scholarly journals IMPROVING RELATIONSHIP QUALITY: A RELATIONAL MODEL OF INTERNAL MARKETING AND COMMITMENT TO CUSTOMER SERVICE IN HIGHER EDUCATION

2020 ◽  
Vol 8 (4) ◽  
pp. 55-68
Author(s):  
Yessy Artanti ◽  
Sri Hartini ◽  
Widyastuti ◽  
Nindria Untarini
Keyword(s):  
Higher Education ◽  
Relationship Quality ◽  
Customer Service ◽  
Service Sector ◽  
Higher Education Institutions ◽  
Internal Marketing ◽  
Internal Communication ◽  
Relational Model ◽  
Marketing Practice ◽  
And Training

Purpose: This study aims to the mediating effects of commitment to customer service on the internal marketing and relationship quality of higher education institutions. Internal marketing is accessed by internal communication and training. Methodology: The population of this research is the staff of the public service sector, especially employees in universities at Surabaya, East of Java, Indonesia. Researchers surveyed 220 employees in both private and public universities who have worked with a minimum period of 5 (five) years. These samples were selected by judgment sampling method and Path Analysis was employed to analyze data. Main Findings: Results identified internal communication and training influenced commitment to customer service which further influenced their relationship quality. Application of this study: Internal marketing practice is essential to explaining the commitment to customer service and relationship quality, especially in the higher education institutions. Novelty/Originality of this study: To the best, our knowledge is seen from testing the effects of internal marketing on two types of internal marketing outcomes and the selection of university as the object of study.

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.

scholarly journals Peculiarities of the use of volleyball means in groups of sports improvement of students of higher education institutions

2021 ◽  
pp. 7-9
Author(s):  
S. Abramov ◽  
D. Tomashevsky
Keyword(s):  
Higher Education ◽  
Physical Education ◽  
Motor Activity ◽  
Physical Fitness ◽  
Personal Development ◽  
Healthy Lifestyle ◽  
Higher Education Institutions ◽  
Daily Exercise ◽  
Education Of Students ◽  
And Training

The article considers the peculiarities of the use of volleyball in groups of sports improvement of students of higher education institutions. The current state of physical fitness of student youth is characterized. The need to improve the system of sports training of volleyball students in connection with changes in government, structural, logistical, economic conditions, the need to educate young people in a healthy lifestyle, one of the main factors of which should be daily exercise . It is established that the existing system of physical education of students on the basis of traditional provisions of current organizational and methodological programs does not provide fully effective rehabilitation, education and upbringing of students from the standpoint of conscious mandatory motor activity and personal needs in solving important tasks of personal development. The reforms carried out in the modern system of higher education have deeply affected the physical education of student youth. The most important role in the general and professional development of students of higher education institutions belongs to physical education, both as a discipline and as one of the subsystems of the holistic pedagogical process. One of the ways to solve this problem is to reorient the target programs of different types of physical culture to meet the needs of personal orientations, interests and personal goals of each student, more fully take into account the level of physical development and physical fitness, targeted use of training loads. It is for each of the cultivated types of sports activities in higher education institutions it is necessary to develop a goal, objectives, tools, forms and a comprehensive educational and training complex. This becomes possible only on the basis of the development and application of new educational and training technologies aimed at conscious motor activity of female students of higher education institutions in the chosen sport.

scholarly journals Training and methodological fees for teaching staff of an educational organization: issues of modernization and improvement

2020 ◽  
pp. 113-117
Author(s):  
Aleksandr Suprunov ◽  
Vyacheslav Vasiliev
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Educational Activity ◽  
Teaching Staff ◽  
Educational Organization ◽  
Training Impact ◽  
The University ◽  
Methodological Component ◽  
And Training ◽  
Direct Implementation

The article is devoted to the issues of optimization of training and direct implementation of such a significant way to increase the effectiveness of educational and training impact on individuals studying in higher education institutions as an educational and methodological collection. A consistent analysis of the various stages and elements of the collection is carried out in terms of possible improvement. Possible ways of interaction of structural divisions of the University aimed at improving the methodological component of the pedagogical impact of all subjects of educational activity on students are proposed.

scholarly journals Who Are Athletic Advisors? State of the Profession

2017 ◽  
Vol 37 (1) ◽  
pp. 37-50 ◽  
Author(s):  
Lisa M. Rubin
Keyword(s):  
Higher Education ◽  
Student Athletes ◽  
National Collegiate Athletic Association ◽  
Higher Education Institutions ◽  
Academic Support ◽  
National Association ◽  
Academic Advisors ◽  
Training Background ◽  
And Training

The field of athletic advising has existed since the 1970s. In the early 1990s, the National Collegiate Athletic Association mandated that higher education institutions provide academic support for student-athletes. Few researchers have identified those serving as athletic advisors, so the literature features little data on advisor demographics, training, education, and work responsibilities. Therefore, the background and experiences of 277 members of the National Association of Academic Advisors for Athletics, who responded to a survey, were explored. Specifically, athletic advisor educational and training background, burnout levels, meaning of the profession as participants describe it, advice for prospective advisors, and the knowledge they wish they had gained before entering the field are addressed. Dramaturgy was utilized as a framework for analyzing this research.

scholarly journals دور وزارة التعليم العالي في إعداد الموارد البشرية : دراسة نظرية لإعداد القوى العاملة

2021 ◽  
Vol 8 (1) ◽  
Author(s):  
دقيل نبيل محمد
Keyword(s):  
Higher Education ◽  
Developing Countries ◽  
Higher Education Institutions ◽  
Educational Institutions ◽  
Higher Educational Institutions ◽  
Modern Conception ◽  
Higher Educational ◽  
And Training

دور وزارة التعليم العالي في إعداد الموارد البشرية : دراسة نظرية لإعداد القوى العاملة This study attempts to identify the role of Higher Education Institutions in the preparation and training of qualified man- power. It investigates the establishments and development of Higher Educational Institutions, their modern conception and their problems in developing countries, especially in the Sudan .Higher Education cannot meet the needs for qualified man- power unless it works according to pre-set plans

scholarly journals QUALITATIVE METHODS OF ASSESSING THE IMAGE OF HIGHER EDUCATION INSTITUTIONS AS A COMPONENT OF INTERNAL MARKETING AND INCREASING COMPETITIVENESS

2021 ◽  
Vol 1 (20(48)) ◽  
pp. 38-45
Author(s):  
Olena Bilovodska ◽  
Olena Boienko
Keyword(s):  
Higher Education ◽  
Qualitative Methods ◽  
Higher Education Institutions ◽  
Internal Marketing

У статті узагальнено та адаптовано підходи до оцінювання іміджу закладів вищої освіти (ЗВО) та досліджено основні його принципи у системі внутрішнього маркетингу. Зокрема, виділено нормативний, факторно-критеріальний, цільовий (проблемно-орієнтований), соціально-перцептивний та системний (комплексний) підходи. У цьому контексті виокремлено види оцінювань іміджу ЗВО (за характером, за комплексністю, за повнотою, за місцем суб’єкта, за часом, за цілями, за регулярністю) та виконано системний аналіз якісних методів оцінювання іміджу ЗВО.

scholarly journals Looking Inside the Strategic Plans: Strengths and Weaknesses of Turkish Higher Education Institutions

2020 ◽  
Vol 9 (1) ◽  
pp. 32
Author(s):  
Abdullah Selvitopu ◽  
Metin Kaya
Keyword(s):  
Higher Education ◽  
Organizational Support ◽  
Higher Education Institutions ◽  
Geographical Location ◽  
Internal Communication ◽  
Faculty Members ◽  
Alumni Relations ◽  
Strategic Plans ◽  
Turkish Higher Education ◽  
Analytical Tools

As strengths and weaknesses are regarded as internal features of an organization, the present study focused on strengths and weaknesses of Turkish public universities by analyzing the SWOTs (Strengths, Weaknesses, Opportunities, Threats) of twenty higher education institutions. By applying qualitative content analytical tools, we tried to make some comparisons, twenty universities, ten ranked at the top and ten at the bottom of the URAP list, were chosen to analyze the strengths and weaknesses. Findings show that all universities top or bottom ones have internal strengths and weaknesses on their own. The strengths of universities differ according to their size, field of service, structure, history and geographical locations. Top universities which are in big size, have a deeply rooted history and situated in a better geographical location can enjoy the strengths as qualified faculty members, organizational culture, internationalization process, infrastructure and good alumni relations. On the other hand, bottom universities which have not got those advantages deal with other strengths such as young faculty members, organizational support and internal communication. As for the weaknesses, top universities need more budget and acceptable rate of faculty member and student. Bottom ones need more qualified faculty members, students and staff. As they are located in disadvantageous regions, they are in need of some promotions to attract faculties, staff, national and international students. In addition, they also should be aware of the contributions of good alumni relations.

scholarly journals Digital Readiness and Competitiveness of the EU Higher Education Institutions: The COVID-19 Pandemic Impact

2020 ◽  
Vol 4 (4) ◽  
pp. 297-304 ◽  
Author(s):  
Gunta Grinberga Zalite ◽  
Andra Zvirbule
Keyword(s):  
Higher Education ◽  
European Union ◽  
Communication Systems ◽  
Practical Knowledge ◽  
Higher Education Institutions ◽  
Daily Basis ◽  
Internal Communication ◽  
European Countries ◽  
Digital Environment ◽  
The European Union

Nowadays, students expect that their university will not only provide a valuable source of practical knowledge for them, but will also be ready to offer appropriate distance learning opportunities both on a daily basis to diversify and enrich the study process experience and during global pandemic crises, which will probably be the reality of their lives in the next decades. The novelty and topicality of this study is justified by the need to assess the COVID-19 pandemic impact on the European Union higher education system and its adaptability to switch from traditional to remote study forms. The objectives of the study were: 1) to analyse the need to improve digital skills in the European Union by investigating the achievements of the Digital Economy and Society Index; 2) to assess the current digital environment of Latvian public universities and conduct an in-depth study of the digital environment of Latvia University of Life Sciences and Technologies. The research methodology is based on the desk study, social survey, comparative analysis and logical construction research methods. The results of the study revealed the digital gap that still exists between the more developed Nordic European countries and the less developed Southern and Eastern European countries. However, detailed analysis of the situation in Latvia leads to the conclusion that Latvian higher education institutions have significantly increased the amount of digital content in both external and internal communication systems and can offer competitive educational services that comply with the contemporary education requirements.

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