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Using insights from (public) services management to improve student engagement in higher education

Cassidy, K. J., Sullivan, M. N. & Radnor, Z. ORCID: 0000-0002-1624-5729 (2019). Using insights from (public) services management to improve student engagement in higher education. Studies in Higher Education, doi: 10.1080/03075079.2019.1665010


This paper argues that current approaches used to assess and monitor student engagement in UK higher education are failing to fulfil their potential by superficially helping institutions to appear professional and innovative yet failing to accurately measure and improve engagement. Drawing on service management literature including (Public) Service Dominant theory, this paper argues that current strategies are failing to deliver for three main reasons. They do not capture the full value students derive from their engagement experience, they underplay the impact of peers within the ecosystem and they do not effectively engage employees. The paper concludes by exploring the implications of these omissions for further research and practice.

Publication Type: Article
Additional Information: This is an Accepted Manuscript of an article published by Taylor & Francis in Studies in Higher Education on 13 Sep 2019, available online:
Publisher Keywords: Student engagement, student ecosystem, behavioural analytics, service dominant logic, public services management
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HV Social pathology. Social and public welfare
L Education > LB Theory and practice of education > LB2300 Higher Education
Departments: Bayes Business School
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Text - Accepted Version
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