Educational Service Improvement Cycle

Freie Universität Berlin


Hannes Rothe
Hannes Rothe


Learning, Educational Service Engineering, Service Management, Learning Analytics, Service-Dominant Logic, Service Ecosystem


Terms like e-, m- or Blended Learning show, currently many educational services are supported by web technologies. Within such services predominant parts of learner’s usage processes are hidden from the educator’s perception. In front of a service-dominant logic understanding usage processes is essential to comprehend the value-co-creation of educators and learners. Learning analytics may hold methods to enable a continual improvement process by collecting and analyzing usage data. A systematic literature review reveals that neither educational service nor learning analytics literature present a suitable or adequately specified procedural model for this purpose. Following a design science research approach this dissertation introduces a new procedural model to systematically improve educational services. It is called ’Educational Service Improvement Cycle (ESIC)’. Design parameters are derived from the literature review. As part of an iterative design process two learning scenarios from higher education are used to develop the procedural model. The ESIC consists of six activities, which enable a systematic analysis of usage processes. Recommended methods, a role concept and a broad overview on possible indicators are presented to clarify the ESIC. Besides their demonstrative purposes both learning scenarios are also part of an ex ante evaluation. The ex post evaluation contains another single case study, where students make use of the ESIC and create a learning analytics dashboard for advanced training of entrepreneurs. Additional interviews with experts of the field also indicate its perceived usefulness and ease-of-use.

Suggested citation

Rothe, Hannes. Educational Service Improvement Cycle: Ein Vorgehen zur Analyse von Nutzungsdaten für die kontinuierliche Weiterentwicklung webbasierter Lernservices. Freie Universität Berlin, 2016, doi:10.17169/refubium-16842.



urn: urn:nbn:de:101:1-201606049234

doi: 10.17169/refubium-16842 coisas


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