Resumen de Service Matters in Education

Cynthia S. Deale, Ric A. Hovda

• A review of service related literature was coupled with exploratory research to better understand the concept of service in an educational setting. Results indicated that school leaders believed that a variety of attributes of service are important and were receptive to the concepts of hospitality service as it can be applied to educational nvironments. The following four factors emerged through exploratory factor analysis: public relations, indefinables, receptiveness, and constancy. The pilot study showed that determining the important attributes of service in education is complex and further research is recommended.