SEAHO Report - Winter 2023 - 40

and professionally.
Overall, " universities are recognizing that students
are also customers and the need to provide an
excellent customer experience across the student
lifecycle " (Guilbault, 2018, p. 296). The student
experience is important to university success
(How similar is Student Experience to Customer
Experience, 2019). When providing strong customer
service experiences to students, the students feel
they have been treated well and with respect;
therefore, the students have increased satisfaction
and loyalty to the institution.
Boyd, R. L. (2012, June 18). The Pennsylvania State
University Division of Undergraduate Studies.
Retrieved from https://dus.psu.edu/mentor/2012/06/
customer-service-in-higher-education
Eagle, L. & Brennan, R. (2007) Are students
customers? TQM and marketing perspectives. Quality
Assurance in Education, 15 (1), 44-60.
Finney, T. G., & Finney, R. Z. (2010). Are students
their universities' customers? An exploratory study.
Education + Training. 52(4), 276-291. https://doi.
org/10.1108/00400911011050954
After multiple conversations with colleagues on this
topic and researching it further myself, I believe
that the idea of providing educational moments
versus customer service to students, specifically as
it relates to housing assignments, is something that
is dependent on the situation as each situation is
unique. Personally, I would love to provide every
person with the best customer service possible to
keep them happy since happy customers speak
highly of your organization and often come back;
however, I am realistic in knowing we are bound by
constraints in housing assignments as there are only
a specific number of rooms available. Because of this,
I look back at my time working at Walt Disney World
and try to put into practice the idea of providing
options to students when able. This allows students
the opportunity to learn that they may not always
get everything they want but that options are out
there. It also provides student affairs professionals an
opportunity to speak with them about the situation.
So, based on this additional research, what do you
think is the best approach for your department and
students? It may differ between institutions so it is
important to do what is best for your organization,
students and the situation(s).
REFERENCES
Amole, D. (2009). Residential satisfaction in students'
housing. Journal of Environmental Psychology, 29(1),
76-85.
40
Guilbault, M. (2018). Students as customers in higher
education: The (controversial) debate needs to end.
Journal of Retailing and Consumer Services, 40, 295298.
https://dx.doi.org/10.1016
Goudas, A. M. (2017, February). Students or
Customers? It makes a Big Difference. Retrieved from
http://communitycollegedata.com/articles/studentsor-customers/
How
similar is Student Experience to Customer
Experience. (2019, May 03). Retrieved from https://
cloudcherry.com/blog/similar-student-experiencecustomer-experience/
Hwang,
Y., & Choi, Y.C. (2019). Higher education
service quality and student satisfaction, institutional
image, and behavioral intention. Social Behavior and
Personality: An international journal, 47(2), e7622.
https://doi.org/10.2224/sbp.7622
Koris, R., & Nokelaine, P. (2015). The
student-customer orientation questionnaire
(SCOQ). International Journal of Educational
Management. 29(1), 115-138. https://doi.
org/10.1108/IJEM-102013-0152
Moore, H. P., Carswell, A. T., Worthy, S., & Nielsen,
R. (2019). Residential Satisfaction among College
Students: Examining High-End Amenity Student
Housing. Family and Consumer Sciences Research
Journal, 47(3), 260-275. https://doi.org/10.1111/
fcsr.12298
https://dus.psu.edu/mentor/2012/06/customer-service-in-higher-education https://dus.psu.edu/mentor/2012/06/customer-service-in-higher-education https://doi.org/10.1108/00400911011050954 https://doi.org/10.1108/00400911011050954 https://dx.doi.org/10.1016 http://communitycollegedata.com/articles/students-or-customers/ http://communitycollegedata.com/articles/students-or-customers/ https://cloudcherry.com/blog/similar-student-experiencecustomer-experience/ https://cloudcherry.com/blog/similar-student-experience-customer-experience/ https://cloudcherry.com/blog/similar-student-experiencecustomer-experience/ https://www.doi.org/10.2224/sbp.7622 https://doi.org/10.1108/IJEM-102013-0152 https://doi.org/10.1108/IJEM-102013-0152 https://doi.org/10.1111/fcsr.12298 https://doi.org/10.1111/fcsr.12298

SEAHO Report - Winter 2023

Table of Contents for the Digital Edition of SEAHO Report - Winter 2023

Contents
SEAHO Report - Winter 2023 - 1
SEAHO Report - Winter 2023 - Contents
SEAHO Report - Winter 2023 - 3
SEAHO Report - Winter 2023 - 4
SEAHO Report - Winter 2023 - 5
SEAHO Report - Winter 2023 - 6
SEAHO Report - Winter 2023 - 7
SEAHO Report - Winter 2023 - 8
SEAHO Report - Winter 2023 - 9
SEAHO Report - Winter 2023 - 10
SEAHO Report - Winter 2023 - 11
SEAHO Report - Winter 2023 - 12
SEAHO Report - Winter 2023 - 13
SEAHO Report - Winter 2023 - 14
SEAHO Report - Winter 2023 - 15
SEAHO Report - Winter 2023 - 16
SEAHO Report - Winter 2023 - 17
SEAHO Report - Winter 2023 - 18
SEAHO Report - Winter 2023 - 19
SEAHO Report - Winter 2023 - 20
SEAHO Report - Winter 2023 - 21
SEAHO Report - Winter 2023 - 22
SEAHO Report - Winter 2023 - 23
SEAHO Report - Winter 2023 - 24
SEAHO Report - Winter 2023 - 25
SEAHO Report - Winter 2023 - 26
SEAHO Report - Winter 2023 - 27
SEAHO Report - Winter 2023 - 28
SEAHO Report - Winter 2023 - 29
SEAHO Report - Winter 2023 - 30
SEAHO Report - Winter 2023 - 31
SEAHO Report - Winter 2023 - 32
SEAHO Report - Winter 2023 - 33
SEAHO Report - Winter 2023 - 34
SEAHO Report - Winter 2023 - 35
SEAHO Report - Winter 2023 - 36
SEAHO Report - Winter 2023 - 37
SEAHO Report - Winter 2023 - 38
SEAHO Report - Winter 2023 - 39
SEAHO Report - Winter 2023 - 40
SEAHO Report - Winter 2023 - 41
SEAHO Report - Winter 2023 - 42
https://www.nxtbook.com/nxtbooks/seaho/2024winter
https://www.nxtbook.com/nxtbooks/seaho/2023fall
https://www.nxtbook.com/nxtbooks/seaho/2023summer
https://www.nxtbook.com/nxtbooks/seaho/2023spring
https://www.nxtbook.com/nxtbooks/seaho/2023winter
https://www.nxtbook.com/nxtbooks/seaho/2022winter
https://www.nxtbook.com/nxtbooks/seaho/2021fall
https://www.nxtbook.com/nxtbooks/seaho/2021summer
https://www.nxtbook.com/nxtbooks/seaho/2021spring
https://www.nxtbook.com/nxtbooks/seaho/2021winter
https://www.nxtbook.com/nxtbooks/seaho/2020holiday
https://www.nxtbook.com/nxtbooks/seaho/2020fall
https://www.nxtbook.com/nxtbooks/seaho/2020spring
https://www.nxtbook.com/nxtbooks/seaho/2020winter
https://www.nxtbook.com/nxtbooks/seaho/2019fall
https://www.nxtbook.com/nxtbooks/seaho/2019summer
https://www.nxtbook.com/nxtbooks/seaho/2019spring
https://www.nxtbook.com/nxtbooks/seaho/2019winter
https://www.nxtbook.com/nxtbooks/seaho/2018fall
https://www.nxtbook.com/nxtbooks/seaho/2018summer
https://www.nxtbook.com/nxtbooks/seaho/2018spring
https://www.nxtbook.com/nxtbooks/seaho/2018winter
https://www.nxtbook.com/nxtbooks/seaho/2017summer
https://www.nxtbook.com/nxtbooks/seaho/2017spring
https://www.nxtbook.com/nxtbooks/seaho/2017winter
https://www.nxtbook.com/nxtbooks/seaho/2016fall
https://www.nxtbook.com/nxtbooks/seaho/2016summer
https://www.nxtbook.com/nxtbooks/seaho/2016spring
https://www.nxtbook.com/nxtbooks/seaho/2016winter
https://www.nxtbook.com/nxtbooks/seaho/2015fall
https://www.nxtbook.com/nxtbooks/seaho/2015summer
https://www.nxtbook.com/nxtbooks/seaho/2015spring
https://www.nxtbook.com/nxtbooks/seaho/2015winter
https://www.nxtbook.com/nxtbooks/seaho/2014fall
https://www.nxtbook.com/nxtbooks/seaho/2014spring
https://www.nxtbook.com/nxtbooks/seaho/2014winter
https://www.nxtbook.com/nxtbooks/seaho/50thanniversary
https://www.nxtbook.com/nxtbooks/seaho/2013fall
https://www.nxtbook.com/nxtbooks/seaho/2013summer
https://www.nxtbook.com/nxtbooks/seaho/2013spring
https://www.nxtbook.com/nxtbooks/seaho/2013winter
https://www.nxtbook.com/nxtbooks/seaho/2012fall
https://www.nxtbook.com/nxtbooks/seaho/2012summer
https://www.nxtbook.com/nxtbooks/seaho/2012winter
https://www.nxtbook.com/nxtbooks/seaho/spring2011
https://www.nxtbookmedia.com