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Panel: Changing Expectations From Department Chairs In The Dynamic Environment Of Higher Education, Ismet Anitsal, Melek Meral Anitsal, Michael Latta, David J. Burns
Panel: Changing Expectations From Department Chairs In The Dynamic Environment Of Higher Education, Ismet Anitsal, Melek Meral Anitsal, Michael Latta, David J. Burns
Association of Marketing Theory and Practice Proceedings 2020
The dynamic environment of higher education defines and redefines roles of faculty and administrators. Department chairs have a unique position in colleges as they are part of the faculty as well as administrators. Expectations from department chairs include a long list of activities. They have to deal with a variety of tenured and tenure track faculty at different levels, such as instructors, senior instructors, assistant, associate, full professors, and per-course faculty (adjuncts). Students are another group for them to manage, including undergraduate, graduate students with different concentrations, majors and minors as well as transfer, study-away, study abroad students besides graduate …
Panel: Are Students Our Customers? Perils And Pitfalls Of Students As Customers, Michael Latta, David J. Burns, Michael Mccall, Ismet Anitsal, Melek Meral Anitsal
Panel: Are Students Our Customers? Perils And Pitfalls Of Students As Customers, Michael Latta, David J. Burns, Michael Mccall, Ismet Anitsal, Melek Meral Anitsal
Association of Marketing Theory and Practice Proceedings 2020
Customer service has been a part of marketing for years. A common definition is: “Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.” This approach has been main streamed in higher education by Neal Raisman in his four books on the subject. This panel will present and discuss the perils and pitfalls of this approach in higher education along with a summary of an informal survey of marketing Professors.