It is argued that colleges and universities need to understand the importance of customer service in student retention, particularly in a competitive marketplace. Customer service concepts that work in the private sector are seen as useful in higher education, and a model is proposed. (MSE)

A model of regional competition among universities in the United Kingdom is proposed, from which a number of indexes of relative competitiveness are derived. The model is applied to data from groups of neighboring universities and then extended to other aspects of higher education and the economy in general. (Author/MSE)

Outlines a model of factors critical to establishing and maintaining sustainable competitive advantage for education-services enterprises in international markets. The model, which combines industrial economics, management theory, and services marketing, seeks to explain the strategic decision-making environment in which the education exporter…

This book reflects some of the debate following publication of the 1991 Further and Higher Education Bill, and it also draws on preliminary findings of a national research project funded by a partnership of government, business, and higher education that was designed to develop and test quality assessment methods. Chapters are organized in three…