Service design in higher education: a literature review

ABSTRACT

This literature review discusses management approaches British higher education institutions (HEIs) have adopted in their attempt to survive the turbulence of the last 20 years. From substantial changes in regulatory and financial frameworks to changing fundamental perceptions of whether higher education is a public or private good, HEIs are under ever-increasing pressure to outperform and outlast their peers. Service design logic, or simply service design, provides an excellent array of tools for effective change in the HE sector.

KEYWORDS:

• Service design
• higher education
• student services
• student satisfaction
• user experience
• universities

Disclosure statement

No potential conflict of interest was reported by the author(s).

Notes on contributor

Kelli Wolfe graduated from Santa Clara University in Santa Clara, California with a B.A. in German and a B.Sc. in Anthropology. She spent her early career in community organising and office administration in the US and has spent the last 12 years working across student services, admissions, registry, quality and management roles in the UK higher education sector. She is currently undertaking a Postgraduate Certificate in Higher Education Administration, Management and Leadership through the AUA.