Object
Title: Improving service quality at universities through student journey mapping
Contributor:
Stankiewicz, Janina - red. nacz. ; Preston, Peter- red. jęz. ; Zmyślony, Roman - red. statyst. ; Skalik, Jan - red. ; Moczulska, Marta - red. ; Adamczyk, Janusz- red.
Group publication title:
Abstract:
Abstract: 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.
Publisher:
Zielona Góra: Faculty of Economics and Management Press
Format:
Resource Identifier:
DOI:
Pages:
Source:
Management, vol. 27, no 2 (2023)
Language:
Rights:
Biblioteka Uniwersytetu Zielonogórskiego
Object collections:
- Repository > Faculties > Faculty of Economics and Management
- Repository > Types of work > Articles
- Repository > Scientific journals and UZ publishing series > Management
- Repository > Scientific journals and UZ publishing series > Civil and Environmental Engineering Reports (CEER) > Civil and Environmental Engineering Reports (CEER) (2023)
Last modified:
Feb 7, 2024
In our library since:
Feb 7, 2024
Number of object content hits:
12
All available object's versions:
https://zbc.uz.zgora.pl/repozytorium/publication/87093
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Management
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Management, vol. 27 (2023)
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Management, vol. 27, no 1 (2023)
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Management, vol. 27, no 2 (2023)
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- Factors influencing the purchase of regional wines by the Millennial generation from the Lubusz Voivodeship
- The Analysis of the Relationship between Corporate Social Responsibility and Financial Performance of Company
- Competitive insertion of the citrus-lemon chain in global value chains in Colombia
- Improving service quality at universities through student journey mapping
- The power of sale promotions: Analyzing the impact of sales promotion offerings on consumer buying behavior in the pandemic
- Inflation synchronisation strengthening in Europe in post-quantitative easing and post-pandemic high inflation times: consequences for single monetary policy management
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Management, vol. 27, no 1 (2023)
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Management, vol. 25 (2021)
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Management, vol. 24 (2020)
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Management, vol. 23 (2019)
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Management, vol. 22 (2018)
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Management, vol. 21 (2017)
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Management, vol. 20 (2016)
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Management, vol. 19 (2015)
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Management, vol. 18 (2014)
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Management, vol. 17 (2013)
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Management, vol. 16 (2012)
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Management, vol. 27 (2023)
| Edition name | Date |
|---|---|
| Improving service quality at universities through student journey mapping | Feb 7, 2024 |
