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EDUCAUSE Library Items for Customer Service
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Service Blueprinting: Transforming the Student Experience
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November 1, 2012
Mary Jo Bitner is Professor of Marketing, PetSmart Chair, and Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University. Amy L. O…
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Leading the Student Experience: Super-Convergence of Organisation, Structure and Business Processes
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April 27, 2012
This group of case studies from the United Kingdom organization, Leadership Foundation for Higher Education, focuses on the UK higher education student experience. "The student experience …
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IT as a Game Changer
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June 6, 2012
Diana G. Oblinger is President and CEO of EDUCAUSE. This article is adapted from a chapter in the recently published book by Diana G. Oblinger, ed., Game Changers: Education …
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Chapter 3: IT as a Game Changer
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May 2, 2012
A chapter from Game Changers Diana G. Oblinger Information technology can be a game changer in higher education, as it has been in other sectors. IT has brought about much of the ec…
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The Rise of Big Data in Higher Education*
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March 22, 2012
“Big data” is the fine-grained information about customer experiences, organizational processes, and emergent trends generated as customers conduct normal business. The organization of t…
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A Systems Approach: Expanding Access and Achieving Student Success through Support Services at Rio Salado College
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March 12, 2012
This report covers how Rio Salado College (RSC) in Tempe, Arizona provides a full slate of support services to its online learners. The report was designed to capture the essence of a rela…
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Leveraging Service Blueprinting to Rethink Higher Education
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October 31, 2011
In this paper, by authors Amy L. Ostrom, Mary Jo Bitner, Kevin A. Burkhard, the Center For American Progress takes the position that higher education is a service, or a service system, and…
