This thesis establishes empirical generalisations in service quality perceptions. Specifically, it examines if service quality scores follow some predictable patterns seen in other types of perceptual data. The first research question explores how the time since consumers have experienced the service influences their service quality evaluations. The second research question examines how the number of service providers currently used by customers (sole versus multiple service providers) influences their service quality perceptions. / thesis (MBusiness-Research)--University of South Australia, 2005.

This thesis establishes empirical generalisations in service quality perceptions. Specifically, it examines if service quality scores follow some predictable patterns seen in other types of perceptual data. The first research question explores how the time since consumers have experienced the service influences their service quality evaluations. The second research question examines how the number of service providers currently used by customers (sole versus multiple service providers) influences their service quality perceptions. / thesis (MBusiness-Research)--University of South Australia, 2005.

Thesis (Ph. D.)--Lehigh University, 2005. / Includes vita. Includes bibliographical references (leaves 182-194).

"January 2002" Includes bibliographical references: (p. 31-34). The primary purpose of this study is to develop a framework for identifying the primary drivers of the costs of being customer responsive. The authors' aim is to develop an understanding of the causal drivers of the costs of responsiveness as these costs are considered to be an important input to strategic and tactical decisions. In developing this framework, the paper links the characteristics of responsive manufacturing from the operations management literature with the insights from studies in the accounting literature relating to the drivers of cost. The paper attempts to model the cost impact when a firm responds to ad hoc demands involving the product customization, variation in product mix, or changes to delivery schedules. The costs emerge as a function of the type of responsiveness and the resource capacity management strategy implemented by the firm. The magnitude and dynamics of market demands and firm response, as well as the inherent flexibility of the firm's resources are seen as influencing the magnitude of the costs of responsiveness. disper

M.B.A. / In recent years South African travel industry has been facing ferocious competition. The competitive business environment has driven managers to consider the performance of their organizations in order to increase market share, or in other words, improve the quality of service as the ultimate weapon for achieving high performance. The delivery of service quality to customers requires a congruence in the perceptions of the customers and the providers of service. The aim of this research is to examine if there are any statistically significant differences in the perceptions of received service between the three major groups i.e. the customers, the staff and the managers of travel agencies. The information was gathered by means of a mail survey. A questionnaire was developed (based on SERVQUAL), where all possible answers of respondents were pre-specified and standardized, in order to ease the comparison of responses. The findings of the research revealed significant differences between the perceptions of customers and staff and that of managers and staff of the travel agencies but not between managers and customers. Of most concern, were the differences in the perceptions of the dimension of reliability, which was considered the most important dimension by the customers. Therefore, the managers of travel agencies in South Africa need to devise strategies and seriously consider the issue of internal marketing to achieve this alignment in the perceptions

This dissertation is based on the assumption that the Port Elizabeth Municipality should deliver essential services effectively, efficiently and economically so as to attain excellence in service delivery. The essential services dealt with in this study are electricity; refuse collection; sewerage; and water services. Attaining excellence in service delivery will lead the Port Elizabeth Municipality to improve and sustain the quality of life of the local inhabitants. The primary objectives of this dissertation include, inter alia: An historical analysis of delivery systems of the former government prior to 1994, which provides the primary reasons and purposes of delivery systems, and the effects on the Port Elizabeth Municipality. Reformation and transformation of South African local government since 1994, with particular reference to the Port Elizabeth Municipality. A normative model for service delivery, which is designed to accelerate service delivery in the local spheres of government, with special reference to the Port Elizabeth Municipality as the locus of this study. The nature, extent and evaluation of the existing service delivery by the Port Elizabeth Municipality from 1994 to 1999. An empirical survey is conducted in the form of questionnaires to the directors, heads of departments, senior managers, as well as councillors. Approaches and strategies for attaining excellence in service delivery, which include, inter alia: a government-business paradigm and an equilibrium approach. Lastly, a number of recommendations are made and conclusions are drawn based on the findings of the empirical survey in order to deliver essential services equitably, efficiently, effectively and economically to attain excellence in service delivery in the Port Elizabeth Municipality.

M.Comm. / Gegewe die agtergrond en die probleemstelling kan die studie soos volg geformuleer word: Die primere doelwit van die studie is om die gaping tussen die persepsie van supermarkbestuurders oor die diens wat gelewer word in hulle ondernemings en die persepsie van hul klante oor die diens wat werklik gelewer is, te ondersoek. Daarbenewens sou die studie ook bepaalde sekondere doelwitte he: 1.3.1. Om die belangrikheid van bestuursdeelname by die lewering van kwaliteit diens aan te dui. 1.3.2. Om aan te dui hoe belangrik goeie klantediens vir die algehele beeld en bemarking van die ondememing is. 1.3.3. Om vas te stel of bestuur die behoeftes van die klant in ag neem by die daarstel van 'n klantediensbeleid. 1.3.4. Om te bepaal of bestuur werklik bewus is van water kwaliteit klantediens in sy ondememing gelewer word. 1.3.5 Om te bepaal wat die verwagtinge is wat die klant koester met betrekking tot klantediens.

M.Comm. / The importance of service is constantly increasing in most economies (Gronroos 1988), and service is becoming exceedingly vital to success for manufacturers of goods as well. Service is very frequently referred to as the definitive competitive tool (Kyj 1987; Coppett 1988) and some writers (Quinn and Gagnon 1986) have warned that services if not managed suitably could follow manufacturing into decline, as inattention to quality, emphasis on scale economies, and short-term orientation predominates. Indeed Levitt (1981) has questioned the services-goods dichotomy, and states that all products, whether they are services or goods, possess a certain amount of intangibility perhaps the fundamental difference between the two referred to by most other writers. It is this intangibility which is seen as being the fundamental distinguishing characteristic of services.

The general objective of this study is to assess the internal service quality at Mascom Wireless. Both qualitative and quantitative research methods were used to establish the number of employees who are not happy with their internal service quality and to find out what they suggest could be done to solve the problems that exist. A total of 110 employees out of 280 were given the questionnaire and only 64 of the sampled people responded . A random sampling technique was used to include respondents from each division in the company. The study has revealed that about half of the respondents knew the correct meaning of internal customers. About 6 percent confirmed that they had excellent relationship among themselves, however almost 34 percent assessed the relationship to be better than satisfactory. About 44 percent assessed the rendered service to be satisfactory. The study finally draws conclusions from the implications and makes recommendations before recommending areas for further research. One of the effects of poor working relationships that was revealed by the study was poor service delivery and lack of team spirit. Some recommendations given in the study are sensitisation of employees about internal customers and the need for proper communication between staff. Keywords: internal customers, quality of service, internal service suppliers, quality dimensions, internal customer satisfaction, internal marketing. / Thesis (MBA) North-West University, Mafikeng Campus, 2012

M.B.A. / Applications of Emotional Intelligence in the workplace are almost infinite. Emotional Intelligence is instrumental in resolving a sticky problem with a coworker, closing a deal with a difficult customer, criticising your boss, staying on top of a task until it is completed, and in many other challenges affecting your success. Emotional Intelligence is used both interpersonally (helping yourself) and interpersonally (helping others) (Weisinger, 1998:xvi). One of the most difficult and rewarding practices of emotional intelligence is to help others help themselves (Weisinger, 1998:181). A work organisation is an integrated system that depends upon the interrelationship of the individuals who are part of it. How each person performs affects the company as a whole. That's why it is important to the success of the company not only that all employees perform to the best of their abilities but that they also help others do the same (Weisinger, 1998:183). A general attitude toward one's job; the difference between the amount of rewards workers receive and the amount they believe they should receive. A person's job is more than just the obvious activities — it requires interaction with co-workers and bosses, following organisational rules and policies, meeting performance standards, living with working conditions that are often less than ideal. Therefore job satisfaction is not straight forward (Robbins 1996: 190). Service variability refers to the unwanted or random levels of service quality customers receive when they patronise a service. Variability is primarily caused by the human element, although machines may malfunction causing a variation in the service. Various service employees will perform the same service differently and even the same service employees will provide varying levels of service from one time to another. Unfortunately, because of the variability characteristic of services, standardisation and quality control are more difficult (Kurtz & Clow 1998: 14). To ensure quality at the source refers to the philosophy of making each worker responsible for the quality of his work. This incorporates the notions of do it right. Workers are expected to provide goods or services that meet specifications and to find and correct mistakes that occur. Each worker becomes a quality inspector for his own work (Stevenson 1996: 103). This dissertation is therefore looking at the different viewpoints of experts on emotional intelligence and to identify characteristics important to render quality client service.