“学生-客户”视角的商学院质量管理研究综述  

Review for Quality Management in Business Education in Customer-oriented Vision

作　　者：柯建杰 王帆[1] 

机构地区：[1]中山大学管理学院

出　　处：《中大管理研究》2015年第4期285-310,共26页China Management Studies

摘　　要：商学院教育机构及学生数量在近30年间都有显著增长。针对商学院的质量管理也已成为了学术界研究的热点。本文通过＂学生-客户＂视角下的＂研究方法-管理范围＂二维表格对商学院质量管理领域文献进行梳理分类,归纳如下：1.基于服务质量管理的商学院整体质量管理是当今商学院质量研究的热点话题;2.基于满意度调查的商学院质量管理研究,在商学院整体、商学院项目和商学院课程三个管理领域,虽然积累的文献很多,但近期已不再是学术界的重点;3.基于服务质量管理的商学院项目及课程领域的研究,至今为止在全球范围都还不多见。随着商学院质量管理的发展,商学院优化资源配置的需求将日益凸显,针对服务质量管理的商学院质量管理将从宏观向微观转移。因此,着眼于课程和项目层级的商学院服务质量管理很可能会成为下一阶段研究的热点。Business education is a fast developing discipline in recent years. The number of business education institutions and business students increased rapidly in the past thirty years, This research review paper revealed the potential research fields of business quality management in the coming years. It fills the knowledge gap for quality management of business education. In customer-oriented vision, based on the ＂Research method-scope of management＂ dimensions map, the paper classified the literatures of business education quality management into six species. Therefore. we found that： 1, Service quality management lbcused on total business school management is the hot topic nowadays; 2, Although plenty of literatures were relevant to satisfaction survey, yet this field of rese · arch in three business management scopes are not popular： 3. Few research paid attention on service quality management in course and program level. It can be predicted that, in line with the source optimization, the business school management in service quality management will be from macro-level to micro-level. Service quality management in course and program level will be most likely to be the central issues due to the requirement of the business education.

关 键 词：商学院 服务质量管理 

分 类 号：G647[文化科学—高等教育学]