University Administrators Serving International Students During Social and Organizational Change

Attracting full fee paying international students to higher education institutions in the United States has become a central issue for university administrators in the era of globalization. With current decreases in international student enrollments, it is more important to understand how to strengthen international student support services to both increase international students’ retention and satisfaction with their educational experience abroad and to recruit new international students from a dwindling pool. This study investigated how university administrators served international students at a private, nonprofit, four-year university in the Northeast United States. Using a single case study methodology, the researcher examined how the types of support services administrators provided for international students evolved during changing global, social, and organizational contexts, and the ways institutional administrators communicated with international students regarding the support services available to them. The researcher conducted three focus group interviews with international students, twelve interviews with university administrators in a leadership position and one interview with a partner institution’s administrator, observed five information sessions for international students, and analyzed twelve documents, websites, and similar artifacts related to international students. The data revealed that administrators at the institution anticipated some new initiatives, such as reviewing the role of the International Student Office, establishing the Deportation Defense Clinic, partnering with an external organization, and integrating professional development. The research also identified some challenges administrators faced in providing and communicating with international students about support services, and suggested some strategies to expand the delivery of programs and services for international students and improve international student satisfaction with their education experience while abroad. Keywords: international students, support services, student satisfaction, partnershi