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The customer concept in university services: A classification

  • Mercedes Marzo
  • Marta Pedraja
  • Pilar Rivera
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Abstract

The changes that European university institutions are facing should lead them to apply the marketing concept in their strategies. It is therefore necessary to clearly determine the customers and identify their needs and desires. However, specialized literature shows discrepancies when defining the concept of a university customer. This work defines the customer concept, and it compiles and analyses the existing alternatives. It then presents a proposal of university customers and a classification thereof. This classification is based on the two criteria used the most in specialized literature: i) the process being analysed (teaching, learning and research) and ii) internal and external.

Key Words

Universities stakeholders customers processes teaching learning research 
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Copyright information

© Springer-Verlag 2007

Authors and Affiliations

  • Mercedes Marzo
    • 1
  • Marta Pedraja
    • 1
  • Pilar Rivera
    • 1
  1. 1.Departamento de Economía y Dirección de Empresas-Universidad de ZaragozaFacultad de CC. Económicas y EmpresarialesZaragoza(Spain)

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