New Paper: Rethinking Higher Education as a Service System

Leveraging Service Blueprinting to Rethink Higher Education: When Students Become ‘Valued Customers,’ Everybody Wins

“In this paper we take the position that higher education is a service, or a service system, and that transformative initiatives aiming to address the types of problems noted earlier will benefit from viewing them through a service lens. A service lens puts the customer at the center of improvement and innovation initiatives, considers the customer experience to be a foundation for analyzing and making enhancements, and assumes the customer is a co-creator of value.”

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