employees. Design/methodology/approach Survey data of 94 customer-contact employees in a public higher education institution were analysed using partial least squares path modelling to explore and predict key target constructs. Findings The results demonstrate the relationship between customer-contact employees’ service empathy (SE), institutional IM initiatives and employees’ attitudinal outcomes in the public sector, specifically higher education institutions. Research limitations/implications The current study relies on self-reported data and a small sample of customer-contact employees working only on enrolment-related areas. Further studies should be designed for theory confirmation and generalizability of the results. Practical implications Top managers in public higher education institutions must encourage organizational identification through IM initiatives, such as well-established internal communication procedures. Academic management should continuously train and retain customer-contact employees that have developed SE and a sense of belonging to the organization. SE must be incorporated in the job descriptions and training of customer-contact employees. Originality/value The study contributes to the limited literature on the use of IM and SE in the public sector, specifically higher education institutions.

Stressor factors, internal communication and commitment to change among administrative staff in Malaysian public higher-education institutions

2018 ◽  
Vol 26 (4) ◽  
pp. 291-306
Author(s):  
Nor Farah Hanis Zainun ◽  
Johanim Johari ◽  
Zurina Adnan
Keyword(s):  
Higher Education ◽  
Role Ambiguity ◽  
Higher Education Institutions ◽  
Internal Communication ◽  
Role Overload ◽  
Administrative Staff ◽  
Public Higher Education ◽  
Commitment To Change ◽  
Content Type ◽  
Organizational Constraints

Purpose The objective of this study is twofold. First, it examines the relationship between stressor factors (i.e. role overload, role conflict, role ambiguity, interpersonal conflict and organizational constraints) and commitment to change. Second, it investigates the moderating effect of internal communication in the hypothesized link. Design/methodology/approach A total of 225 administrative staff in the public higher education institutions located in the Northern Region of Peninsular Malaysia participated in the study. Structural equation modelling was used to test the hypotheses. Findings Role overload, role ambiguity and organizational constraints pose a substantial influence on commitment to change. Internal communication is a significant moderator in the association between role ambiguity and commitment to change. Research limitations/implications This study contributes to the Social Exchange Theory by assessing stressor factors as the predictors of commitment to change. Future studies can further extend the model by examining other variables related to stressor factors and extending the nomological networks of these factors in relation to commitment to organizational change. Practical implications This study makes explicit the need for management in public higher education institutions to consider stressor factors, particularly role overload, role ambiguity and organizational constraints, which affect the commitment to change. Furthermore, the aspect of internal communication in public higher education institutions deserves further attention by the management in alleviating role ambiguity and boosting commitment to change among the administrative staff. Originality/value The study is one of the pioneers to demonstrate that the presence of internal communication as a moderating factor in assessing the influence of stressors on commitment to change among administrative staff in public higher education institutions. Further, little empirical evidence on commitment to change in terms of normative, affective, and continuance in the setting of Malaysian public higher education institution is available in the literature.

Incentives for Polish higher education institutions to improve real estate efficiency

2018 ◽  
Vol 20 (3) ◽  
pp. 214-227 ◽  
Author(s):  
Małgorzata Rymarzak
Keyword(s):  
Higher Education ◽  
Real Estate ◽  
Financial Distress ◽  
Higher Education Institutions ◽  
Public Higher Education ◽  
Content Type ◽  
The Public ◽  
The Government ◽  
Polish Higher Education ◽  
Practical Implications

PurposeThe purpose of this paper is to analyse the appropriateness of incentives used by governments for Polish public higher education institutions (HEIs) to be more efficient in real estate and how these incentives can be strengthened.Design/methodology/approachA closed-ended questionnaire was sent to all public HEIs in Poland. Of the 132 questionnaires sent, 57 were successfully completed and returned, representing a response rate of 43 per cent.FindingsAnalysis of empirical data demonstrates that when considerable public funds, both national and European, were distributed to extend and upgrade academic infrastructure, Polish HEIs have had no obligation to show how they manage the assets entrusted to them, and the government has not created adequate incentives to encourage efficiency in the use of HEIs real estate. This may have resulted in a significant, yet not always justified, increase in the space at their disposal. In view of a demographic decline, the low level of internalisation of Polish HEIs, the decreasing level of funding from the public purse and the growing operation and maintenance costs of the buildings, an oversupply of space may cause financial distress to some establishments. This may affect the future of the whole system of higher education.Practical implicationsThis paper can be a resource for HEI chancellors, financial directors and campus managers, as well as HEI funding and supervisory institutions.Originality/valueThis paper highlights the need to strengthen incentives for public HEIs in Poland to foster their greater efficiency in resource allocation and utilization. Greater transparency in HEI operations and the improvement of the POL-on system may contribute to more efficient use of university assets.

scholarly journals Facilitating Corporate Entrepreneurship in Public Sector Higher Education Institutions: A Conceptual Model

2012 ◽  
Vol 6 (1) ◽  
pp. 26 ◽  
Author(s):  
Javed Nayyar Malik ◽  
Rosli Bin Mahmood
Keyword(s):  
Higher Education ◽  
Public Sector ◽  
Conceptual Model ◽  
State Government ◽  
Higher Education Institutions ◽  
Education Institution ◽  
Corporate Entrepreneurship ◽  
The Public ◽  
Proposed Model ◽  
The Impact

This paper develops a conceptual model of public sector corporate entrepreneurship for the state government higher education institutions. The proposed model is intended to depict the main antecedents that relate to corporate entrepreneurship within the public sector higher education institution  and the impact of corporate entrepreneurship on public sector HEI’s performance, as well as factors influencing its continuous performance.

scholarly journals Predictive learning analytics and the creation of emotionally adaptive learning environments in higher education institutions: a study of students' affect responses

2021 ◽  
Vol 38 (2) ◽  
pp. 243-257
Author(s):  
Paul Joseph-Richard ◽  
James Uhomoibhi ◽  
Andrew Jaffrey
Keyword(s):  
Higher Education ◽  
At Risk ◽  
Learning Analytics ◽  
Higher Education Institutions ◽  
Well Being ◽  
Small Sample ◽  
Small Scale ◽  
Affective States ◽  
Content Type ◽  
Predictive Learning

PurposeThe aims of this study are to examine affective responses of university students when viewing their own predictive learning analytics (PLA) dashboards, and to analyse how those responses are perceived to affect their self-regulated learning behaviour.Design/methodology/approachA total of 42 Northern Irish students were shown their own predicted status of academic achievement on a dashboard. A list of emotions along with definitions was provided and the respondents were instructed to verbalise them during the experience. Post-hoc walk-through conversations with participants further clarified their responses. Content analysis methods were used to categorise response patterns.FindingsThere is a significant variation in ways students respond to the predictions: they were curious and motivated, comforted and sceptical, confused and fearful and not interested and doubting the accuracy of predictions. The authors show that not all PLA-triggered affective states motivate students to act in desirable and productive ways.Research limitations/implicationsThis small-scale exploratory study was conducted in one higher education institution with a relatively small sample of students in one discipline. In addition to the many different categories of students included in the study, specific efforts were made to include “at-risk” students. However, none responded. A larger sample from a multi-disciplinary background that includes those who are categorised as “at-risk” could further enhance the understanding.Practical implicationsThe authors provide mixed evidence for students' openness to learn from predictive learning analytics scores. The implications of our study are not straightforward, except to proceed with caution, valuing benefits while ensuring that students' emotional well-being is protected through a mindful implementation of PLA systems.Social implicationsUnderstanding students' affect responses contributes to the quality of student support in higher education institutions. In the current era on online learning and increasing adaptation to living and learning online, the findings allow for the development of appropriate strategies for implementing affect-aware predictive learning analytics (PLA) systems.Originality/valueThe current study is unique in its research context, and in its examination of immediate affective states experienced by students who viewed their predicted scores, based on their own dynamic learning data, in their home institution. It brings out the complexities involved in implementing student-facing PLA dashboards in higher education institutions.

Performance Indicators and Accountability in Portuguese Public Universities

2018 ◽  
pp. 210-233
Author(s):  
Augusta da Conceição Santos Ferreira ◽  
Carlos Santos ◽  
Graça Maria do Carmo Azevedo ◽  
Judite Gonçalves ◽  
Jonas da Silva Oliveira
Keyword(s):  
Higher Education ◽  
Content Analysis ◽  
Quantitative Analysis ◽  
Public Sector ◽  
Performance Indicators ◽  
Public Universities ◽  
Higher Education Institutions ◽  
Least Squares Regression ◽  
The Public ◽  
And Performance

The public sector in Portugal has undergone major reforms, coercing institutions of higher education into greater transparency in accountability and performance indicators. The purpose of this chapter is to evaluate the level of disclosure of performance indicators by the Higher Education Institutions in Portuguese Public Universities, with a special emphasis on the obligatory nature and to evaluate if there are factors that influence the level of disclosure. This study was based on the content analysis of the management or activity reports of the 13 Portuguese public universities to calculate de level of disclosure, and used the quantitative analysis based on the Least-squares regression on the investigation of factors that influence the level of disclosure. According to the data obtained, it can be concluded that Portuguese Public Universities discloses performance indicators imposed by law and voluntarily, and it was verified that the level of disclosure is influenced by the variables dimension, financing from other sources of funding and the ranking of web of universities.

“I thought they’d do more”: conflicting expectations of crowdfunding communication

2019 ◽  
Vol 23 (2) ◽  
pp. 123-141
Author(s):  
Abbey B. Levenshus ◽  
Laura L. Lemon ◽  
Courtney Childers ◽  
Moonhee Cho
Keyword(s):  
Higher Education ◽  
Program Effectiveness ◽  
Education Institution ◽  
Internal Communication ◽  
Project Leader ◽  
Public Higher Education ◽  
Communication Management ◽  
Content Type ◽  
Internal Stakeholders

Purpose The purpose of this paper is to explore the comprehensive, ongoing role of communication in an enterprise crowdfunding context, which has been largely overlooked. Design/methodology/approach A large public higher education institution in the Southeastern USA was chosen as the case study unit to illuminate an enterprise-wide crowdfunding program using a proprietary, in-house platform, compared to commercial sites like Kickstarter that do not let organizational leaders strategically plan and manage the platform and its communication functions. Such autonomy provides a richer landscape for studying organizational members’ communication and communication management related to an enterprise crowdfunding program. Findings The case study identified communication-related challenges to the fundraising program’s success such as limited project leader and funding recipients’ commitment to communicate with their social networks about the projects. Internal communication and conflicting expectations, largely ignored in current crowdfunding research, were seen as critical to program effectiveness. Originality/value This study adds scholarly and practical depth to knowledge of enterprise crowdfunding, a relatively new phenomenon in nonprofit and higher education fundraising. While not generalizable to all settings, findings can offer transferable guidance for organizations seeking to engage internal stakeholders related to new and innovative fundraising programs that require their active buy-in and participation.

Are higher education institutions in Europe preparing students for IPSAS?

2019 ◽  
Vol 33 (2/3) ◽  
pp. 363-378 ◽  
Author(s):  
Berit Adam ◽  
Isabel Brusca ◽  
Eugenio Caperchione ◽  
Jens Heiling ◽  
Susana Margarida F. Jorge ◽  
...  
Keyword(s):  
Higher Education ◽  
Public Sector ◽  
Financial Management ◽  
Higher Education Institutions ◽  
Accounting Standard ◽  
Content Type ◽  
Eu Member States ◽  
Public Sector Accounting ◽  
Future Education ◽  
Near Future

Purpose The purpose of this paper is to analyze whether higher education institutions (HEIs) in EU Member States are aware of the relevance of the ongoing reforms in public sector accounting (PSA) and the need to prepare their students to become expert professionals in that area. It particularly assesses whether these organizations currently provide, or will provide in the near future, education on International Public Sector Accounting Standard (IPSAS)/EPSAS, so that a sufficient number of graduates will be ready to match the foreseeable demand for experts in IPSAS/EPSAS. Design/methodology/approach Adopting a purposive sample, the paper compares the situation in four EU countries (Germany, Italy, Portugal and Spain). Data have been obtained through a questionnaire provided to selected professors in relevant HEIs in the selected countries. Findings HEIs are giving only limited room to PSA and financial management, with differences in terms of program offerings and coverage of topics among the four countries. Furthermore, in most cases, the programs are adapted to the national budgetary and accounting standards and courses are seldom focused on the IPSASs. Originality/value The paper contributes to the literature on PSA harmonization, through an innovative analysis of PSA and financial management teaching, both at national and international levels.

Analysing a 'neoliberal moment' in English higher education today

2010 ◽  
Vol 3 (2) ◽  
pp. 55-72 ◽  
Author(s):  
Joyce E. Canaan
Keyword(s):  
Higher Education ◽  
Public Sector ◽  
Higher Education Institutions ◽  
Considerable Change ◽  
The Self ◽  
The Public ◽  
Education Today ◽  
New Criterion ◽  
Do So ◽  
As If

English higher education, like other parts of the public sector and higher education in other countries, is currently undergoing considerable change as it is being restructured as if it were a market in which universities, departments and academics compete against one another. This restructuring is producing new processes of subjectivity that discipline those who work and study in higher education institutions. Feminist poststructuralists have suggested that this restructuring is enabled partly through new forms of accountability that seemingly offer the 'carrot' of self-realisation alongside the 'stick' of greater management surveillance of the burgeoning number of tasks that academics, amongst others, must perform. This paper, located in the context of these changes, builds on Judith Butler's insight that processes of subjection to the dominant order through which the self is produced entail both mastery and subjection. That is, submission requires mastery of the underlying assumptions of the dominant order, which concomitantly introduces possibly subversive responses to subjection. This paper explores a 'neoliberal moment' I recently experienced when I had to fill out a form introduced for modules that failed to reach newly introduced marking 'benchmark' criteria. As I suggest, the process of being subjected to the disciplining that this new criterion demanded, brought me the mastery necessary to avoid such disciplining in future. However, individual subversion did not significantly challenge these forms of accountability; only a collective 'scholarship with commitment' could do so.

Leadership in universities

2011 ◽  
Vol 7 (3) ◽  
pp. 229-234 ◽  
Author(s):  
Peter Scott
Keyword(s):  
Higher Education ◽  
Public Sector ◽  
New Public Management ◽  
Central Government ◽  
Publicly Funded ◽  
Apparent Paradox ◽  
Mass System ◽  
Content Type ◽  
The Public ◽  
The Impact

PurposeThe purpose of this paper is to consider whether recent changes in higher education – notably a tripling of student fees and the withdrawal of most direct public funding for teaching – pose fundamental challenges for the pattern of governance, leadership and management in colleges in universities. It considers the impact not only of these visible, politically‐driven changes but also of less visible and longer‐terms shifts in curriculum, teaching delivery, learning cultures and research organisation.Design/methodology/approachHigher education has changed more than most other publicly funded services. Within the space of two generations it has moved from being a collection of institutions catering for an academically (and socially) selected elite, to become a mass system enrolling almost half of young adults – and an increasing proportion of adult students. Yet its governance and management have been marked by continuity. This paper considers the challenges that this greatly extended role for higher education poses for leadership – but in the context of stable arrangements for governance and management. Higher education leadership is also compared, and contrasted with, leadership in other parts of the public sector.FindingsAlthough higher education has been influenced by the New Public Management, it has changed less than other publicly funded services. Although Vice‐chancellors have taken on many of the trappings of executive leaders, most continue to be drawn from traditional academic backgrounds. Few professional managers have broken through into top leadership roles. Governance arrangements, in particular, have changed little – posing issues of strategic oversight and management accountability. Nevertheless, universities have demonstrated remarkable resilience and adaptability, experiencing few of the crises (financial and otherwise) common in other parts of the public sector. This apparent paradox may indicate how effective university leadership may be in the context of managing more open and distributed “knowledge” organisations.Originality/valueConventional wisdom, within central government and elsewhere, suggests that higher education may be experiencing a “deficit” in relation to modern leadership cultures. This paper challenges that assumption, suggesting that other parts of the public sector, especially, those employing a large number of expert and autonomous professionals, could learn from the experience of universities.

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