Damage Limitation: Learning Lessons from Complaints and Appeals Staff on the Handling of Student Grievance

Autor/inn/en	Gedye, Sharon; Dismore, Harriet; Muneer, Reema; Cotton, Debby
Titel	Damage Limitation: Learning Lessons from Complaints and Appeals Staff on the Handling of Student Grievance
Quelle	In: Higher Education Policy, 34 (2021) 2, S.520-539 (20 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Zusatzinformation	ORCID (Gedye, Sharon)
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0952-8733
DOI	10.1057/s41307-019-00150-4
Schlagwörter	Foreign Countries; College Students; Grievance Procedures; Teacher Student Relationship; Expectation; Professional Continuing Education; United Kingdom + Suchen Sie Ihr Suchwort? Ausland; Collegestudent; Teacher student relationships; Lehrer-Schüler-Beziehung; Expectancy; Erwartung; Berufsfeldbezogener Unterricht; Weiterbildung; Großbritannien
Abstract	Against a backdrop of rising student complaints in higher education (HE) and debate about students as consumers, increasing attention is turning to institutional processes for dealing with complaints and appeals. This paper draws on a nationwide survey across UK HE to explore the unique experiences of Complaints and Appeals staff. The research provides important new insights into the perceived benefits of student complaints as well as the challenges. The findings indicate a need to change the culture around complaints to help address issues such as time taken to resolve formal complaints, expectations of students and impact on student/staff relationships. Drawing on theoretical models of service failure from the business sector, combined with a co-production model of HE, we conclude with recommendations about how complaints and appeals might be regarded as a learning opportunity leading to improved channels of communication and dissemination, as well as offering continuing professional development opportunities. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2024/1/01