Possibilities and limitations of using the customer experience management concept by universities

Waśkowski, Zygmunt

doi:10.14611/minib.24.06.2017.07

.blurhash-client-img { display: none !important; }

Possibilities and limitations of using the customer experience management concept by universities

Marketing of Scientific and Research Organizations

Volume 24 (2017): Issue 2 (June 2017)

By: Zygmunt Waśkowski

Open Access

|Jun 2017

Abstract

Managing an institution of higher education requires the use of methods that are appropriate to the changing market environment. One of the relatively new management concepts, which may find its application in the educational environment is the concept of customer experience management (Customer Experience Management). This article attempts to examine the possibility of its use in higher education, taking into account the related opportunities and barriers.

References

1. Baran, M., Kłos, M. (2014). Pokolenie Y — prawdy i mity w kontekście zarządzania pokoleniami. Marketing i Rynek, 5, 923–929.
Search in Google Scholar Back to article
2. Boguszewicz-Kreft, M. (2013). Marketing doświadczeń. Warszawa: wydawnictwo CeDe-Wu.
Search in Google Scholar Back to article
3. Gołąb-Andrzejak, E., (2014), Lojalność w społeczeństwie informacyjnym na przykładzie pokolenia Milenium. Marketing i Rynek, 11, 11–21.
Search in Google Scholar Back to article
4. Fazlagić, J. (2008). Charakterystyka pokolenia Y. E-mentor, 25.
Search in Google Scholar Back to article
5. Hove, N., Strauss, W. (2000). Millennials Rising. New York: Vinteage Books.
Search in Google Scholar Back to article
6. Hewlett, S.A., Sherbin, L., Sumberg, K. (2009). How Gen Y & Boomers will reshape your agenda. Harvard Business Review, 87.7/8, 71–76.
Search in Google Scholar Back to article
7. Myers, K., Sadaghiani, K. (2010). Millennials in the Workplace: A Communication Perspective on Millennials' Organizational Relationships and Performance. Journal of Business & Psychology, 25 (2), 225–238.10.1007/s10869-010-9172-7
Search in Google Scholar Back to article
8. Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Services Marketing, no. 24.10.1108/08876041011040604
Search in Google Scholar Back to article
9. Pine, B.J., Gilmore, J.H. (1998). Welcome to the Experience Economy. Harvard Business Review, no. 76. 97–105.
Search in Google Scholar Back to article
10. Schmitt, B. (2010). Experience Marketing: Concepts, Frameworks and Consumer Insights. Foundations and Trends in Marketing, Vol. 5, no. 2, 62–64.
Search in Google Scholar Back to article
11. Shaw, C. (2005). Revolutionize Your Customer Experience. New York: Palgrave Macmillan.10.1057/9780230513457
Search in Google Scholar Back to article
12. Sundbo, J, Sorensen, F. (2013). Handbook of Experience, Economy. Cheltenham: Edward Elgar Publishing Ltd.
Search in Google Scholar Back to article

DOI: https://doi.org/10.14611/minib.24.06.2017.07 | Journal eISSN: 2353-8414 | Journal ISSN: 2353-8503

Journal RSS Feed

Language: English

Page range: 1 - 14

Published on: Jun 15, 2017

Published by: ŁUKASIEWICZ RESEARCH NETWORK – INSTITUTE OF AVIATION

In partnership with: Paradigm Publishing Services

Publication frequency: 4 issues per year

Keywords:

customer experience management,

experiences marketing,

universities,

generation Y

Related subjects:

Business and economics,

Business management,

Marketing, sales, customer relations,

Management, organization, corporate governance,

Business development, change management, cooperation,

Key competences in scholarly research

© 2017 Zygmunt Waśkowski, published by ŁUKASIEWICZ RESEARCH NETWORK – INSTITUTE OF AVIATION
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Volume 24 (2017): Issue 2 (June 2017)Next article