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Implementing service excellence in higher education

机译:在高等教育中实施卓越的服务

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摘要

Purpose – The purpose of this paper is to provide a critical analysis of the importance of service excellence in higher education. Design/methodology/approach – The research upon which this paper is based employed a phenomenological approach. This method was selected for its focus on respondent perceptions and experiences. Both structured and semi-structured interviews were conducted to collect relevant data on service excellence. The focus of the research study was on achieving and implementing service excellence in higher education. Findings are analysed and results are grounded in relevant theories and the principle of service excellence. Findings – Preliminary results suggest that implementing service excellence establishes a direct link between a workforce and successful competitive strategies. In order to compete efficiently and effectively in their niche market, higher education institutions need to implement service excellence to ensure both internal and external customer satisfaction. A strong institutional culture that values internal customers can help achieve a motivated workforce, loyalty, high performance, innovation and a distinctive institutional competitive advantage. Research limitations/implications – The qualitative data collected for this study reflect respondent perceptions and opinions. Individuals perceive and experience things differently. Although the service excellence approach is applicable to service organisations, its transferability to other sectors might affect its validity. Originality/value – The paper investigates how service excellence is achieved in industry and how it could be applied to promote competitive advantage in higher education.
机译:目的–本文的目的是对优质服务在高等教育中的重要性进行批判性分析。设计/方法/方法-本文所基于的研究采用了现象学方法。选择该方法的原因是它专注于受访者的感知和体验。进行了结构化和半结构化访谈,以收集有关优质服务的相关数据。该研究的重点是在高等教育中实现和实施卓越的服务。分析发现,并将结果基于相关理论和卓越服务原则。调查结果–初步结果表明,实施卓越的服务可以在员工队伍与成功的竞争策略之间建立直接的联系。为了在利基市场中有效地竞争,高等教育机构需要实施卓越的服务以确保内部和外部客户的满意度。重视内部客户的强大机构文化可以帮助获得积极进取的员工队伍,忠诚度,高性能,创新能力和独特的机构竞争优势。研究的局限性/含义-为这项研究收集的定性数据反映了受访者的看法和观点。个人对事物的感知和体验不同。尽管卓越服务方法适用于服务组织,但其向其他部门的可转移性可能会影响其有效性。独创性/价值–本文研究了行业中优质服务的实现方式以及如何将其应用到高等教育中以增强竞争优势。

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