The transformation of higher education: evaluation of CRM concept application and its impact on student satisfaction
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DOI: 10.1007/s40821-015-0037-x
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References listed on IDEAS
- Abhay Shah, 2009. "The Impact of Quality on Satisfaction, Revenue, and Cost as Perceived by Providers of Higher Education," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 19(2), pages 125-141, December.
- Reimann, Martin & Schilke, Oliver & Thomas, Jacquelyn S., 2010. "Toward an understanding of industry commoditization: Its nature and role in evolving marketing competition," International Journal of Research in Marketing, Elsevier, vol. 27(2), pages 188-197.
- Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
- Amir Mozaheb & Sayyed Mohammad Ali Alamolhodaei & Mohammad Fotouhi Ardakani, 2015. "Effect of Customer Relationship Management (CRM) on Performance of Small-Medium Sized Enterprises (SMEs) Using Structural Equations Model (SEM)," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 5(2), pages 42-52, April.
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- Sandra Brkanlić & Javier Sánchez-García & Edgar Breso Esteve & Ivana Brkić & Maja Ćirić & Jovana Tatarski & Jovana Gardašević & Marko Petrović, 2020. "Marketing Mix Instruments as Factors of Improvement of Students’ Satisfaction in Higher Education Institutions in Republic of Serbia and Spain," Sustainability, MDPI, vol. 12(18), pages 1-16, September.
- Schmidt, Holger & Baumgarth, Carsten, 2017. "Empowerment from a "student as customer" perspective: Literature review and development of a framework in the context of higher education," PraxisWISSEN Marketing: German Journal of Marketing, AfM – Arbeitsgemeinschaft für Marketing, vol. 2(01/2017), pages 87-104.
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More about this item
Keywords
CRM strategy; Higher education sector; Krueger/Homp SOS categorization; Student-oriented education; Student satisfaction; Student retention;All these keywords.
JEL classification:
- I23 - Health, Education, and Welfare - - Education - - - Higher Education; Research Institutions
- O32 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Management of Technological Innovation and R&D
- P46 - Political Economy and Comparative Economic Systems - - Other Economic Systems - - - Consumer Economics; Health; Education and Training; Welfare, Income, Wealth, and Poverty
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