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Over the last three decades, higher education institutions have found themselves using vernacular that was once chiefly found in business disciplines, such as value‐added and competitive advantage. With the rising costs of tuition, newer‐generation students are seeing themselves more and more as customers and universities are beginning to adopt customer‐centric strategies and missions. However, even with this paradigm shift, little research has been done to extend traditional service management concepts to educational settings. This research attempts to bridge this gap by applying the SERVQUAL scale, a well‐validated and widely used service operations construct, to the classroom environment. The findings show that the SERVQUAL scale exhibits both reliability and convergent and divergent validity; in fact, in these regards, it outperforms traditional student assessment scales. Moreover, the scale can explain significant amounts of variances in student‐related outcome variables such as satisfaction and learning. This innovative approach to measuring classroom service quality does indeed show that students can be viewed as customers and has far‐reaching implications to all stakeholders in the delivery of higher education. 相似文献
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The incarcerated population is large and growing. Maintaining family connections during confinement is linked to positive outcomes, yet the family communication of incarcerated individuals is understudied. We examine the family communication of individuals incarcerated in an urban county jail for women. Four family communication themes were identified: 1) communication access and understanding, 2) family support, 3) parenting challenges, and 4) family conflict. The findings inform both theoretical and practical implications. 相似文献
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Abstract Some professionals have used empirical work indicating that institutions have deleterious effects on their mentally retarded residents to support deinstitutionalization. In the present study, we compared 17 institutionalized mentally retarded adolescents with 29 noninstitutionalized mentally retarded adolescents on measures of self‐image and outerdirectedness. We found no deleterious effects of institutionalization on the global self‐image or on self‐image scores in the cognitive, social, or physical abilities content areas. For both groups, however, global scores were higher than scores in the social and physical abilities domains. Overall, institutionalized adolescents were no more dependent on external cues in solving problems (i.e., outerdirected) than were noninstitutionalized adolescents. We found, however, an interaction effect indicating that at higher mental ages, institutionalized, relative to noninstitutionalized, adolescents relied more on external cues. The results suggest that the effects of institutionalization may be dependent on numerous factors including the specific area of adjustment assessed, the developmental level of the individual, and the quality of the institution. 相似文献