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Guaranteeing Student Satisfaction: An Exercise in Treating Students as Customers

Guaranteeing Student Satisfaction: An Exercise in Treating Students as Customers Service guarantees, formal promises made to customers about the service they will receive, are rarely offered in university classes. In this article, the authors report on their experience in guaranteeing the satisfaction of undergraduate students with the instructor’s performance. The rationale for, success of, and lessons learned from this pedagogical exercise are reviewed. In addition, detailed feedback from students gained through focus group interviews and a written student assignment regarding the guarantee is examined. General advice related to the guarantee is offered for instructors interested in guaranteeing their own performance. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Marketing Education SAGE

Guaranteeing Student Satisfaction: An Exercise in Treating Students as Customers

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References (50)

Publisher
SAGE
Copyright
Copyright © by SAGE Publications
ISSN
0273-4753
eISSN
1552-6550
DOI
10.1177/0273475399212005
Publisher site
See Article on Publisher Site

Abstract

Service guarantees, formal promises made to customers about the service they will receive, are rarely offered in university classes. In this article, the authors report on their experience in guaranteeing the satisfaction of undergraduate students with the instructor’s performance. The rationale for, success of, and lessons learned from this pedagogical exercise are reviewed. In addition, detailed feedback from students gained through focus group interviews and a written student assignment regarding the guarantee is examined. General advice related to the guarantee is offered for instructors interested in guaranteeing their own performance.

Journal

Journal of Marketing EducationSAGE

Published: Aug 1, 1999

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