Customer Compatibility Management : An Alternative Perspective on Student-to-Student Support in Higher Education  

Oleh:

Rowley, Jennifer E.

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: The International Journal of Educational Management vol. 10 no. 4 (1996), page 15-20.
Topik: EDUCATION; consumer behaviour; customers; higher education; learning; students

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: II35.2 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

Emphasizes the controllability of customer - to - customer interaction in the higher education environment. Argues that students' satisfaction or dissatisfaction with their experience of a university may be significantly influenced by their experience of other students. Customer compatibility management supplements other approaches to quality management, such as TQM. Tutors and managers of the educational environment have always recognized that some features of student - to - student interaction need to be managed. Borrows some concepts from the services marketing literature and proposes a more focused and comprehensive customer compatibility management programme. Uses the theatrical metaphor to illustrate the roles and functions that need to be adapted in a compatibility management programme.

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