Identyfikatory
Warianty tytułu
Języki publikacji
Abstrakty
The aim of the pilot study was to determine whether student travel mapping can be an effective method supporting the improvement of services at a university in the context of creating value for students and their participation in creating this value. In-depth qualitative research was carried out, consisting in conducting semi-structured interviews with students. The study used the customer journey mapping (CJM) method. Students’ experiences related to their interactions with the university were identified from the moment of making the decision to start studying at the university to the moment of formally obtaining student status. The experiments covered the period during the restrictions related to the covid-19 pandemic were in force. Research has shown that journey mapping can be a useful method supporting the improvement of processes related to student service during the recruitment process. It allows for an in-depth analysis of experiences, which shows not only the problems arising at the points of contact, but also feelings and emotions. The use of CJM can help University employees understand students and better adapt service-related processes to their real needs and expectations.
Czasopismo
Rocznik
Tom
Strony
82--99
Opis fizyczny
Bibliogr. 27 poz., tab.
Twórcy
autor
- Faculty of Economics and Management, University of Zielona Góra, Poland
Bibliografia
- [1] Andrews, J., Eade, E. (2013). Listening to students: Customer journey mapping at Birmingham City University Library and learning resources. New Review of Academic Librarianship, 19(2), pp. 161-177. DOI: 10.1080/13614533.2013.800761.
- [2] Becker, L., Jaakkola, E. (2020). Customer experience: fundamental premises and implications for research. Journal of the Academy of Marketing Science, 48, pp. 630-648. https://doi.org/10.1007/s11747-019-00718-x.
- [3] Cano, S., Rusu, C., Matus, N., Quiñones, D., Mercado, I. (2021). Analyzing the Student eXperience Concept: A Literature Review. In: Meiselwitz, G. (eds) Social Computing and Social Media: Applications in Marketing, Learning, and Health. HCII 2021. Lecture Notes in Computer Science, vol 12775. Springer, Cham. https://doi.org/10.1007/978-3-030-77685-5_14.
- [4] Ciobanu, A. (2013). The role of student services in the improving of student experience in higher education. Procedia-Social and Behavioral Sciences, 92, pp. 169-173. https://doi.org/10.1016/j.sbspro.2013.08.654
- [5] De Keyser, A. Lemon, K. N., Keiningham, T., Klaus, P. (2015), A framework for understanding and managing the customer experience, MSI Working Paper, No. 85(1), pp. 15-121.
- [6] Cambridge, MA: Marketing Science Institute. http://thearf-org-unified-admin.s3.amazonaws.com/MSI/2020/06/ MSI_Report_15-121.pdf (01.04.2023 – access date).
- [7] Fargo, H. M., Mastrangelo, A. (2021). Mapping the student engagement journey: Understanding & envisioning the library’s role. College & Undergraduate Libraries, 28 (3-4), pp. 253-272. https://doi.org/10.1080/1 0691316.2021.1969713
- [8] Gonyea, R. M., Kish, K. A., Kuh, G. D., Muthiah, R. N., i Thomas, A. D. (2003). College Student Experiences Questionnaire: Norms for the Fourth Edition. College Student Experiences Questionnaire Assessment Program (NJ1). https://files.eric.ed.gov/fulltext/ED512547.pdf (15.03.2023 - access date)
- [9] Hwang, J., Seo, S. (2016). A critical review of research on customer experience management: Theoretical, methodological and cultural perspectives. International Journal of Contemporary Hospitality Management, Vol. 28 No. 10, pp. 2218-2246. https://doi.org/10.1108/IJCHM-04-2015-0192.
- [10] Johnston, R., Kong, X. (2011). The customer experience: a road‐map for improvement. Managing Service Quality: An International Journal, Vol. 21 No. 1, pp. 5-24. https://doi.org/10.1108/09604521111100225.
- [11] Kalbach, J. (2017). Mapowanie wrażeń. Kreowanie wartości za pomocą ścieżek klienta, schematów usług i diagramów, Gliwice: Helion.
- [12] Wilson, K. L., Lizzio, A., Ramsden, P. (1997). The development, validation and application of the Course Experience Questionnaire. Studies in higher education, 22(1), pp. 33-53. DOI: 10.1080/03075079712331381121
- [13] Kuh, G.D. (2009). What Student Affairs Professionals Need to Know About Student Engagement. Journal of College Student Development 50(6), pp. 683-706. DOI:10.1353/csd.0.0099.
- [14] Lemon, K. N., Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey. Journal of Marketing, Vol. 80 No. 6, pp. 69-96. DOI: 10.1509/jm.15.0420.
- [15] Matus, N., Rusu, C., Cano, S. (2021). Student eXperience: a systematic literature review. Applied Sciences, 11(20), 9543. https://doi.org/10.3390/ app11209543.
- [16] Meyer, C., Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), pp. 116-126. https://www.iqpc.com/ media/1000229/28603.pdf (01.04.2023 – access date).
- [17] Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Services Marketing, Vol. 24 No. 3, pp. 196-208. https://doi.org/10.1108/08876041011040604 .
- [18] Rains, J. P. (2017). Defining student journey mapping in higher education: The ‘how-to’ guide for implementation on campus. Journal of Education Advancement & Marketing, 2(2), pp. 106-119.
- [19] Rosenbaum, M. S., Otalora, M. L., and Ramírez, G. C. (2017). How to create a realistic customer journey map. Business horizons, 60(1), pp. 143-150. https://doi.org/10.1016/j.bushor.2016.0 9.010.
- [20] Sabri, D. (2011). What‘s wrong with ‘the student experience’? Discourse: Studies in the Cultural Politics of Education, 32(5), pp. 657-667. DOI: 10.1080/01596306.2011.620750 .
- [21] Samson, S., Granath, K., and Alger, A. (2017). Journey mapping the user experience. College & Research Libraries, 78(4), pp. 459-471. https://doi. org/10.5860/crl.78.4.459.
- [22] Schuhbauer, H., Brockmann, P., Mustafayev, T. (2020, April). Mapping the students’ journey to develop student-centered tools. In 2020 IEEE Global Engineering Education Conference (EDUCON), IEEE, pp. 56-60. DOI: 10.1109/EDUCON45650.2020.9125139.
- [23] Snarska, A. (2019). Mapowanie podróży klienta jako metoda badania jego doświadczeń, [in:] Ed. R. Milic-Czerniak, Badania marketingowe – nowe metody badań i zastosowania, Difin, Warszawa, pp. 140-162.
- [24] Tan, A. H. T., Muskat, B., Zehrer, A. (2016). A Systematic Review of Quality of Student Experience in Higher Education. International Journal of Quality and Service Sciences, Vol. 8 Iss. 2, pp. 209-228. https://doi.org/10.1108/ IJQSS-08-2015-0058.
- [25] Temkin, B. D. (2010). Mapping the customer journey. Forrester Research, 3, 20. https://www.arataumodular.com/app/wp-content/uploads/2022/09/ Mapping-The-Customer-Journey.pdf (01.04.2023 - access date).
- [26] Yap, J. B. H., Hew, Q. L. T., Skitmore, M. (2022). Student learning experiences in higher education: Investigating a Quantity Surveying programme in Malaysia. Construction Economics and Building, 22(1), 1-20. https://search.informit.org/doi/10.3316/informit.511972483697879 (15.03.2023 - access date).
- [27] Zeng, L. M., Fryer, L. K., Zhao, Y. (2021). A comparison of three major instruments used for the assessment of university student experience: Toward a comprehensive and distributed approach. Higher Education Quarterly, 77(1), pp. 27-44. https://doi.org/10.1111/hequ.1236.
Typ dokumentu
Bibliografia
Identyfikator YADDA
bwmeta1.element.baztech-df7e7c31-d781-4f52-9359-4a861c1796a6