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Online Learning News and Research
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Tuesday, October 08, 2002
http://www.sloan-c.org/publications/view/v1n2/coverv1n2.htm Customers of Alma Mater? Synthesis of a Sloan-C listserv conversation, June 2002 In June this year, Frank Mayadas posed a general question to the Sloan-C listserv: "What exactly is offensive about the idea of calling students 'customers'?" The passionate response—97 listserv postings—shows that the question is centrally important. Because online delivery is easing place-bound constraints, prospective learners can easily shop programs to compare curricula, services, flexibility, scheduling, price, personalization, responsiveness and more. When learners do not find what they seek in one school, they can easily transfer to another. Thus, customer satisfaction becomes an important factor in institutional planning, and from an administrative perspective, viewing students as customers seems prudent....
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