Acta Univ. Agric. Silvic. Mendelianae Brun. 2014, 62, 1385-1393
Published online 2015-01-17

The Conceptual Scheme for Managing University Stakeholders’ Satisfaction

David Schüller1, Vít Chlebovský1, Karel Doubravský2, Vladimír Chalupský1

1Department of Management, Faculty of Business and Management, Brno University of Technology, Kolejní 4, 612 00 Brno, Czech Republic
2Department of Informatics, Faculty of Business and Management, Brno University of Technology, Kolejní 4, 612 00 Brno, Czech Republic


1. ANDĚL, J. 2002. Statistické metody. Praha: Matfyzpress.
2. BJŘRKQUIST, C. 2009. Stakeholder Influence in Higher Education: Old Ideas in New Bottles. Karlstad: Karlstad University.
3. CZECH MINISTRY OF EDUCATION, YOUTH AND SPORTS. 2006. Budapest-Vienna Declaration on the European Higher Education. Retrieved from: [Accessed 20 January 2013].
4. CRONIN, J. J. and TAYLOR, S. A. 1992. Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3): 55–68. <>
5. CUBILLO, J. M., SÁNCHES, J. and CERVIÑO, J. 2007. International students’ decision-making process. International Journal of Educational Management, 20(2): 101–105.
6. ČESKO. 1998. Zákon o vysokých školách (zákon č. 111/1998 Sb. ve znění účinném od 1. 7. 2010). In: sbírka zákonů České republiky. Available online: [Accessed 26 January 2013].
7. DEARDEN, L., GOODMAN, A. and WYNESS, G. 2012. Higher education finance in the uk. Fiscal Studies, 33(1): 73–105. <>
8. FREEMAN, R. E. 1984. Strategic Management: A stakeholder approach. Boston: Pitman.
9. FREEMAN, R. E., HARRISON, J. S. and WICK, A. C. 2007. Managing for Stakeholders. New Haven: Yale University Press.
10. GRINSTEIN, A. and GOLDMAN, A. 2011. Beyond the final consumer: the effectiveness of a generalist stakeholder strategy. European Journal of Marketing, 45(4): 567–595. <>
11. GRUBER, T., FUß, S., VOSS, R. and GLÄSER-ZIKUDA, M. 2010. Examining student satisfaction with higher education services: Using a new measurement tool. International Journal of Public Sector Management, 23(2): 105–123. <>
12. HOPKINS, P. and TODD, L. 2012. Occupying newcastle university: student resistance to government spending cuts in england. The Geographical Journal, 178(2): 104–109. <>
13. CHEN, S. H. 2009. A performance matrix for strategies to improve satisfaction among fakulty members in higher education. Quality & Quantity, 45(1): 75–89. DOI: 10.1007/s11135-009-9291-2. <>
14. KEITH, R. J. 1960. The marketing revolution. Journal of Marketing, 24(3): 35–38. <>
15. KOTLER, P., WONG, V., SANDRES, G. and ARMSTRONG, J. 2007. Moderní marketing. 4. vyd. Praha: Grada Publishing.
16. KULA, M. 2008. ‘Ni_z zdziesia˛tkuje prywatne uczelnie w całej Polsce’, Polska. The Times, August 12. Retrieved from:,niz-zdziesiatkuje-prywatne-uczelnie-w-calej-polsce,id,t.html.
17. LESTER, D. 2010. Developing an Effective Instrument for Assessing the Performance of Public University Presidents. New Mexico: The University of New Mexico.
18. LEVITT, T. 1960. Marketing myopia. Harvard Business Review, 38(4): 45–56.
19. MATLAY, H. 2011. The Influence of stakeholders on developing enterprising graduates. International Journal of Entrepreneurial Behaviour and Research, 17(2): 166–182. <>
20. MITCHELL, R. K., BRADLEY R. A. and WOOD, D. J. 1997. Toward a Theory of Stakeholder Identification and Salience: Defining the Principle of Who and What Really Counts. The Academy of Management Review, 22(4): 853–886. [Online]. Accessible at: [Accessed 2014, August 25]. <>
21. NEWMAN, D. M. and PETROSKO, M. J. 2011. Predictors of Alumni Association Membership. Research in Higher Education, 52(7): 738–759. <>
22. PARKER, C. and MATHEWS, B. P. 2001. Customer satisfaction: contrasting academic and consumers’ interpretations. Marketing Intelligence & Planning, 19(1): 38–44. <>
23. PETERSON, R. A. and WILSON, W. R. 1992. Measuring customer satisfaction: fact and artifact. Journal of the Academy of Marketing Science, 20(1): 61–71. DOI: 10.1007/BF02723476. <>
24. RICHARDSON, G. P. 1996. Modelling for management: simulation in support of systems thinking. Cambridge: Dartmouth Publishing Company.
25. RAMACHANDRAN, M. T. 2010. Marketing framework in higher education: Addressing aspirations of students beyond conventional tenets of selling products. International Journal of Educational Management, 24(6): 544–556. DOI: 10.1108/09513541011067700.
26. ŘEPA, V. 2012. Procesně řízená organizace. Praha: Grada Publishing.
27. SHAO, G. 2009. Towards a Stakeholder Model of Corporate Governance: Evidence from U.S. Media Companies. [Online]. Alabama: Graduate School of the University of Alabama. Retrieved from:
28. SOJKIN, B., BARTKOWIAK, P. and SKUZA, A. 2012. Determinants of higher education choices and student satisfaction: the case of poland. Higher Education, 63(5): 565–581. DOI: 10.1007/s10734-011-9459-2. <>
29. SRIKANTHAN, G. and DALRYMPLE, J. F. 2007. A conceptual overview of a holistic model for quality in higher education. International Journal of Educational Management, 21(3): 173–193.
30. SVĚTLÍK, J. 2009. Marketingové řízení školy. Praha: Wolters Kluwer ČR.
31. VEUGELERS, R. and CASSIMAN, B. 2005. R & D cooperation between firms and universities. Some empirical evidence from Belgian manufacturing. International Journal of Industrial Organization, 23(5–6): 355–379. <>
32. VOSS, R., GRUBER, T. and SZMIGIN, I. 2007. Service quality in higher education: The role of student expectations. Journal of Business Research. 60(9): 949–959. DOI: 10.1016/j.jbusres.2007.01.020. <>
33. WELCH, M. and JACKSON, P. R. 2007. Rethinking internal communication: A stakeholder approach. Corporate Communications. An Internal Journal, 12(2): 177–198. <>
34. WONG, M. K. 2004. From expansion to repositioning: Recent changes in higher education in hong kong. An International Journal, 2(1): 150–166.
35. ZICH, R. 2010. Koncepce úspěchuschopnosti a její pojetí strategie. E a M: Ekonomie a Management, 10(1): 60–74.
front cover

ISSN 1211-8516 (Print)

ISSN 2464-8310 (Online)

Current issue

Review Management System NEW Indexed in DOAJ