Spelling suggestions: "subject:"[een] SERVICE INDUSTRIES"" "subject:"[enn] SERVICE INDUSTRIES""
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Die toepassing van die beginsels en metodes van moderne bemarkingsbestuur in die bemarking van dienste met spesiale verwysing na die goederedienste van die Suid- Afrikaanse Spoorweë02 March 2015 (has links)
M.Com. / This study originated from the thought that the principles and practices of modern marketing management can be used more effectively in the South African Railways as one of the largest public organisations in the world. The objectives of the study were an investigation into the principles and practices of modern marketing management in the service industry in general and the extent to which these principles and practices are applied in the marketing of goods services by the South African Railways. The study included a survey of the literature on the marketing of services, including some railway organisations in other countries as well as an in depth investigation of the present approach to and practice of marketing management in the South African Railways.
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Customer responses to service failures: the moderating effects of personal values.January 2003 (has links)
Wan, Chun Ying Lisa. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 84-92). / Abstracts in English and Chinese ; appendix also in Chinese. / ABSTRACT (ENGLISH) --- p.i / ABSTRACT (CHINESE) --- p.iii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vi / LIST OF FIGURES --- p.viii / Chapter CHAPTER ONE --- INTRODUCTION --- p.1 / Chapter 1.0 --- Overview --- p.1 / Chapter 1.1 --- Background --- p.1 / Chapter 1.2 --- Research Objectives --- p.4 / Chapter 1.3 --- Significance of This Thesis --- p.5 / Chapter 1.4 --- Outline of This Thesis --- p.7 / Chapter CHPATER TWO --- LITERATURE REVIEW AND MODEL DEVELOPMENT --- p.8 / Chapter 2.0 --- Overview --- p.8 / Chapter 2.1 --- Conceptual Definitions --- p.8 / Chapter 2.1.1 --- Two Types of Service Failure --- p.8 / Chapter 2.1.1.1 --- Service Quality --- p.8 / Chapter 2.1.1.2 --- Service Failure --- p.10 / Chapter 2.1.1.3 --- Exchange Resources --- p.11 / Chapter 2.1.1.4 --- Intended Contributions --- p.12 / Chapter 2.1.2 --- Personal Values --- p.13 / Chapter 2.1.2.1 --- Fate Belief --- p.14 / Chapter 2.1.2.2 --- Face Concern --- p.17 / Chapter 2.1.3 --- Dissatisfaction --- p.20 / Chapter 2.1.4 --- Dissatisfaction Responses --- p.22 / Chapter 2.1.4.1 --- Complaining and Negative Word of Mouth --- p.22 / Chapter 2.1.4.2 --- Tipping Behavior --- p.23 / Chapter 2.2 --- Hypotheses --- p.26 / Chapter 2.2.1 --- Impacts of Fate Belief and Face Concern on Dissatisfaction --- p.27 / Chapter 2.2.2 --- Impacts of Fate Belief and Face Concern on Dissatisfaction Responses --- p.31 / Chapter CHAPTER THREE --- RESEARCH METHODOLOGY --- p.34 / Chapter 3.0 --- Overview --- p.34 / Chapter 3.1 --- Research Design --- p.34 / Chapter 3.2 --- Pretest --- p.36 / Chapter 3.2.1 --- Participants --- p.36 / Chapter 3.2.2 --- Design --- p.36 / Chapter 3.2.3 --- Materials --- p.37 / Chapter 3.2.3.1 --- Scenarios Development --- p.37 / Chapter 3.2.3.2 --- Fate belief and Face Concern Scales --- p.38 / Chapter 3.2.3.3 --- Manipulation Check Items --- p.38 / Chapter 3.2.3.4 --- Dependent Measures --- p.39 / Chapter 3.2.4 --- Procedures --- p.39 / Chapter 3.2.5 --- Results --- p.40 / Chapter 3.3 --- The Main Study --- p.42 / Chapter 3.3.1 --- Participants --- p.42 / Chapter 3.3.2 --- Design --- p.43 / Chapter 3.3.3 --- Materials --- p.43 / Chapter 3.3.3.1 --- Scenarios --- p.43 / Chapter 3.3.3.2 --- Fate Belief and Face Concern Scales --- p.45 / Chapter 3.3.3.3 --- Manipulation Check Items --- p.45 / Chapter 3.3.3.4 --- Dependent Measures --- p.45 / Chapter 3.3.4 --- Procedures --- p.46 / Chapter CHAPTER FOUR --- RESULTS AND DISCUSSION --- p.49 / Chapter 4.0 --- Overview --- p.49 / Chapter 4.1 --- Manipulation Checks --- p.49 / Chapter 4.2 --- Reliability and Validity of Scales --- p.50 / Chapter 4.2.1 --- Reliability Analysis --- p.50 / Chapter 4.2.2 --- Factor Analysis --- p.51 / Chapter 4.3 --- Classification of Fate Belief and Face Concern --- p.52 / Chapter 4.4 --- Hypotheses Testing --- p.56 / Chapter 4.4.1 --- The Impacts of Fate Belief and Face Concern on Customer Dissatisfaction --- p.57 / Chapter 4.4.2 --- The Impacts of Fate Belief and Face Concern on Dissatisfaction Responses --- p.65 / Chapter 4.5 --- Other Findings --- p.69 / Chapter 4.6 --- Discussion --- p.71 / Chapter CHAPTER FIVE --- CONCLUSION --- p.73 / Chapter 5.0 --- Overview --- p.73 / Chapter 5.1 --- Contributions --- p.73 / Chapter 5.1.1 --- Theoretical Contributions --- p.73 / Chapter 5.1.2 --- Managerial Contributions --- p.74 / Chapter 5.2 --- Limitations --- p.76 / Chapter 5.3 --- Future Research Directions --- p.77 / Chapter 5.4 --- Conclusion --- p.80 / APPENDIX I PRETEST SCENARIOS --- p.81 / APPENDIX II BOOKLETS --- p.83 / REFERENCE --- p.84
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The preferences of restaurant operative staff concerning leadership style : a study in ThailandPhornprapha, Sarote January 1995 (has links)
No description available.
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An output-based view of business performanceWilson, Jonathan January 2000 (has links)
No description available.
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A human resources audit of a contract services firm to assist the design of a business oriented human resources plan /Ehrhardt, Margarete. Unknown Date (has links)
Thesis (MEd (HRS))-- University of South Australia, 1997
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Ontario Superhost ... : what is its value to service providers? /Hamer, Susan E. January 1996 (has links)
Thesis (M.S.)--Rochester Institute of Technology, 1996. / Typescript. Includes bibliographical references.
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Behavioural intentions in the motel industry : an empirical analysis : a thesis submitted in partial fulfilment of the requirements for the degree of Master of Commerce and Management at Lincoln University /Ren, Min. January 2008 (has links)
Thesis (M.C.M.) -- Lincoln University, 2008. / Also available in slightly different layout and page count via the World Wide Web.
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Assessing Hong Kong's marketing of service exports /Chang, Cissie. January 1998 (has links)
Thesis (M.B.A.)--University of Hong Kong, 1998. / Includes bibliographical references (leaf 95).
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A retrospective study of strategy implementation : a computer service bureau /Fung, Chor-hang, Calvin. January 1998 (has links)
Thesis (M.B.A.)--University of Hong Kong, 1988. / Includes bibliographical references (leaves 93-94).
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Impact of service sector on office space construction and use the case of Hong Kong /Wadu, Mesthrige Jayanthe. January 2002 (has links)
Thesis (Ph.D.)--University of Hong Kong, 2003. / Includes bibliographical references (leaves 315-332) Also available in print.
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