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A SYSTEMIC,STUDENT-CENTERED STUDY OF UNIVERSITY SERVICE 总被引：1，自引：0，他引：1
This paper discusses the methods and findings ofthe Student Focus Project, a sixmonth study of studentperceptions of service at a large university inBrisbane, Australia. The study paneled 24 focus groups of undergraduate students to assess theirbeliefs about a pretested set of questions concerningpositive and negative aspects of university life,successes and frustrations with university service,attempts to overcome the obstacles of university life,and what students expect from their relationship to theuniversity. Of the themes identified in the StudentFocus study, it was found that malignantbureaucracy and the balkanization ofInformation are systemic factors that negativelyinfluence student perceptions of the quality ofuniversity service. It was also found that studentstrategies for service recovery can contribute to the overall confusion andpoor performance of university services. 相似文献
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