Priority time: Employee coping strategies for service delivery to undergraduates

Abstract

Students, faculty, and administrators are favored research subjects when studying colleges and universities. Often ignored are the frontline employees who deliver service directly to students. To students receiving service, these employees are functionally the voice of the University, yet are often not considered by faculty or administrators when making changes that shape the University as a whole. This case study of four departments at one large, public, Research-I University seeks to understand frontline employee perspectives on time, work, and clients, as well as coping strategies for service delivery. The literatures drawn on include, service delivery methods and trends, time use and management, trends in higher education, and human resources management. Policy recommendations are made in the final chapter.