The Student Is Not the Customer—An Alternative Perspective

REFERENCES

• Adler , K. 1998 . Degree Upgrades: A New Service, a New Market and a New Strategy for Higher Education. . Journal of Marketing for Higher Education , 9 ( 1 ) : 11 – 24 .
   Google Scholar
• Bailey , D. and Bennett , J. 1996 . The Realistic Model of Higher Education. . Quality Progress , 29 ( 11 ) : 77 – 79 .
   Google Scholar
• Brennan , L. and Bennington , L. 1999 . Concepts in Conflict: Students and Customers—An Australian Perspective. . Journal of Marketing for Higher Education , 9 ( 2 ) : 19 – 39 .
   Google Scholar
• Bristow , D. 1998 . Do You See What I See? The Marketing Lens Model in an Academic Setting. . Journal of Marketing for Higher Education , 8 ( 4 ) : 1 – 16 .
   Google Scholar
• Browne , B. , Kaldenberg , D. and Browne , W. 1998 . Satisfaction with Business Education: A Comparison of Business Students and Their Parents. . Journal of Marketing for Higher Education , 9 ( 1 ) : 39 – 52 .
   Google Scholar
• Dwyer , F. , Schurr , P. and Oh , S. 1987 . Developing Buyer-Seller Relationships. . Journal of Marketing , 51 : 11 – 27 .
   Web of Science ®Google Scholar
• Fram , E. and Camp , R. 1995 . Finding and Implementing Best Practices in Higher Education. . Quality Progress , 28 ( 2 ) : 69 – 73 .
   Google Scholar
• Froiland , P. 1993 . TQM Invades Business Schools. 52 – 56 . Training, July, –
   Google Scholar
• Gatfield , T. 1998 . The International Product Life Cycle Theoretical Framework and Its Application to Marketing Higher Education to International Countries: An Australian/Asian Perspective. . Journal of Marketing for Higher Education , 9 ( 1 ) : 1 – 10 .
   Google Scholar
• Hall , D. 1996 . How Useful Is the Concept of Total Quality Management to the University of the 90s? . Journal of Further & Higher Education , 20 ( 2 ) : 20 – 30 .
   Google Scholar
• Hebert , F. , Dellana , S. and Bass , K. 1995 . Total Quality Management in the Business School: The Faculty Viewpoint . SAM Advanced Management Journal , Autumn : 20 – 31 .
   Google Scholar
• Helms , S. and Key , C. 1994 . Are Students More Than Customers in the Classroom? . Quality Progress , 27 ( 9 ) : 97 – 99 .
   Google Scholar
• Kanter , R. 1994 . Collaborative Advantage: The Art of Alliances. 96 – 108 . Harvard Business Review, July-August, –
   Google Scholar
• Kotler , P. and Fox , K. 1995 . Strategic Marketing for Educational Institutions , Englewood Cliff, New Jersey : Prentice-Hall, Inc.) .
   Google Scholar
• Landrum , R. , Turrisi , R. and Harless , C. 1998 . University Image: The Benefits of Assessment and Modeling. . Journal of Marketing for Higher Education , 9 ( 1 ) : 53 – 68 .
   Google Scholar
• Licata , J. and Maxham , J. 1998 . Student Expectations of the University Experience: Levels and Antecedents for Pre-Entry Freshman. . Journal of Marketing for Higher Education , 9 ( 1 ) : 69 – 91 .
   Google Scholar
• Liu , S. 1998 . Integrating Strategic Marketing on an Institutional Level. . Journal of Marketing for Higher Education , 8 ( 4 ) : 17 – 28 .
   Google Scholar
• Lusch , R. , Boyt , T. and Schuler , D. 1996 . Employees as Customers: The Role of Social Controls and Employee Socialization in Developing Patronage. . Journal of Business Research , 35 : 179 – 187 .
   Web of Science ®Google Scholar
• Nichols , J. , Orehovec , P. and Ingold , S. 1998 . Using Logistic Regression to Identify New 'At-Risk' Freshman. . Journal of Marketing for Higher Education , 9 ( 1 ) : 25 – 37 .
   Google Scholar
• Nigel , P. 1992 . Market-Led Strategic Change , Newton, Massachusetts : Butterworth-Heineman, Ltd.) .
   Google Scholar
• Patterson , P. and Ward , T. 2000 . “ Relationship Marketing and Management ” . In Handbook of Services Marketing & Management , Edited by: Swartz , T. and Iacobucci , D. Thousand Oaks, California : Sage Publications, Inc. . eds. ()
   Google Scholar
• Rodie , A. and Kleine , S. 2000 . “ Customer Participation in Services Production and Delivery ” . In Handbook of Services Marketing & Management , Edited by: Swartz , T. and Iacobucci , D. Thousand Oaks, California : Sage Publications, Inc. . eds. ()
   Google Scholar
• Sirvanci , M. 1996 . Are Students the True Customers of Higher Education? . Quality Progress , 29 ( 10 ) : 99 – 102 .
   Google Scholar
• Spanbauer , S. 1995 . Reactivating Higher Education with Total Quality Management: Using Quality and Productivity Concepts, Techniques and Tools to Improve Higher Education. . Total Quality Management , 6 ( 5&6 ) : 519 – 537 .
   Google Scholar
• Tinto , V. 1993 . Leaving College: Rethinking the Causes and Cures of Student Attrition , Chicago : The University of Chicago Press) .
   Google Scholar
• Van Der Wiele , T. 1995 . Quality Management in a Teaching Organization. . Total Quality Management , 6 ( 5&6 ) : 497 – 508 .
   Google Scholar
• Wilson , D. 2000 . “ An Integrated Model of Buyer-Seller Relationships ” . In Handbook of Relationship Marketing , Edited by: Sheth , J. and Parvatiyar , A. Thousand Oaks, California : Sage Publications, Inc. . eds. ()
   Google Scholar
• Winston , G. 1997 . Why Can't a College Be More Like a Firm? . Change , 29 ( 5 ) : 32 – 39 .
   Google Scholar
• Winston , G. 1994 . The Decline in Undergraduate Teaching. . Change , 26 ( 5 ) : 8 – 16 .
   Google Scholar