The Consumer Learner: Emerging Expectations of a Customer Service Mentality in Post-Secondary Education
Anyone who has entered a college classroom in the last 5 years has recognized a clear transformation in the context of higher education. A dynamic revolution in practice and delivery is underway, and the implications of multi-faceted change are ripe for analysis. Administrators are increasingly charged with revenue production and institutional leadership. Faculty are experimenting with new andragogical models and advances in interactive technology. Students are embracing new modalities, as they strive to make curriculum immediately transfer able into industry. The Consumer Learner: Emergence and Expectations of a Customer Service Mentality in Post-Secondary Education examines the new reality and emerging patterns shaping the experiences of these three diverse, yet interconnected constituencies. This book provides a distinctive approach to the transformation of the higher education culture within the United States. Authors Dr. Gillian Silver and Dr. Cheryl Lentz, noted content experts, professors, and curriculum/program developers, explain that the contents will initiate an intensive dialogue about the implications and impacts on administrative structure, faculty practice, and learner outcomes.
Dr. Cheryl Lentz is a prolific author known for her writings on The Golden Palace Theory of Management and refractive thinking. Additional published works include her dissertation: Strategic Decision Making in Organizational Performance: A Quantitative Study of Employee Inclusiveness, The Golden Palace Theory of Management, Journey Outside the Golden Palace, The Consumer Learner: Emerging Expectations of a Customer Service Mentality, and contributions to award winning series: The Refractive Thinker®: Anthology of Doctoral Learners , Volumes I-VII.
Dr. Gillian Silver Rodis, ABC, is an accomplished 2 integrated marketing communications and strategic planning professional. Her extensive experience spans corporate-level vice president and director positions for companies with both domestic and international operations, and she has nearly two decades in the higher education arena as a professor at the Bachelor’s, Master’s and Doctorate level.
Dr. Silver Rodis achieved a Ph.D. in Organizational Leadership, and authored the nation’s first study on non-profit executive leadership. Further, she holds a Master’s degree in Management/Organizational Development, and a Bachelor’s in Mass Communications/Journalism.
Earning more than 200 writing, editing and project/campaign awards, Dr. Silver Rodis holds the prestigious Accredited Business Communicator designation from IABC. She was named IABC’s “Communicator of the Year,” NAWBO’s “Woman of Distinction/Marketing,” and is a Las Vegas Chamber of Commerce’s “Community Achievement/Communications” recipient. Further, she is an inaugural inductee into the Nevada Women’s Chamber of Commerce Nevada Women’s Hall of Fame. Dr. Silver-Rodis has been recognized for her competency and student-oriented philosophy with educator excellence awards from numerous organizations including the College of Southern Nevada, Maricopa Community College, and the University of Phoenix.