The Effectiveness of Customer Education: evaluating synchronous and asynchronous e-learning technologies

Deneise Dadd, Matthew Hinton

Research output: Contribution to conferencePaperpeer-review


This paper considers the role played by customer education in enhancing their engagement by enriching the customer experience. Enrichment may be seen in terms of enhanced customer communication or service co-creation. This is often mediated by the effectiveness of customer education. Consequently, organisations are evolving new ways of educating their customers to carry out their roles as co-producers. Increasingly this process depends on the latest synchronous and asynchronous e- learning technologies, requiring significant resource investments. Whilst it is easy for organisations to become absorbed with the latest technological trends, we suggest a refocussing on how customers actually engage in learning and skills acquisition. A conceptual framework is developed that combines key concepts from IT service delivery with well-established models of learning acquisition.
Original languageEnglish
Publication statusPublished - Sept 2018
EventBritish Academy of Management: Driving Productivity in Uncertain and Challenging Times - Bristol Business School, University of the West of England, Bristol, United Kingdom
Duration: 4 Sept 20186 Sept 2018
Conference number: 32


ConferenceBritish Academy of Management
Abbreviated titleBAM
Country/TerritoryUnited Kingdom
Internet address


Dive into the research topics of 'The Effectiveness of Customer Education: evaluating synchronous and asynchronous e-learning technologies'. Together they form a unique fingerprint.

Cite this