<abstract xmlns="http://www.w3.org/1999/xhtml"><p>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.</p></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.

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

Marketing of Scientific and Research Organizations

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Managing an institution of higher education requires the use of methods that are appropriate to the changing market environment. One of the relatively new...

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

Published Online: Jun 15, 2017

Page range: 1 - 14

DOI: https://doi.org/10.14611/minib.24.06.2017.07

Keywords
customer experience management, experiences marketing, universities, generation Y

© 2017 Zygmunt Waśkowski, published by De Gruyter Open

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

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

Published Online: Jun 15, 2017

Page range: 1 - 14

DOI: https://doi.org/10.14611/minib.24.06.2017.07

Keywordscustomer experience management, experiences marketing, universities, generation Y

© 2017 Zygmunt Waśkowski, published by De Gruyter Open

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Keywords
customer experience management, experiences marketing, universities, generation Y