The number of enterprises in the service sector is increasing with the time and the market for service sector is expanding. Universities as higher education institutions were affected by these developments in the service sector and have included providing quality service to their internal and external stakeholders as their top priority. Providing…

The aim of this paper is to measure and compare the quality of services provided by higher education institutions in the Czech Republic and Vietnam. It is not the sheer volume of services offered, but their quality, which matters as a strategic tool enhancing the competitiveness in the tertiary education market. Feedback from student-clients is…

Purpose: The present article provides a narrative review of Australia's approach toward acquired brain injury (ABI) and proposes how Australia and the United States can collaborate to improve service delivery for persons with ABI and their families with epidemiology, healthcare, prevention, research, and training. Method: A narrative review of…

Eight disabled white women disability services directors shared their experiences working in disability services in higher education. The ten principles of disability justice provided the framework for this interpretative phenomenological analysis. Individual interviews were used to gain an understanding of the lived experiences of the…

The number of international visiting scholars engaged in research and teaching at institutions of higher education in the United States has increased significantly over the past two decades. While there is an extensive body of literature dedicated to understanding the acculturation process of international students, very little research has…

Purpose: This paper analyzes the value creation process in terms of the relationships between institutions, technology, integration of resources and contextual value. The study was conducted within an online learning setting in higher education, and utilized service-dominant logic as a basis for analysis. Design/methodology/approach: A total of…

Purpose: The aim of this paper is to explore the relationship between perception of service quality, student satisfaction, switching barriers on behavioural intentions among private higher education institutions (HEIs) with self-accreditation status in Malaysia. Design/methodology/approach: A total of 388 valid questionnaires were collected via a…

Purpose: Education is one among the major service sectors which is continuously growing and contributing significantly to a country's economy. Students' positive feedback through word-of-mouth (WOM) is one of the key influences attracting new admissions thereby providing competitive advantage for a university to sustain. There are numerous…

Evidence suggests that resources to address campus sexual violence (CSV) are inconsistently offered across institutions of higher education (IHE), and thus there is a need for campuses to continually assess their provision of resources and services to improve the climate and well-being of students. Conducting a periodical scan of resources…

Purpose: Higher learning institutions (HLIs) need to have quality service facilities to achieve customer satisfaction and positive word of mouth (WoM). The purpose of this study is to assess customer satisfaction as a mediator of service facility and WoM in the context of Tanzania's HLIs. Design/methodology/approach: A mixed-methods approach was…

Small institutions are in a unique and perhaps necessary position to innovate as the field changes, resources falter, and the needs of the next generation of students and families become apparent and quite different from those supported by our historical structures and service modalities. This article examines the literature surrounding historical…

Higher education institutions (HEIs), consider the customer experience an intrinsic component of their strategic plans, decision-making processes, and development. In higher education (HE) contexts, students are customers and demand high service quality. This article evaluates the perception of quality of service (QoS) in a HE setting from the…

Career services leaders lead complex operations and leverage a vast network of community and employer partnerships to broker career opportunities for the students they serve. The purpose of this study was to understand the experiences and perspectives of career services leaders who are working on diversity and social justice initiatives at large,…

Increasing the number of Black men and Black women who enter the fields of science, engineering, and medicine (SEM) will benefit the social and economic health of the nation. On May 2-3, 2022 the Roundtable on Black Men and Black Women in Science, Engineering, and Medicine of the National Academies of Sciences, Engineering, and Medicine convened a…

Researchers have discussed the crucial effect that information technology (IT) personnel have in a variety of industries. However, a knowledge gap exists in analyzing the effect that interactions between higher education IT personnel and their customers (learners, faculty, and staff) have on the ability to learn, teach, and achieve. The current…