Examines the challenges facing universities in supporting and retaining students in a changing educational market place. It also suggests institutional strategies for meeting such challenges. Massey University is used as a case study to explore pertinent issues facing a long-term dual-mode provider of university education.
Thompson, J., & Shillington, S. (2008). Leading student support services for new times, in International handbook of distance education (pp. 529-546). London, England: Emerald.