Experience management by the international office of higher education institutions

Abstract

The main objective of this research study is to examine the management of customer experience by international offices of higher education institutions located in Barranquilla (Colombia). This study has a deductive epistemological approach, a descriptive quantitative paradigm, and a non-experimental field design. A survey with a Likert scale questionnaire is applied to 13 directors of international offices. Collected data is processed by multiple regression analyses. The results identify a mathematical function and deduce that the customer experience process represents the highest contribution with 91.5%. It is concluded that that experience management is a tool when strategies are implemented, when experience processes are established, and when the service is designed.