Service design in higher education: a literature review

Abstract

ABSTRACT This literature review discusses management approaches British higher education institutions (HEIs) have adopted in their attempt to survive the turbulence of the last 20 years. From substantial changes in regulatory and financial frameworks to changing fundamental perceptions of whether higher education is a public or private good, HEIs are under ever-increasing pressure to outperform and outlast their peers. Service design logic, or simply service design, provides an excellent array of tools for effective change in the HE sector.