Exploring Frontline Conflicts at Higher Education Institutions. A Complex Methodological Approach

Katalin Jackel and Zoltan Veres

No 166, Apas Papers from Academic Public Administration Studies Archive - APAS

Abstract: This work-in-progress paper deals with human factor of the front-line (teachers and administrative staff) in higher education. Students are active participants who shape the service experience. The customers who do not behave according to standard (so-called jaycustomers), we define with the following typology: model students, agitators, violators, roleplayers, arguers and idea originators. Using complex methodology, we examine the front-line with special focus on misbehaviors. This latter is the most advanced in testing the methodology. As a preliminary conclusion we can state that it is a fundamental aim to achieve cooperation between the front-line employee and the students in jay-customer conflicts.

Keywords: conflicts; jaycustomers; frontline; higher education (search for similar items in EconPapers)
Date: 2010-07-05
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