Word: higher
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Dates: during 1990-1999
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...when it comes to institutions of higher education like Harvard, the suggestion that "customer knows best" might bring blank stares, if not sarcastic chuckles from top administrators. Indeed, this mentality that has won so much praise (and new business) for firms like Nordstrom's or Southwest goes against everything that the world of academia stands...
Rather, these learning centers are imbued with the mentality that customer knows worst. Where else but in higher education could a business charge $30,000 for its service and then have the nerve to turn around and tell you who's boss...
...this service revolution expands in the field of higher education, even top-tier schools like Harvard soon will begin to feel the pinch. In the meantime, College and University officials ought to use their influence to make Harvard not only an academic leader, but also a "Nordstrom's" of the higher education industry...
...encouraging this sort of customer service-minded culture to expand to every level of the campus, everyone gains. A happier and more content student body surely leads to higher alumni giving rate in the future...
Second, calls for higher salaries for teachers are often met by claims that teachers' salaries are adequate because teachers do not work as much as other professionals. Third, an increase in teachers' salaries would necessarily mean an increase in taxes that the people are simply unwilling to pay. Such fears and arguments have largely prevented teachers from speaking out in favor of higher salaries, but this does not mean the argument in favor of raising teachers' salaries should be abandoned; rather, it should be revitalized...