El estudiante cliente y su voz de reclamo en espacios digitales: una revisión sistemática (2010-2024)
DOI:
https://doi.org/10.22458/rna.v16iE2.6079Palabras clave:
estudiante-cliente, comportamiento de reclamo, servicios educativos, medios digitales, insatisfacciónResumen
El concepto del estudiante cliente ha sido un tema de interés para muchos autores; sin embargo, la exploración de su comportamiento de reclamo en medios digitales con relación a los servicios educativos es un tema que aún permanece difuso. Comprender esa problemática permitirá a las instituciones educativas abordar mejor las necesidades de los estudiantes bajo ese perfil. Con ese objetivo, el presente articulo desarrolló una revisión sistemática de la literatura entre 2010 y 2024 en Scopus y Google Scholar. Los resultados revelaron que existen estudios sobre el tema, pero de manera fragmentada. Es decir, existen diversas investigaciones sobre el estudiante cliente, sobre comportamientos de reclamo o insatisfacción de estudiantes y sobre el uso de canales digitales por parte de estudiantes universitarios; sin embargo, no existen investigaciones que integren la temática en su conjunto. En ese sentido, el presente artículo pretende a la fecha, mostrar la información más cercana y relevante a la problemática para motivar el desarrollo de investigaciones integrales y el análisis crítico sobre el tema.
Citas
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