Share Paper: Blueprinting and Education Service Engineering – Preparations for a Learning-process-oriented Measurement of Satisfaction in Blended Learning Settings

  1. Roland Gabriel, Ruhr-University of Bochum, Germany
  2. Martin Gersch, Free University of Berlin, Germany
  3. Peter Weber, Ruhr-University of Bochum, Germany
Wednesday, November 19 2:00-2:30 PM Capri 113

Abstract: Because of the aspired active role of the participants and the great diversity of the combined components there are specific requirements for the management of learning satisfaction in hybrid learning arrangements (blended learning). In this context a measurement of satisfaction that considers the concrete learning process with its diverse contact points between learners and lecturers carries great potential for detailed insight into the reasons for satisfaction or dissatisfaction. The paper aims to prepare such a learning-process-oriented measurement of learning satisfaction and therefore investigate the applicability of the Service Blueprinting-Method and the so called GAP-Model in the context of Blended Learning.