In today’s highly dynamic and interactive business environment, the role of “customer engagement” (CE) in cocreating customer experience and value is receiving increasing attention from business practitioners and academics alike. Despite this interest, systematic scholarly inquiry into the concept and its conceptual distinctiveness from other, associated relational concepts has been limited to date. This article explores the theoretical foundations of CE by drawing on relationship marketing theory and the service-dominant (S-D) logic. The analysis also examines the use of the term “engagement” in the social science, management, and marketing academic literatures, as well as in specific business practice applications. Five fundamental propositions (FPs) derived from this analysis are used to develop a general definition of CE, and distinguish the concept from other relational concepts, including “participation” and “involvement.” The five propositions are used in the development of a framework for future r...

http://www.artexperience.it/uploads/9/2/9/2/9292963/brodie_et_alt__customer_engagement.pdf

Customer Engagement Conceptual Domain, Fundamental Propositions, and Implications for Research

There is increasing pressure for Higher Education institutions to undergo transformation, with education being seen as needing to adapt in ways that meet the conceptual needs of our time. Reflecting this is the rise of the flipped or inverted classroom. The purpose of this scoping review was to provide a comprehensive overview of relevant research regarding the emergence of the flipped classroom and the links to pedagogy and educational outcomes, identifying any gaps in the literature which could inform future design and evaluation. The scoping review is underpinned by the five-stage framework Arksey and O'Malley. The results indicate that there is much indirect evidence emerging of improved academic performance and student and staff satisfaction with the flipped approach but a paucity of conclusive evidence that it contributes to building lifelong learning and other 21st Century skills in under-graduate education and post-graduate education.

The use of flipped classrooms in higher education: A scoping review

Student engagement is widely recognised as an important influence on achievement and learning in higher education and as such is being widely theorised and researched. This article firstly reviews and critiques the four dominant research perspectives on student engagement: the behavioural perspective, which foregrounds student behaviour and institutional practice; the psychological perspective, which clearly defines engagement as an individual psycho-social process; the socio-cultural perspective, which highlights the critical role of the socio-political context; and, finally, the holistic perspective, which takes a broader view of engagement. Key problems are identified, in particular poor definitions and a lack of distinction between the state of engagement, factors that influence student engagement, and the immediate and longer term consequences of engagement. The second part of the article presents a conceptual framework that overcomes these problems, incorporating valuable elements from each of the p...

Framing student engagement in higher education

With its conceptual roots in fields including psychology and organisational behaviour, the engagement concept is emerging in the marketing literature, with preliminary research indicating that engaged consumers might exhibit greater loyalty to focal brands. Despite these advancements, the engagement concept remains underexplored to date. This paper addresses this gap by reviewing literature in other disciplines and marketing, and developing a tripartite customer brand-engagement conceptualisation comprising activation, identification, and absorption dimensions. Further, a conceptual model illustrating the conceptually distinct nature of and relationships between customer brand engagement and other marketing constructs is proposed, followed by a customer engagement/loyalty-based segmentation analysis. Enhanced insights into customer engagement are expected to be valuable for marketing scholars and practitioners seeking to enhance customer relationships, retention, and loyalty. The paper thus concl...

Demystifying customer brand engagement: Exploring the loyalty nexus

by J. Biggs and C. Tang, Maidenhead, England,
Open University Press, 2007, 360 pp., £29.99, ISBN-13: 978-0-335-22126-4

Teaching for quality learning at university

Higher Education in the United Kingdom has rather lagged behind other countries in developing an interest in, scholarly research on, and realisation about the importance of student engagement. This...

Engagement through partnership: students as partners in learning and teaching in Higher Education

The aim of the paper is to integrate notions of the improvement of student learning through a focus on the concept of engagement, and adds to that broader discussion through a recent empirical study of the perceptions of students gathered through a case study in a UK university. It is proposed that student engagement lies on a continuum from disengaged to engaged, and also exists at a number of levels within which the same student may exhibit different degrees of engagement. We argue that if the built‐in alienating influences within higher education are to be countered, multi‐faceted engagement is required. Learners, we conclude, are more likely to engage if they in turn are supported by teaching staff who engage with: students, with the subject, and with the teaching process, and furthermore that the classroom teacher requires support in achieving this.

The role of engagement in inspiring teaching and learning

This article assesses the impact of the profound changes that have taken place in the higher education sector on academic staff in the UK. The perceptions of staff about their work and employment are examined through evidence provided by a recent large-scale survey. The discussion draws on a labour process perspective. The article finds that the views of staff are far from homogeneous and not universally pessimistic. However, in general the morale and satisfaction of many teaching staff have been eroded by work intensification and that of research staff by the considerable insecurity created by casualised employment. Nonetheless resistance and resilience continues despite the commodifying pressures, and 'traditional' values remain strong.

What about the Workers? The Expansion of Higher Education and the Transformation of Academic Work

This article assesses the impact of the profound changes that have taken place in the higher education sector on academic staff in the UK. The perceptions of staff about their work and employment are examined through evidence provided by a recent large-scale survey. The discussion draws on a labour process perspective. The article finds that the views of staff are far from homogeneous and not universally pessimistic. However, in general the morale and satisfaction of many teaching staff have been eroded by work intensification and that of research staff by the considerable insecurity created by casualised employment. Nonetheless resistance and resilience continues despite the commodifying pressures, and ‘traditional’ values remain strong.

What about the workers? The expansion of higher education and the transformation of academic work

1. Clarifying the Concept of Student Engagement Colin Bryson SECTION I - Students Engaging - perspectives from researchers 2. Nottingham Tales: Diverse Student Journeys through their Undergraduate Degrees Colin Bryson and Christine Hardy 3. The Listening Project: Physiotherapy Students' Narratives of their Higher Education Experiences Claire Hamshire and Christopher Wibberley 4. Engagement as Dynamic and Relational: Students' Accounts and Achievements over Time Julie Wintrup SECTION II - Students Engaging - perspectives from students 5. Experiences of Engagement: The Successes and Issues from a Student Perspective Ruth Furlonger, Daniel Johnson and Beth Parker 6. Music to Listen to while Writing: Ludovico Einaudi or Amazing Piano Music Sue Lund 7. Auto-ethnographic Writing and Student Engagement Practices: A Personal and Critical Reflection Zoe Sarah Baker 8. People Can Make or Break Student Engagement Emma Chadwyck 9. Students as Researchers: Personal Reflections by Students of their Engagement in a Research Project Viola Borsos, Christopher Demirjian, Ji Kim, Nga Wun Mok, Oliver Worsley, Christine Hardy and Sean Prince 10. Cross-Cultural Experiences: Exploring Engagement as an International Postgraduate Shanna Saubert 11. The NTSU Outstanding Teaching Awards: Student Perspectives on Engagement Ed Foster and Jo Southwell-Sander 12. The Impact of Co-Curricular Activity on Student Engagement Sarah Johnson, Rebecca Murphy and Sarah Parnham SECTION III - Engaging Students 13. 'What Matters in the End is to Act Well': Student Engagement and Ethics Carol Taylor and Carol Robinson 14. Academic Engagement: Engaging Who and to What End? Sam Elkington 15. Using Student Engagement Research to Improve the First Year Experience at a UK University Ed Foster, Michaela Borg, Sarah Lawther, Jane McNeil & Ellie Kennedy 16. Engaging Experienced Students as Academic Mentors in Support of the First Year Experience: The Epistemic Apprenticeship Project Kay Sambell and Linda Graham 17. Enriching the Student Experience: Engaging Students and Staff Andrea Jackson and Katie Livesey 18. Reflections and Considerations about the Future of Student Engagement Colin Bryson

Colin Bryson

Papers

Engagement through partnership: students as partners in learning and teaching in Higher Education

The role of engagement in inspiring teaching and learning

What about the Workers? The Expansion of Higher Education and the Transformation of Academic Work

What about the workers? The expansion of higher education and the transformation of academic work

Understanding and Developing Student Engagement