This dissertation investigates student experiences on a four-year public U.S. college campus, focusing on the impact of humanized support services in non-academic administrative offices. Chapter 1 introduces the study's purpose, while Chapter 2 reviews literature on customer service practices through the lenses of Experience Management, Service Blueprinting, and Postsecondary Service Culture. Chapter 3 outlines the qualitative research methodology, using semi-structured interviews and a grounded theory design to analyze participant perceptions. Chapter 4 presents a thematic analysis of the collected data, identifying themes that reveal positive, negative, and mixed impacts on the academic journey, thereby providing a nuanced understanding of the student experience. Chapter 5 introduces a theoretical framework on humanization as a comprehensive customer service model, emphasizing empathy and human-centered approaches. Chapter 6 offers recommendations for service improvements, the framework's implications, and suggestions for future research. The thematic analysis uncovered key themes: supportive relationships and personalized assistance from staff significantly enhanced students' connection to the institution influencing their overall academic journey. Conversely, administrative barriers and poor customer service negatively impacted students by increasing stress and hindering academic progress. Mixed impacts were evident in crisis management and institutional resources and expansion, where perspectives varied widely among participants. These findings highlight the importance of empathetic and responsive support services in improving student experiences and suggest best practices for managing experiences and service operations on campuses. Thematic analysis not only deepens the understanding of student needs but also provides actionable insights for developing more practical and humanistic customer service strategies in institutions. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page: http://www.proquest.com/en-US/products/dissertations/individuals.shtml.]