scholarly journals Student customer experience

2021 ◽  
Vol 26 (2) ◽  
pp. 211-228
Author(s):  
Branka Dropulić ◽  
Zoran Krupka ◽  
Goran Vlašić
Keyword(s):  
Higher Education ◽  
Service Providers ◽  
Information Source ◽  
Customer Experience ◽  
Future Research ◽  
Bibliometric Method ◽  
Education Experience ◽  
Dynamic Relationship ◽  
Education Theory ◽  
New Research

The higher education (HE) landscape has been undergoing significant changes over the last decade. The trends of globalization and marketization of HE has had a profound impact on the dynamic relationship between students and higher education institutions (HEI) as service providers. Research efforts have been focused on understanding the role of students as customers, drivers of quality and satisfaction, and the emotional aspects of student customer experience (SCX). Despite an ongoing debate on whether students are customers and to what extent the business paradigm can be applied to HE, focusing on students’ higher education experience makes perfect sense, since students provide revenue and create a need for all the supporting services. This paper reviews the literature on SCX in the HE context. The paper aims to reduce the fragmentation of the field by spotting gaps and finding fruitful areas for future research. Using a bibliometric method based on articles indexed in the Web of Science database, it aims to identify the current state of knowledge in the field. The research contributes to both marketing and education theory by offering venues for new research. For policymakers in HE, it may serve as an up-to-date information source when looking for theoretically proven evidence for decision-making.

scholarly journals Virtual reality and gamification in marketing higher education: a review and research agenda

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sandra Maria Correia Loureiro ◽  
Ricardo Godinho Bilro ◽  
Fernando José de Aires Angelino
Keyword(s):  
Higher Education ◽  
Virtual Reality ◽  
Research Agenda ◽  
Research Field ◽  
Future Research ◽  
Research Topics ◽  
Content Type ◽  
Education Experience ◽  
Future Research Agenda ◽  
Search Terms

Purpose The purpose of this paper is to review studies on the use of virtual reality (VR) and gamification to engage students in higher education for marketing issues to identify the research topics, the research gaps and to prepare a future research agenda. Design/methodology/approach A literature review is performed based on two search terms applied to Web of Science, resulting in a final pool of 115 articles. A text-mining approach is used to conduct a full-text analysis of papers related to VR and gamification in higher education. The authors also compare the salient characteristics presented in the articles. Findings From this analysis, five major research topics are found and analysed, namely, teaching methodologies and education, experience and motivation, student engagement, applied theories in VR and gamification. Based on this and following the theory concept characteristics methodology framework, the paper provides directions for future research. Originality/value There is no comprehensive review exploring the topics, theories, constructs and methods used in prior studies concerning VR and gamification applied to higher education services based on all the articles published in well-regarded academic journals. This review seeks to provide deeper insights, to help scholars contribute to the development of this research field.

scholarly journals Models of Student Engagement in Music Education Classroom in Higher Education

2021 ◽  
Vol 12 ◽  
Author(s):  
Aiqin Wang
Keyword(s):  
Higher Education ◽  
Student Engagement ◽  
Music Education ◽  
Future Research ◽  
Education Student ◽  
Passive Learning ◽  
Education Theory ◽  
Student Skill ◽  
New Guidelines

Higher education is undergoing a paradigm move from passive learning toward active learning. Student engagement is assumed to be a significant criterion and gauge for the quality of the student skill for higher education; however, in the literature, the term engagement remains to be vague to delineate, and it is construed in different ways. Since institutions accentuate preparing alumnae for life further than their education, student engagement has turned out to be a priority for music education, and within the last 5 years, the attention was drawn to “Students as Partners” as a response to “students as consumers” construct manipulating higher education theory. Concerning the literature review, the meaning of student engagement, determinants influencing it, and its merits are brought together. In conclusion, the implications of student engagement are presented, and new guidelines for future research are depicted.

From Communication to Conversation

2014 ◽  
Vol 4 (4) ◽  
pp. 52-64
Author(s):  
K Sai Prasad ◽  
Sita Mishra
Keyword(s):  
Social Media ◽  
Customer Loyalty ◽  
Service Providers ◽  
Communication Strategies ◽  
High Growth ◽  
Customer Experience ◽  
Future Research ◽  
Telecom Service

How have cutthroat competition and high growth compelled telecom service providers to innovatively use social media to outperform competitors, improve customer communication and maintain loyalty? Why have service providers made huge investments in social media for their CRM strategy? This case study analyses how Tata DoCoMo used social media to positively influence customer experience. The case study will help in understanding the role of social media in customer communication strategies and its impact on customer loyalty, and open up scope for future research.

scholarly journals An Analysis of Peer-Reviewed Publications on Open Educational Practices (OEP) from 2007 to 2020: A Bibliometric Mapping Analysis

2021 ◽  
Vol 13 (19) ◽  
pp. 10798
Author(s):  
Ahmed Tlili ◽  
Daniel Burgos ◽  
Ronghuai Huang ◽  
Sanjaya Mishra ◽  
Ramesh Chander Sharma ◽  
...  
Keyword(s):  
Higher Education ◽  
Students With Disabilities ◽  
Open Data ◽  
Open Science ◽  
Future Research ◽  
Educational Practices ◽  
Bibliometric Mapping ◽  
Mapping Analysis ◽  
Open Educational Practices ◽  
New Research

This study undertook a bibliometric mapping analysis of research papers on Open Educational Practices (OEP) in the Web of Science and Scopus databases. This study functions as a guide for new research, serving to identify trends in the OEP field and compare the existing research so as to identify gaps and promising future paths. A total of 635 studies were obtained; however, only 156 were finally selected for the analysis. VOSviewer software was used to identify the most frequently used keywords and terms in the abstracts and titles. This software was also used to analyse the studies for co-authorship and citations. The findings showed that research on OEP started in 2007 and focused on higher education, including open and distance higher education. Most of the OEP studies were published in English as journal articles, in particular, many were published in Distance Education, International Review of Research in Open and Distributed Learning, and Open Praxis. The United Kingdom, Spain, and Australia were the top contributors to the OEP literature. The analysis of keywords and terms in the titles and abstracts revealed that current OEP trends covered only open pedagogy and open collaboration, suggesting a need for more research on other trends, such as open assessment, open data, and open science. The results also suggested that future research needs to focus more on inclusive open educational practices that accommodate students with disabilities.

scholarly journals The interplay of customer experience and commitment

2017 ◽  
Vol 31 (2) ◽  
pp. 148-160 ◽  
Author(s):  
Timothy Keiningham ◽  
Joan Ball ◽  
Sabine Benoit (née Moeller) ◽  
Helen L. Bruce ◽  
Alexander Buoye ◽  
...  
Keyword(s):  
Strong Support ◽  
Customer Experience ◽  
Future Research ◽  
Content Type ◽  
Customer Commitment ◽  
Key Factor ◽  
New Research ◽  
Positive Word Of Mouth ◽  
Emerging Topics ◽  
Insight Into

Purpose This research aims to better understand customer experience, as it relates to customer commitment and provides a framework for future research into the intersection of these emerging streams of research. Design/methodology/approach This research contributes to theoretical and practical perspectives on customer experience and its measurement by integrating extant literature with customer commitment and customer satisfaction literature. Findings The breadth of the domains that encompass customer experience – cognitive, emotional, physical, sensorial and social – makes simplistic metrics impossible for gauging the entirety of customers’ experiences. These findings provide strong support of the need for new research into customer experience and customer commitment. Practical implications Given the complexity of customer experience, managers are unlikely to track and manage all relevant elements of the concept. This research provides a framework identifying empirically the most salient attributes of customer experience with particular emphasis on those elements that enhance commitment. This offers insight into service design to correspond with specific commitment and experience dimensions. Originality/value This research is the first to examine the customer experience as it relates to customer commitment – a key factor in customer loyalty, positive word of mouth and other desired outcomes for managers and marketers. This paper provides a framework for future research into these emerging topics.

Cambodian higher education in transition: an institutional governance perspective

2017 ◽  
Vol 11 (03) ◽  
pp. 414-434
Author(s):  
Chanphirun Sam
Keyword(s):  
Higher Education ◽  
Information Source ◽  
Institutional Development ◽  
Public Institution ◽  
Market Model ◽  
Future Research ◽  
Structured Interviews ◽  
Institutional Governance ◽  
Content Type ◽  
Governance Arrangements

Purpose The paper aims to ascertain the governance arrangements of higher education providers in Cambodia and to seek insights into institutional governance while its higher education sector is in a significant transition towards the market model. Design/methodology/approach The empirical research underpinning this paper applies a qualitative method, based on an interpretivist approach to inquiry. The study uses semi-structured interviews with 38 key research participants from relevant institutions. The data analysis follows a thematic coding approach. Findings The study has found that despite their divergent governance arrangements, three forms of higher education providers – public institution, public administrative institution and private institution – have become increasingly similar because of their convergent trend towards commercialization and politicization. These two critical issues are considered threats to institutional development in Cambodia. Research limitations/implications The interviews were conducted with the key actors at leadership and management levels. This leaves room for future research to investigate the institutional governance issue at faculty and student levels to develop a deeper understanding about the on-the-ground implementation. This paper is a useful information source for policymakers, institutional leaders and educational practitioners. Originality/value This paper addresses the under-researched issue of institutional governance in Cambodia and critically examines the assumption that devolution and privatization of higher education in Cambodia will help advance the sector for economic development. The paper contributes to the ongoing academic debate in the higher education domain while higher education institutions are struggling to sustain their place in the competitive marketplace.

Internationalisation of higher education: Impacts, challenges and future possibilities

2019 ◽  
Vol 18 (2) ◽  
pp. 127-134 ◽  
Author(s):  
Sue Robson ◽  
Monne Wihlborg
Keyword(s):  
Higher Education ◽  
Research Association ◽  
Special Edition ◽  
Education Policies ◽  
Cultural Challenges ◽  
Education Experience ◽  
Higher Education Policies ◽  
National Boundaries ◽  
New Research ◽  
Analytical Tools

This article introduces the special edition entitled ‘Critical reflections on contemporary higher education and developments of and in internationalization’. The articles presented here have resulted from the growing interest in internationalisation among members of the European Educational Research Association Network 22, Research in Higher Education. The authors responded to a special call for papers at the ECER 2016 Conference held at University College, Dublin, taking a critical stance on the phenomenon of internationalisation in relation to higher education. In this special edition, we explore a range of contemporary issues impacting upon European and European-influenced higher education policies, dialogues and practices. Internationalisation is conceptualised as a process where cross-cultural challenges are addressed, deliberative pedagogies are developed, and curriculum and the broader higher education experience is enriched to encourage individual and collective agency and engagement with the complex challenges facing society (Shaffer et al., 2017). The papers explore and critique the conceptual and methodological challenges and possibilities of researching internationalisation. They transcend institutional, disciplinary and national boundaries, and aim to offer new research approaches, analytical tools and frameworks, and a robust critique of ideas around internationalising higher education in Europe and beyond.

scholarly journals A systematic review of quality of student experience in higher education

2016 ◽  
Vol 8 (2) ◽  
pp. 209-228 ◽  
Author(s):  
Adrian Heng Tsai Tan ◽  
Birgit Muskat ◽  
Anita Zehrer
Keyword(s):  
Higher Education ◽  
Systematic Review ◽  
Student Satisfaction ◽  
Learning Experience ◽  
Student Experience ◽  
Student Experiences ◽  
Future Research ◽  
Content Type ◽  
Education Experience

Purpose The purpose of this paper is to identify and synthesize major streams of research on quality of student experience in higher education, to present an agenda for future research. Design/methodology/approach The paper presents a systematic review of research published in high-quality journals during the period 2000 to 2014 in the areas of quality of student experience and higher education. Findings Findings highlight current research trends on the quality of student experience in higher education. Results show five prevailing research streams: exploration of learning experience; exploration of student experience; gender differences in assessment of higher education experience; improvement in quality of student experience; and student satisfaction with higher education experience. Research Limitations/implications The identification of the five research streams provides the basis for a synthesis of key issues identified within each research stream. In addition, the identification of purposes and limitations in existing research supports attempts to address issues of the quality of student experiences in higher education. Practical Implications Literature currently portrays the quality of student experience as a student-centric idea. Together with the purposes and limitations identified in existing research, the paper proposes an agenda for future research that increases the variety of research streams to provide a deeper understanding of the student experience and to enhance the delivery of quality in higher education. Originality/value The findings contribute to the research scene by providing important insights in terms of the current trends and focus of existing research in the area of quality of student experiences in higher education.

scholarly journals THE SERVICE ENCOUNTER IN HIGHER EDUCATION INSTITUTIONS: A SYSTEMATIC LITERATURE REVIEW

2021 ◽  
Vol 7 (3) ◽  
pp. 20-28
Author(s):  
Steven Kayambazinthu Msosa
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Service Providers ◽  
Higher Education Institutions ◽  
Descriptive Analysis ◽  
The Body ◽  
Service Encounter ◽  
Future Research ◽  
Body Of Knowledge ◽  
Negative Feelings

This paper reviews existing literature on the service encounter in higher education institutions. It aims to analyse and provide more insight on the term service encounter, identify dimensions, the types of service encounter and how the service encounter is evaluated. The service encounter (SE) is a critical aspect of the service delivery process. It is used to determine whether the service delivered has been satisfactory or dissatisfactory. Furthermore, the service encounter offers an opportunity for the service provider to demonstrate his or her ability to offer a remarkable experience. However, it has been proven that many service providers do not take advantage of the service encounter to create student satisfaction. As a result, many encounters have left marks of unpleasant and negative feelings on the student. In higher education institutions, the service encounter helps both students and academicians communicate and understand the needs of either party. This study adopted a systematic review of the literature using several academic databases. A plethora of studies on the service encounter were reviewed from several academic databases but only 50 articles published from 1984 to 2018 were cited in this study. A descriptive analysis was used to highlight the classification of the sources used, the number of articles cited in this study and the year when the articles were published. The study identified several definitions of the service encounter and also found that there are several dimensions and types of the service encounter. The divergent views that emanate from these findings stem from the fact that there is a growth in literature and the body of knowledge on the service encounter in different sectors of the economy. The findings of this study could assist academics and practitioners to have a deeper understanding of the service encounter. Such an understanding is very critical in addressing the needs of students and other stakeholders of higher education institutions. Moreover, it can help faculty members and institutional managers deal with moments of truths which if properly managed can facilitate the realisation of student expectations and ultimately, satisfaction. This study further provides a basis for future research using the available service encounter evaluation tools or instruments.

Systems of Oppression in Geriatric Clinical Service Delivery

2021 ◽  
pp. 1-3
Author(s):  
Diane L. Kendall
Keyword(s):  
Higher Education ◽  
Service Delivery ◽  
Clinical Setting ◽  
Service Providers ◽  
Hard Work ◽  
Clinical Service ◽  
Meaningful Change ◽  
Important Work ◽  
Speech Language Pathologists ◽  
Medical Institutions

Purpose The purpose of this article was to extend the concepts of systems of oppression in higher education to the clinical setting where communication and swallowing services are delivered to geriatric persons, and to begin a conversation as to how clinicians can disrupt oppression in their workplace. Conclusions As clinical service providers to geriatric persons, it is imperative to understand systems of oppression to affect meaningful change. As trained speech-language pathologists and audiologists, we hold power and privilege in the medical institutions in which we work and are therefore obligated to do the hard work. Suggestions offered in this article are only the start of this important work.

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