Document Type

Closed Project

Publication Date

Spring 2017


Charles Weber

Course Title

Management of Technological Innovation

Course Number

ETM 549/649


In today’s increasingly digital age, and fueled by consumers’ expectations for robust and personalized digital experiences, the adoption and use of e-services by customers and constituents is critical. This rings true in higher education, where there is immense pressure for institutions to build service and digital experiences that match what students experience in their broader lives. In the context of recent critiques of higher education, and corresponding demands from policymakers, the general public and students/customers to lower costs, deliver more educational value, and provide an educated workforce to meet economic demands, this work is critically important. However, while students view e-services as a total package that includes administrative and learning services that together constitute a collective digital experience, little is known about this overarching landscape, as most studies on e-services in higher education focus on particular categories of e-services, such as mobile learning. Through an exploratory literature review, this study seeks to fill in gaps in the literature by clearly defining higher education e-services and anchor their importance in societal and institutional goals to improve undergraduate degree attainment. This paper sets the stage for further research into the critical factors that drive the adoption and use of e-services in higher education.


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This project is only available to students, staff, and faculty of Portland State University

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