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Customer Focus in European Higher Education Systems

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Book cover Applied Ethics for Entrepreneurial Success: Recommendations for the Developing World (GSMAC 2018)

Part of the book series: Springer Proceedings in Business and Economics ((SPBE))

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Abstract

This article looks at the idea and practice of “customer focus” in higher education. As a global trend with origins in the business and corporate world, customer focus has come to increasingly shape public services worldwide. Influenced by business thinking, terminology, and practices, governmental organizations across policy areas have used customer focus to reform public services in order to bring them closer to the demands and expectations of their users. The paper particularly analyzes changes in customer focus understanding and its implications for the European higher education policies. The aim of the article is to contribute to a better conceptualization and policy understanding of this growing approach to higher education reform.

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Author information

Authors and Affiliations

  1. Faculty of Economics and Business Administration, Department of Economics and Business Administration in German language, Babeş-Bolyai University, Cluj-Napoca, Romania

    Diana Ivana

  2. InnoLab, University of Vaasa, Vaasa, Finland

    Sorin Dan

  3. Bucharest University of Economic Studies, Faculty of International Business and Economics, Romanian Academy, Institute for Economic Forecasting, Bucharest, Romania

    Oana Cristina Popovici

Authors
  1. Diana Ivana
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  2. Sorin Dan
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  3. Oana Cristina Popovici
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Corresponding author

Correspondence to Diana Ivana .

Editor information

Editors and Affiliations

  1. Griffiths School of Management, Emanuel University of Oradea, Oradea, Romania

    Sebastian Văduva

  2. Griffiths School of Management, Emanuel University of Oradea, Oradea, Romania

    Ioan Fotea

  3. Emanuel University of Oradea, Oradea, Romania

    Lois P. Văduva

  4. College of Business and Communications, Concordia University Texas, Austin, TX, USA

    Randolph Wilt

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Ivana, D., Dan, S., Popovici, O.C. (2019). Customer Focus in European Higher Education Systems. In: Văduva, S., Fotea, I., Văduva, L., Wilt, R. (eds) Applied Ethics for Entrepreneurial Success: Recommendations for the Developing World. GSMAC 2018. Springer Proceedings in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-030-17215-2_8

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