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Possibilities and limitations of using the customer experience management concept by universities

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  • Waśkowski Zygmunt

    (Poznań University of Economics, Poland)

Abstract

Managing an institution of higher education requires the use of methods that are appropriate to the changing market environment. One of the relatively new management concepts, which may find its application in the educational environment is the concept of customer experience management (Customer Experience Management). This article attempts to examine the possibility of its use in higher education, taking into account the related opportunities and barriers.

Suggested Citation

  • Waśkowski Zygmunt, 2017. "Possibilities and limitations of using the customer experience management concept by universities," Marketing of Scientific and Research Organizations, Sciendo, vol. 24(2), pages 1-14, June.
    • Handle: RePEc:vrs:mosaro:v:24:y:2017:i:2:p:1-14:n:1
    DOI: 10.14611/minib.24.06.2017.07
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    References listed on IDEAS

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    1. Colin Shaw, 2005. "Revolutionize Your Customer Experience," Palgrave Macmillan Books, Palgrave Macmillan, number 978-0-230-51345-7.
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