Customer compatibility management: an alternative perspective on student‐to‐student support in higher education

@inproceedings{Rowley1996CustomerCM,
  title={Customer compatibility management: an alternative perspective on student‐to‐student support in higher education},
  author={Jennifer Rowley},
  year={1996}
}
Emphasizes the controllability of customer‐to‐customer interaction in the higher education environment. Argues that students′ satisfaction or dissatisfaction with their experience of a university may be significantly influenced by their experience of other students. Customer compatibility management supplements other approaches to quality management, such as TQM. Tutors and managers of the educational environment have always recognized that some features of student‐to‐student interaction need… CONTINUE READING

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