Universities need to realise they’re in the service industry

Although I do my best to look after my students (often to the detriment of my career progression), this article makes me glad to be near retirement. It is depressing that it is OK to talk about elite sport but not its equivalent in academic study. Students gain entry to an institution just as one does for a gym and so universities are not like shops or restaurants as considerable effort is required to come away with a good degree. Moreover, if staff are not more knowledgeable than students then what are the latter paying for? A lot of the problems of viability would be solved if expansion (with its continual building programme) slowed and the mass system was brought to an end.

Full professor in a technical discipline here. I didn't sign up for a service sector career. I wanted autonomy, tenure, be my own boss, and preserve integrity, rather than kissing customers' behinds. I got the opposite in the end. Time to leave the sinking ship? With a bit of effort, I might still be able to move into the private sector. Better pay anyway, and most of the perks in academia are gone. So sad because I worked hard to get those dozens of papers done and accumulate thousands of citations. I've been advising my students against this career path for a while now. Maybe it's finally time to move to greener pastures.

There are opposing poles here. Clearly groups (which can be the minority ) of self-entitled academics who want a University to revolve around them. And then a student contingent who are equally self-entitled and whose abhorrent behaviours have been exposed during this past difficult year. In-between is a solid core of people who just want to get on, learn, gain knowledge and make the very best of any opportunities laid before them. Cut off the lazy tail and the dead head and you don't need a 'service industry' view. Creating common behavioural standards and charters is the way to weed out those who don't deserve to be there, regardless of grade or background. A service industry perspective is used to correct institutional failure, whereas people working together naturally and harmony will deliver much of what you require around efficiency and community.