高校留学生服务质量管理体系的构建:英国经验与启示  

The Construction of Service Quality Management System for International Students in the Higher Education Institutions:The Experience and Implications from the UK

作　　者：阚阅[1] 张宁珊 KAN Yue;ZHANG Ningshan

机构地区：[1]浙江大学教育学院,杭州310058

出　　处：《大学教育科学》2024年第4期67-75,共9页University Education Science

基　　金：教育部哲学社会科学研究重大课题攻关项目“我国在开放科学领域有效参与全球治理研究”(22JZD043)。

摘　　要：英国的留学生教育在过去几十年间发展迅速,形成了完整的留学生服务质量管理体系。维护经济利益、建设国家品牌以及增加国家软实力等因素是英国高校关注留学生服务质量管理的主要动力。英国高校通过感知留学生期望、制定服务质量规范、实施留学教育服务、感知服务质量差距、持续改进服务质量构建起留学生服务质量管理的框架体系,并在跨文化适应管理、学术支持管理、生活支持管理、就业支持管理等方面采取了卓有成效的举措。参考和借鉴英国的经验与实践,我国可以进一步加强高校留学生服务质量管理流程、体系和文化等方面建设,以推进“留学中国”品牌建设,扩大高等教育对外开放,加快建设世界高等教育中心。The international education in the UK has developed rapidly in the past few decades,and has formed a complete quality management system for international student services.Factors such as pursuing economic interests,building national brand and enhancing national soft power have become the main driving forces for British higher education institutions(HEIs)to pay attention to the service quality management for international students.By perceiving international students'expectations,formulating service quality standards,implementing services for international students,perceiving service quality gaps,and continuously improving service quality,British HEIs have established a framework system of service quality management for international students,and taken effective measures in cross-cultural adaptation management,academic support management,campus life support management,employment support management and other aspects.Based on the British experiences and practices,China may further promote the development of the workflow,system and culture for the service quality management of international students,aiming to facilitate the construction of the“Study in China”brand,expand the opening up of higher education,and accelerate the construction of world higher education center.

关 键 词：英国 高校 留学生教育 服务质量管理 

分 类 号：G649[文化科学—高等教育学]