Student-customer orientation at a higher education institution: the perspective of undergraduate business students

Riina Koris, Anders Örtenblad, Katri Kerem and Triinu Ojala

Journal of Marketing for Higher Education, 2015, vol. 25, issue 1, 29-44

Abstract: Existing literature is polarized and primarily conceptual on the topic of student-customer orientation. Research into this phenomenon has failed to realize that higher education as such consists of several different educational experiences and has therefore addressed and studied the issue at too general a level, i.e. at the level of the higher education institution (HEI) as a whole, not at the level of educational experiences that an HEI provides. Based on a validated model of educational experiences, validated student-customer orientation questionnaire [Koris, R., & Nokelainen, P. (in press). The student-customer orientation questionnaire (SCOQ): Application of customer metaphor to higher education. International Journal of Educational Management ] and a survey conducted among business students ( N = 405) in Estonia, the aim of this article is to identify whether in which categories of educational experience and to what extent students expect an HEI to be student-customer oriented. The results of the study show that students expect to be treated as customers in some, but not all categories of educational experience that an HEI offers.

Date: 2015
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Citations: View citations in EconPapers (3)

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DOI: 10.1080/08841241.2014.972486

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