Loading...
The National Student Survey and the ‘customerization’ of university students: a qualitative study of UK higher education
Adisa, Toyin Harrison, Michael Mingazova, Diliara Kypuram, Jaya
Adisa, Toyin
Harrison, Michael
Mingazova, Diliara
Kypuram, Jaya
Editors
Other contributors
Affiliation
Epub Date
Issue Date
2022-10-12
Submitted date
Alternative
Abstract
Has the National Student Survey ‘customerized’ the UK’s university students? This article examines the ‘customerization’ of university students in the UK and the impacts of reciprocity and social exchange behaviour on National Student Survey outcomes. Using a multi-method qualitative approach, the findings suggest that the National Student Survey is an imperfect barometer for measuring teaching quality and academic standards at universities. It finds that students are being treated as customers so they will give their universities positive evaluations in the National Student Survey. The findings also reveal that the discretion and decisions of students are mostly based on reciprocity, according to which students are willing to complete the National Student Survey favourably only if they get good grades and received ‘VIP treatment’. The article concludes by explaining the implications of its findings on practice and recommending an agenda for future research.
Citation
Adisa, T.A., Harrison, M., Sani, K.F. et al. (2023) The National Student Survey and the ‘customerization’ of university students: a qualitative study of UK higher education. Higher Education 86, pp. 449–466. https://doi.org/10.1007/s10734-022-00943-4
Publisher
Journal
Research Unit
PubMed ID
PubMed Central ID
Embedded videos
Additional Links
Type
Journal article
Language
en
Description
This is an author's accepted manuscript of an article published by Springer in Higher Education on 12/10/2022 available online: https://doi.org/10.1007/s10734-022-00943-4 The accepted manuscript may differ form the final published version. For re-use please see Springer's terms and conditions.
Series/Report no.
ISSN
0018-1560
EISSN
1573-174X