Graduation Year
2025
Date of Defense
3-19-2025
Degree Name
Doctorate in Education (EdD) in Educational Leadership
Department
School of Education and Human Development
Document Type
Dissertation
First Advisor
Walter Rankin
Abstract
Institutions of higher education (IHEs) can optimize their student experience by developing a customer service mindset. Well-developed, inclusive customer service models can support students’ educational and co-curricular experiences. Adapting corporate customer service models to higher education that are informed by the framework and principles of “servant leadership” can lead to a more positive and enriching experience for staff and students. The purpose of this dissertation is twofold: (a) identify aspects of certain corporate models of customer service that lend themselves well to the mission of IHEs; and (b) conduct exploratory research at a specific, student-focused office of an IHE to understand better its customer service mindset and how a customized corporate model can further support the office’s work.