Higher Education Institutions (HEIs) interact with a multiplicity of stakeholders, whose value expectations significantly affect their functioning. Students and academics represent the primary stakeholders of HEIs, directly contributing in their organizational success. Although they inherently perform as service co-producers, students and…

This paper develops a managerial-influence perspective in the context of e-learning technology in higher education. Drawing on principal-agent theory and the information systems (IS) continuance model, a new research model is developed and tested. The study finds support for the effects of goal congruence between managers and educators and…

Although the high costs of implementing personnel development programs in enterprises and increasingly in universities as well are commonly accepted, the scientifically-grounded evaluation of a program's effectiveness is often neglected. The aim of this paper was to evaluate a personnel development program for academics at a German university…

This study aims to determine the key factors affecting students' and instructors' continuance satisfaction with e-learning in the higher education context. In order to identify the factors that impact e-learning continuation in higher education institutions, a systematic review of the literature was conducted, revealing that the majority of…

Despite their significant presence in western business schools, the needs and experiences of international students have not been adequately reflected in the business education literature. We draw upon psychological contract theory--used to understand employer-employee relationships--to develop a novel theoretical model on the international…

In a context of increasing competition and financial difficulties for higher education institutions, alumni loyalty is a key factor for survival and success. This study tests a model derived from a relationship marketing perspective to investigate the roles of four variables (brand image, trust, satisfaction, and shared values) in the direct and…

In the context of higher education, this study examines the extent to which affective evaluations of the student experience are influenced by the point at which they are made (i.e. before the experience begins, whilst it is happening and after it has ended). It adopts a between-groups quantitative analysis of the affective evaluations made by 360…

This article represents a cross-sectional study of undergraduate students across two north-west university business schools in the UK. A purposefully designed questionnaire was collected from 350 students. The student experience was described in the form of hand-written narratives by first and final year students and had been identified by the…

Student dissatisfaction with feedback is widely acknowledged in Higher Education. This has resulted in investigations that have offered suggestions for improving student satisfaction levels. This article examines one area of student concern by focusing on the feedback that students receive on examinations. The article reports the findings of…

Malaysia has made significant progress in advancing access to education over the last two decades, having achieved the education goals of the UN's Millennium Development Goals. Unfortunately, this has not been accompanied by quality improvement, with reports of "unemployable" graduates a frequent refrain. This paper reports on a study of…

With the increasing adoption of work-integrated learning (WIL) as a feature of curricula, the idea of student satisfaction takes on a new dimension--students' experiences on placement are not routinely under the control of university academic staff, yet universities will ultimately be held responsible for the quality of students' placement…

The article investigates the interactional effects of internal and external university learning environments, and the influence of personal values, in the satisfaction formation process of international postgraduate students from Asia. Past research on student satisfaction has been narrowly focused on certain aspects of the university internal…

Surveying students to garner feedback on teaching and subject quality is a common occurrence in many universities globally. Despite the criticisms surrounding whether measures associated with these surveys are indeed valid, university managers continue to utilise them in key decision making. These surveys mirror business practices where measuring…

Master's thesis supervision is a complex task given the two-fold goal of the thesis (learning and assessment). An important aspect of supervision is the supervisor-student relationship. This quantitative study (N = 401) investigates how perceptions of the supervisor-student relationship are related to three dependent variables: final grade,…

In recent years, various reforms have sought to foster forms of marketisation in the Italian public sector, promoting the uptake of concepts such as customer satisfaction and perceived quality. In the field of higher education, such efforts have focused on certain specific areas, like quality of research and teaching, while the quality of…