Abstract
In two decades, Australian university students have accumulated over $25 billion in debt, a figure that is expected to increase dramatically over the next few years. The literature has rarely considered students’ attitudes about ancillary services and amenities, despite their importance to the character of university life and substantial contribution to rising student debt. This case study examines the attitudes and concerns of students regarding the compulsory fees for non-teaching services and amenities levied at an Australian university. Using a concept analysis and mapping technique, this case study highlights significant concerns among students regarding the benefits of services and amenities, and low involvement in the co-creation of value. Drawing on service co-creation topologies, the study identifies market opportunity and further reforms that could facilitate a more sustainable, responsive and dynamic service provision environment, in the context of the Australian and international higher education.
Published Version
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