1 |
Barrett, L.R. (1996) On students as customers: some warning from America, Higher Education Review, 28(3), 70-71.
|
2 |
Allen, R.F. and Shen, J. (1999) Some new evidence of the character of competition among higher education institutions, Economics of Education Review, 18(4), 465-470.
DOI
ScienceOn
|
3 |
Annandale, W. (2013) Higher education marketing: what a difference a year makes or does it? Higher Education Network, www.guardian.co.uk.
|
4 |
Avdjieva, M. and Wilson, M. (2002) Perspectives: Exploring the Development of Quality in Higher, Education Managing Service Quality, 12(6), 372-383.
DOI
|
5 |
Becket, N. and Brookes, M. (2006) Evaluating quality management in university departments, Quality Assurance in Education, 14(2), 123-142.
DOI
ScienceOn
|
6 |
Bejou, D. (2005) Treating students like customers, Biz Ed Magazine, Retrieved from http://www.aacsb.edu /publications /Archives/marapr05-toc.asp.
|
7 |
CRMguru.com (2005) What is CRM? Customer Think Corporation, retrieved from http://www.crmguru.com/content/answers/whatiscrm.html, Burlington.
|
8 |
Binsardi, A. and Ekwulugo, F. (2003) International marketing of British education:research on the students' perception and the UK market penetration, Marketing Intelligence and Planning, 21(5), 318-327.
DOI
ScienceOn
|
9 |
Brigham, S. (1994) Twenty Five Snapshots of a Movement: Profiles of Campuses Implementing CQI, Washington, D.C.:American Association for Higher Education.
|
10 |
Brochado, A. (2009) Comparing alternative instruments to measure service quality in higher education, Quality Assurance in Education, 17(2), 174-190.
DOI
ScienceOn
|
11 |
Coates, G. and Adnett, N. (2003) Encouraging cream-skimming and dreg-siphoning? Increasing competition between English HEIs, British Journal of Educational Studies, 51(3), 202-218.
DOI
ScienceOn
|
12 |
Curtis, T., Abratt, A. and Minor, W. (2009) Corporate brand management in higher education: the case of ERAU, Journal of Product & Brand Management, 18(6), 404-413.
DOI
ScienceOn
|
13 |
Daradoumis, T. et al. (2010) CRM applied to higher education: developing an emonitoring system to improve relationships in e-learning environments, International Journal of Services Technology and Management, 14(1), 103-125.
DOI
|
14 |
Dill, D.D. (2003) Allowing the market to rule: the case of the United States, Higher Education Quarterly, 57(2), 136-157.
DOI
ScienceOn
|
15 |
Demetriou, C. (2008) Arguments against applying a customer-service paradigm, The Mentor: An Academic Advising Journal, 10(3), Retrieved from http://www.psu.edu/dus/mentor in October 2013.
|
16 |
Douglas, J., Douglas, A. and Barnes, B. (2006) Measuring student satisfaction at a UK university, Quality Assurance in Education, 14(3), 251-267.
DOI
ScienceOn
|
17 |
Farr, M. (2003) Extending participation in higher education Implications for marketing, Journal of Targeting, Measurement and Analysis for Marketing, 11(4), 314-325.
DOI
|
18 |
Franz, R.S. (1998) Whatever you do, don't treat your students like customers! Journal of Management Education, 22(1), 63-69.
DOI
ScienceOn
|
19 |
Grant, G.B. and Anderson, G. (2002) Customer Relationship Management: A Vision for Higher Education, EDUCAUSE and NACUBO Publication.
|
20 |
Helyer, R. (2011) Aligning higher education with the world of work, Higher Education, Skills and Work-based Learning, 1(2), 95-105.
DOI
|
21 |
Hemsley-Brown, J. and Goonawardana, S. (2007) Brand harmonization in the international higher education market, Journal of Business Research, 60(9), 942-948.
DOI
ScienceOn
|
22 |
Harrison-Walker, L.J. (2010) Customer prioritization in higher education: targeting 'right' students for long-term profitability, Journal of Marketing for Higher Education, 20(2), 191-208.
DOI
ScienceOn
|
23 |
Helyer, R. and Dionne, L. (2010) Higher level skills in the Tees Valley (Tees Valley Unlimited and Teesside University), Retrieved from http://www.teesvalleyunlimited.gov.uk.
|
24 |
Hill, F.M. (1995) Managing service quality in higher education: the role of student as primary consumer, Quality Assurance in Education, 3(3), 10-21.
|
25 |
Hayes, I. and College, S. (2009) New Strategies for Managing Relationships: Recent Research Findings and Recommendations for Undergraduate Admissions, National Conference on Student Recruitment, Marketing and Retention, Demand Engine.
|
26 |
Jongbloed, B. (2003) Marketisation in higher education, Clark's triangle and the essential ingredients of markets, Higher Education Quarterly, 57(2), 110-135.
DOI
|
27 |
Joseph, M., Yakhou, M. and Stone, G. (2005) An educational institution's quest for service quality: customers' perspective, Quality Assurance in Education, 13(1), 66-82.
DOI
ScienceOn
|
28 |
Kotler, P. and Fox, K. (1995) Strategic Marketing for Educational Institutions, Englewood Cliffs, New Jersey: Prentice Hall.
|
29 |
Lowrie, A. (2007) Branding higher education: equivalence and difference in developing identity, Journal of Business Research, 60(9), 990-999.
DOI
ScienceOn
|
30 |
Maringe, F. (2010) Vice-Chancellors perceptions of university marketing: a view from universities in a developing country, Higher Education Review, 36(2), 53-68.
|
31 |
Oxford (2006) Compact Oxford Dictionary, Thesaurus and Word power Guide: Oxford University Press, New Delhi.
|
32 |
Payne, A. (2006) Achieving Excellence in Customer Management: Handbook of CRM, Butterworth Heinneman.
|
33 |
UNESCO Division of Higher Education (1998) World Declaration on Higher Education for the Twenty-First Century: Vision and Action, World Conference on Higher Education, October 5-9, 1998, Paris, France.
|
34 |
Reichold, A. et al. (2006) Performance Measurement of CRM in Financial Services.
|
35 |
Shank, M.D., Walker, M. and Hayes, T. (1995) Understanding professional service expectations: do you know what our students expect in a quality education? Journal of Professional Service Marketing, 13(1), 71-89.
|
36 |
Taylor, J. (2003) Institutional diversity in UK higher education: policy and outcomes since the end of the binary divide, Higher Education Quarterly, 57(3), 266-293.
DOI
ScienceOn
|
37 |
Vaill, P. (2008) Beware the idea of the student as a customer: a dissenting view, Retrieved from http://www.people.vcu.edu/-rsleeth/NotCustomers.html in October 2013.
|
38 |
Virgiyanti, W., Bakar, A.H. and Tufail, M.A. (2010) Investigating customer relationship management and service quality in Malaysian Higher Education, Asian Journal of Management Research, 578-593.
|
39 |
Yeo, R.K. (2008) Brewing service quality in higher education, Quality Assurance in Education, 16(3), 266-286.
DOI
ScienceOn
|
40 |
Young, S.J. (2002) The use of market mechanisms in higher education finance and state control, Canadian Journal of Higher Education, 32(2), 79-101.
|
41 |
Nair, C., Chan, S. and Fang, X. (2007) A Case Study of CRM Adoption in Higher Education: DePaul University, School of Computer Science, Chicago, IL.
|