Page 10 - Crisis in Higher Education

Contents • ix

4.9 How Expanding Student Expectations
(Root Cause 7) Affect the Underlying Problems ........85
4.10 How Eroding Standards (Root Cause 8)
Affect the Underlying Problems .................................. 86
4.11 How Lack of Student Preparation (Root Cause 9)
Affects the Underlying Problems....................................90
4.12 Summary..........................................................................92
References ...................................................................................94

Chapter 5 A Customer-Focused, Resource Management
Perspective ........................................................................ 97

5.1 Customer-Focused: Who Are the Customers? .......... 99
5.2 Organizing Paradigm for Higher Education ............102
5.2.1 Coping with Multiple Customers:
Universities as Mediators ...............................103
5.2.2 Universities Are Professional Service
Organizations ...................................................105
5.2.3 Service Dominant Logic .................................107
5.2.3.1 Higher Education, Service
Dominant Logic, and Curricula ....108
5.2.3.2 Higher Education, Service
Dominant Logic, and Research......110
5.3 Strategy: Vision, Mission, Values, and Goals ...........111
5.4 Resource Management .................................................113
5.4.1 Sources of Funds ..............................................114
5.4.2 Uses of Funds ...................................................116
5.4.3 Resource Allocation ........................................117
5.5 The Solution ...................................................................118
References .................................................................................119

Chapter 6 Changing Attitudes and Expectations of Students,
Parents, Family Members, and Friends ...........................121
6.1 Changing Attitudes ..................................................... 122
6.1.1 Holding Universities Accountable ............... 122
6.1.1.1 Tuition, Fees, and
Learning Materials.......................... 123
6.1.1.2 Athletic Programs ........................... 123
6.1.1.3 Outreach and Engagement ........... 124