This study evaluated the effectiveness of the relationally based “Calm-Driven” Service (CDS) training program from the New World Kirkpatrick model perspective. The CDS training program is designed to help automotive professionals in sales and service to relate to their customers by (a) thinking in a different way about human relationships, and (b) realizing their own role in relationships and behavior. The CDS training program is based on the relational systems theory concepts of relational triangles, chronic anxiety, and differentiation of self from the Bowen Family Systems Theory. The results suggest that the participants had a positive reaction to the training program. Specifically they found the training favorable, relevant to their professional needs, engaging, comprehendible, and capable of creating change in educational experience through time (level 1: reaction). They gained the intended knowledge, skills, attitude, confidence, and commitment to apply newly gained knowledge on the job (level 2: learning). Participants’ behavior changed in their ability to relate to their customers by being (a) able to think in defined ways, and (b) realize their own role in relationships and behavior. Notably, newly learned behaviors were maintained two months after the training program was complete due to a successful monitoring, reinforcing, encouraging, and rewarding system (level 3: behavior). The improvement of the associates’ relational skills indicates that the training helped the organization to move on track to their overall goal, which is to help the stakeholders to become the number one volume dealer (level 4: results). Evaluation results demonstrate that relational training based on the Bowen Family Systems Theory could be successfully implemented and show positive results for the organization and their associates. Therefore, it is recommended that marriage and family therapists, as specialists in relational systems thinking, would focus future research on development, application, and evaluation of relationally based trainings.

No description available.

In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the relationships that exist between these three variables: employee satisfaction, customer service quality, and customer satisfaction in a mid-sized retail bank. Data from three separate surveys collected during the same time period in 137 branches of a regional bank are analyzed using multiple regression analysis to determine whether relationships and interactions exist at a banking center level. While results of the analyses did not show a significant relationship between the variables, issues relevant to this determination are discussed and conclusions drawn regarding the nature of these constructs.

Poor quality of information and forecasting create a number of problems for manufacturing companies, such as poor planning of products and insufficient service levels, which leads to increased inventory and stock holding or stockouts and increased total costs. Cussons (UK) Limited is experiencing precisely these problems. Apart from these problems normally associated with forecasting demand for fast moving consumer goods there is an additional problem of reconciling the Western calendar with the Muslim calendar, and a recognition of the effects that Muslim religious holidays, as opposed to Christian religious holidays, have on demand. Muslim religious holidays rotate backwards with regard to the Western calendar, but in fact they occur at known dates and therefore the effect they have on demand for products can be taken into consideration when attempting to forecast demand. An additional problem that influences Cussons' sales in the market is the seasonal pattern of demand. Due to this, there is an increase in demand for Cussons' products during summer months. From the analysis of both data sets it was identified that the warehouse movement data is less variable and more reliable for business forecasting than order data. In this thesis, these forecasting problems are examined as a case study, focusing on these particular problems. To overcome these problems and to improve business forecasting of Cussons' products in the Middle East market, a forecasting strategy has been suggested which will enable Cusson's to reduce the inventories throughout the supply chain and to improve their customer's service. / Ministry of Education, Government of Pakistan, Cussons (UK)Limited.

No description available.

Denna studie handlar om kompetensutvecklingen kring kundbemötande för medarbetare på ett svenskt internationellt företag. Kundbemötande är av betydelse för företag i anseende av marknadsvärde och konkurrens. Det är därför viktigt för företag att dess personal är kompetent när det kommer till kundhantering. Studiens syfte är att bidra med kunskap om kundtjänstmedarbetares kompetens om kundbemötande. Därmed vill studien åskådliggöra hur medarbetarna hanterar kunder samt hur kompetens kring detta tas till vara och utvecklas inom företaget. Studien har reflekterat över angränsande tidigare forskning och har tagit stöd i detta till våra teoretiska utgångspunkter men även metodologiska val. Denna studie använder Tannenbaum, Beard, McNall och Salas (2011) modell för informellt lärande för att illustrera och tolka kundtjänstmedarbetarnas lärandeprocess. Semistrukturerade intervjuer med fem informanter har använts som datainsamlingsmetod för att komma fram till studiens resultat.  På den observerade arbetsplatsen återger informanterna att de lär sig om kundbemötande främst genom egna erfarenheter med en process som går att tolka som informellt lärande med hjälp av Tannenbaum et al. modell. De beskriver även hur de introduceras till företagets värdegrund vid anställning. Denna skildrar hur företaget vill att medarbetare agerar som medmänniskor. Informanterna menar därför att det finns ett underförstått sätt som företaget vill att kundbemötande ska ske på.

Artificially intelligent chatbots are rapidly gaining popularity in customer service, and they can offer businesses benefits such as increased stock prices and low-cost, efficient service. However, customer trust and satisfaction with these chatbots are often low. Most current research focuses on which business benefits artificially intelligent systems can yield, and less focus lies on how to create satisfactory experiences for the customers. This study examines which chatbot characteristics that build customer trust and satisfaction, and identifies the types of inquiries where customers prefer artificially intelligent chatbots over human customer service agents. An online questionnaire was conducted with 47 participants, primarily 18-24-year-old females from Sweden, with a university degree and high comfort with modern technology. The data analysis, using the Wilcoxon signed-rank test and an investigation of the mean and median scores, revealed no characteristic was significantly more important for trust than for enhancing experience. However, anthropomorphism was indicated to have some importance for trust, though not statistically significant. Machine reading comprehension, perceived accuracy, and privacy concerns were found to be important for a positive customer experience. Participants preferred artificially intelligent chatbots over human customer service agents only for basic information inquiries. The findings support existing theories such as the service quality model and can provide guidance for businesses wanting to implement artificially intelligent chatbots in customer service.

The South African government, in its attempt to curb unemployment, continues to promote and facilitate the establishment of small businesses. The promotion of businesses is evident through the development of policies, establishment of supporting agencies and the formation of the new ministry, Department of Small Business Development. The government acknowledges the contribution of small businesses in relation to job creation, poverty alleviation and having an inclusive economy. There are different types of businesses in the South African context, such as registered and unregistered businesses, operating in both informal and formal sectors. This study focuses on registered businesses in the main economic sectors such as retail, mining, agriculture, manufacturing, services, construction and transport. Its main objective is to develop a framework that will enable small businesses to operate sustainably irrespective of the challenges experienced in these economic sectors. Areas of focus in the research study are in the City of Matlosana that falls within the Dr Kenneth Kaunda District in the North West province. The City of Matlosana comprises of Klerksdorp, Orkney, Stilfontein and Hartbeesfontein (KOSH). The areas consist of many small businesses in different sectors of the economy. It is an area known to have been dependent mainly on mining activities for its economic sustainability. However, the mining activities have declined due to depletion of mining reserves and the focus is mainly on alternative potential economic sectors such as manufacturing, services, retail, agriculture and construction. A quantitative research approach was applied for the study. Data analysis and interpretation were conducted by using statistical methods such as frequencies, reliability with reference to the mean, standard deviation and Cronbach’s Alpha coefficient as well as Spearman’s Rank Order Correlations. Internal and external factors such as management skills, inability to access funding, the lack of proper business planning, economic conditions and industry changes influence the failure rate of businesses. The study investigates the extent of such factors that influence sustainability opportunity. Previous research on this topic indicates that most businesses fail within three years of their start-up. Some newly formed businesses are a result of the reasons such as unemployment or inability to be employable, that result into survival type of small business. Businesses operating in a survival mode do not employ as many people as possible and are easily susceptible to challenges due to changes in economic conditions. They typically have a small impact on the economic growth of the area. Conclusions of the study show that most owners do not necessarily empower themselves by short training courses or study business as a career choice to enhance their knowledge and skills. The level of education is as low as below matriculation (grade 12) with three to five years of experience in a particular business sector. There is a low level of prior knowledge of business but a high level of prior working experience in the same sector of the economy. Small business owners are mostly involved at operational and management level in their businesses indicating that administration and strategic planning are lacking which affects long-term plans of most businesses. The framework developed focused on many different aspects that influence the success and failure of small businesses. It is evident that there are factors that are influential to any business operating in a particular sector. There are instances where some factors have a major bearing on particular businesses as compared to others. In cases where the owner is strategic, experienced, qualified and skilled, the businesses have all-important competitive advantage to stand the challenges. Business characteristics such as location, years of operation, its responsiveness to its customer needs and business planning contributes advantageously to its sustainability. In various economic conditions, some sectors are affected in different ways depending on its financial strength. There is no single aspect that is identified as a stand-alone factor to enable a small business to be sustainable. / MBA, North-West University, Potchefstroom Campus, 2015

The South African government, in its attempt to curb unemployment, continues to promote and facilitate the establishment of small businesses. The promotion of businesses is evident through the development of policies, establishment of supporting agencies and the formation of the new ministry, Department of Small Business Development. The government acknowledges the contribution of small businesses in relation to job creation, poverty alleviation and having an inclusive economy. There are different types of businesses in the South African context, such as registered and unregistered businesses, operating in both informal and formal sectors. This study focuses on registered businesses in the main economic sectors such as retail, mining, agriculture, manufacturing, services, construction and transport. Its main objective is to develop a framework that will enable small businesses to operate sustainably irrespective of the challenges experienced in these economic sectors. Areas of focus in the research study are in the City of Matlosana that falls within the Dr Kenneth Kaunda District in the North West province. The City of Matlosana comprises of Klerksdorp, Orkney, Stilfontein and Hartbeesfontein (KOSH). The areas consist of many small businesses in different sectors of the economy. It is an area known to have been dependent mainly on mining activities for its economic sustainability. However, the mining activities have declined due to depletion of mining reserves and the focus is mainly on alternative potential economic sectors such as manufacturing, services, retail, agriculture and construction. A quantitative research approach was applied for the study. Data analysis and interpretation were conducted by using statistical methods such as frequencies, reliability with reference to the mean, standard deviation and Cronbach’s Alpha coefficient as well as Spearman’s Rank Order Correlations. Internal and external factors such as management skills, inability to access funding, the lack of proper business planning, economic conditions and industry changes influence the failure rate of businesses. The study investigates the extent of such factors that influence sustainability opportunity. Previous research on this topic indicates that most businesses fail within three years of their start-up. Some newly formed businesses are a result of the reasons such as unemployment or inability to be employable, that result into survival type of small business. Businesses operating in a survival mode do not employ as many people as possible and are easily susceptible to challenges due to changes in economic conditions. They typically have a small impact on the economic growth of the area. Conclusions of the study show that most owners do not necessarily empower themselves by short training courses or study business as a career choice to enhance their knowledge and skills. The level of education is as low as below matriculation (grade 12) with three to five years of experience in a particular business sector. There is a low level of prior knowledge of business but a high level of prior working experience in the same sector of the economy. Small business owners are mostly involved at operational and management level in their businesses indicating that administration and strategic planning are lacking which affects long-term plans of most businesses. The framework developed focused on many different aspects that influence the success and failure of small businesses. It is evident that there are factors that are influential to any business operating in a particular sector. There are instances where some factors have a major bearing on particular businesses as compared to others. In cases where the owner is strategic, experienced, qualified and skilled, the businesses have all-important competitive advantage to stand the challenges. Business characteristics such as location, years of operation, its responsiveness to its customer needs and business planning contributes advantageously to its sustainability. In various economic conditions, some sectors are affected in different ways depending on its financial strength. There is no single aspect that is identified as a stand-alone factor to enable a small business to be sustainable. / MBA, North-West University, Potchefstroom Campus, 2015

Final draft report presented to the Graduate School of Business Leadership, University of South Africa / The main purpose of this study is to ascertain the major service quality variables that determine customer satisfaction for the Carbonated Soft Drink market which is dynamic and is also part of the highly competitive impulse beverage industry in South Africa. Amalgamated Beverages Industry (aka Coca Cola) still holds the lion’s share of the market although its share has fallen in the last 5 years presumably due to the growth in the consumption of substitutes such as bottled water, 100% fruit juices, energy drinks and dairy juice blends. The proliferation of “diet conscious” consumers has exacerbated the situation. These alternatives are the primary growth areas in the impulse beverage market. This has obviously threatened the viability and profitability of major players in this industry. To date the performance of Carbonated Soft Drinks (CSDs) has been less than satisfactory. There are other key players which have penetrated this market namely Pepsi, trading as Pioneer Foods, Royal, Pioneer Foods, California Cola, Pick ‘n Pay and Quality Beverages. For purposes of this study the three key players were chosen namely ABI, Pepsi and Quality Beverages. These key players have made huge investments in this industry at the level of production and distribution. In addition heavy investments go towards advertising and promotional campaigns. This research is exploratory in nature and makes way for further research in order to reach a more logical conclusion. This study is conducted within the confines of Gauteng region and more specifically Johannesburg North and Central. These two regions were chosen because the researcher resides close to these regions and wanted to minimize the costs involved in this study. The researcher also assumed the findings are a true representation of the broader picture of the South African scenario. Before collecting information the researcher initially consulted recent articles, books, magazines, company reports and even the internet in order to develop a clear understanding of the industry. This also helped the researcher to make logical decisions in the course` of undertaking the research. To that effect the researcher adopted the service quality SERVQUAL and the Gaps models in coming up with a measurement instrument for the research. The CSD companies have two broad categories of customers namely the trader and the end user or consumer. The trader purchases the product for purposes of research whilst the end user buys for consumption. This research focused on the trade customer. According to research experts a sample of more than 5% of the total population does not compromise validity. However the researcher opted for more than 10% of the total population in order to increase reliability of the results. Thus from the population size of 965 trade outlets the researcher arrived at a sample of 100. The traders were classified into four major categories namely retail outlets, wholesalers, restaurants and service stations. Information was collected from these 100 traders using personal interviews. The researcher is the one who conducted all the interviews. Information was gathered from buyers, managers and owners. The researcher took advantage of the Statistical Package for Social Scientists in order to make a meaningful analysis of the data collected. Many service oriented recommendations have been promulgated by this research. They are neither exhaustive nor prescriptive given the time constraint within which this research was conducted.