The Meaning of the University Experience: A Service Science Approach

  • Jesús Alcoba González
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 103)


This paper focuses on the concept of experience design with the purpose of reflecting on how to create meaning from the experience of studying at university. The first part translates certain concepts based on service design to the field of Higher Education and the second describes the making of a questionnaire which intends to find the keys used by students to describe the university experience, from an exploratory point of view. The outcome of a first application of this questionnaire is analyzed and the most relevant conclusions are highlighted.


Service science experience design higher education 


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Alcoba, J.: Los métodos de enseñanza en la estrategia docente de las Instituciones de Educación Superior. Un estudio sobre Escuelas de Negocios. Universidad Pablo de Olavide, Sevilla (2010)Google Scholar
  2. 2.
    Alcoba, J.: The Paradox of Service Industrialization. In: Snene, M., Ralyté, J., Morin, J.-H. (eds.) IESS 2011. LNBIP, vol. 82, pp. 127–135. Springer, Heidelberg (2011)CrossRefGoogle Scholar
  3. 3.
    Diller, S., Shedroff, N., Rhea, D.: Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences. New Riders, Berkeley (2008)Google Scholar
  4. 4.
    Gibbs, G., Habeshaw, T., Yorke, M.: Institutional learning and teaching strategies in English Higher Education. Higher Education 40(3), 351–372 (2000)CrossRefGoogle Scholar
  5. 5.
    Hill, F.M.: Managing service quality in higher education: the role of the student as primary consumer. Quality Assurance in Education 3(3), 10–19 (1996)CrossRefGoogle Scholar
  6. 6.
    Lemley, D.: The road to authentic brand is littered with design. In: Lockwood, T. (ed.) Design Thinking: Integrating Innovation, Customer Experience, and Brand Value. Allworth Press, New York (2009)Google Scholar
  7. 7.
    Liu, C., Oppenheim, C.: Competitive intelligence and development strategy in higher education in Tianjin, China. Information Development 22, 58–63 (2006)CrossRefGoogle Scholar
  8. 8.
    Marsh, H.W.: SEEQ: A Reliable, Valid, and Useful Instrument for Collecting Students’ Evaluations of University Teaching. British Journal of Educational Psychology 52(1), 77–95 (1982)CrossRefGoogle Scholar
  9. 9.
    McAdams, D.P.: The psychology of life stories. Review of General Psychology 5(2), 100–122 (2001)CrossRefGoogle Scholar
  10. 10.
    McAdams, D.P.: Autobiographical narratives. Encyclopedia of Social Psychology (2007), (retrieved March 08, 2009)
  11. 11.
    Oldfield, B.M., Baron, S.: Student perceptions of service quality in a UK university business and management faculty. Quality Assurance in Education 8(2), 85–93 (2000)CrossRefGoogle Scholar
  12. 12.
    Petruzzellis, L., D’Uggento, A.M., Romanazzi, S.: Student satisfaction and quality of service in Italian universities. Managing Service Quality 16, 349–364 (2006)CrossRefGoogle Scholar
  13. 13.
    Pine, J., Gilmore, J. H.: Welcome to the Experience Economy. Harvard Business Review, 97–105 (Julio-Agosto 1998)Google Scholar
  14. 14.
    Porter, M.E.: What is strategy? Harvard Business Review, 61–78 (Noviembre-Diciembre 1996)Google Scholar
  15. 15.
    Rowley, J.: Beyond service quality dimensions in higher education and towards a service contract. Quality Assurance in Education 5(1), 7–15 (1997)CrossRefGoogle Scholar
  16. 16.
    Solomon, M.R., Surprenant, C., Czepiel, J.A., Gutman, E.G.: A Role Theory Perspective on Dyadic Interactions: The Service Encounter. Journal of Marketing 49(1), 99–102 (1985)CrossRefGoogle Scholar
  17. 17.
    Stodnick, M., Rogers, P.: Using SERVQUAL to Measure Quality of the Clasroom Experience. Decision Sciences Journal of Innovative Education 6(1), 115–133 (2008)CrossRefGoogle Scholar
  18. 18.
    Treacy, M., Wiersema, F.: Customer Intimacy and Other Value Disciplines. Harvard Business Review, 84–93 (Enero-Febrero 1993)Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2012

Authors and Affiliations

  • Jesús Alcoba González
    • 1
  1. 1.La Salle Campus MadridSpain

Personalised recommendations