University of Macau / Faculty of Business Administration. / Department of Accounting and Information Management

M.Comm. / The supposition was made that when customer service is not formally planned and managed, it could result in customer service, as a competitive strategy, not being optimally exploited due to it being done in an unco-ordinated, disorganised and ad hoc manner. The aim of this study is to set guidelines for customer service and management to ensure that customer service, is optimally exploited as a competitive strategy. This study commences with a theoretical framework followed by empirical research. During the theoretical study, customer service was defined and related theoretical aspects discussed. Emphasis was given to the conditions for applying customer service in the enterprise including the service quality model of Parasuraman, Zeithaml and Berry (1988). General management tasks were defined and the content of each task briefly discussed. Thereafter, the principles of these tasks were applied to customer service management. A customer service model was formulated, which integrated the theory of customer service and general management tasks. The model is based on the assumption that customer service management can be applied at executive, functional and operational level. A questionnaire was designed with the theoretical review as foundation. All facets of customer service management were analysed and questions were posed to determine the extent to which local banks comply with these management principles. The questionnaire was sent to the top ten Commercial banks in South Africa, selected according to the size of their total assets. The completed questionnaires were then analysed with the following results. The management tasks satisfactorily applied in customer service management are: planning, organising and leading. Management tasks that are not satisfactorily applied in customer service management as a result of all the gaps identified are: control, motivation, discipline, communication, delegating, decision making and the management of information. This indicated that customer service is not always managed on a formal and structured way because some of the management tasks are neglected. None of the general management tasks should be neglected as the omission of one of these tasks may lead to an ineffective management process. A customer service manager should thus continuously focus on each one of these management tasks to ensure that they are effectively carried out. If all the management tasks are performed out effectively, and are not neglected or ignored, the management process will be completed satisfactorily and improved results can be expected. The enterprise will therefore have a continuous competitive advantage over its rivals and the primary objectives of a enterprise, namely optimization of income, can thus be attained.

M.Com. (Business Management) / Please refer to full text to view abstract

M.Com. / Please refer to full text to view abstract

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M. Tech. (Office management and Technology) Vaal University of Technology| / Telework can be defined as a flexible work arrangement, where selected employees work at home one or more days per week or at a site near home, instead of physically travelling to a central workplace. Telework has progressed globally, especially during the past decade to a work option that has an impact on commerce and industry in a most beneficial manner. This flexible work arrangement emerged in organisations because of the development of information and communication technology (ICT) that forms the key component of the teleworkers equipage. This investigation focussed on telework aspects, such as the effects on the environment, quality of life and economic effects. It is evident that telework generates significant benefits to the corporate environments, improves work and personal life experiences for human resources, improves environmental and social circumstances and has resulted in a significant paradigm shift in the corporate arena. The investigation also identified barriers that constrain managers from implementing telework. The investigation furthermore determined how South Africa, in particular, might benefit socioeconomically Inferential conclusions indicate that telework could counteract many of South Africa's transport and related socio-economic problems that pose detrimental consequences for the environment and other resources, as is the case in many other countries.

Bibliography: leaves 134-145 and 157-158. / 158 leaves ; 30 cm. / Title page, contents and abstract only. The complete thesis in print form is available from the University Library. / Evaluates an intervention in the marketplace. Examines the impact of a loyalty program on brand loyalty in a series of seven studies/replications across two countries and five product categories. Supports the use of Dirichlet norms to assess the impact of marketplace interventions, or at least loyalty initiatives. The comparisons against Dirichlet predictions seemed to work as expected in being able to show the impact, or lack of impact, of these marketing interventions. Provides a methodological and analytical framework for further studies of this kind. / Thesis (Ph.D.)--University of Adelaide, Graduate School of Management, 2000?

Bibliography: leaves 134-145 and 157-158. / 158 leaves ; 30 cm. / Title page, contents and abstract only. The complete thesis in print form is available from the University Library. / Evaluates an intervention in the marketplace. Examines the impact of a loyalty program on brand loyalty in a series of seven studies/replications across two countries and five product categories. Supports the use of Dirichlet norms to assess the impact of marketplace interventions, or at least loyalty initiatives. The comparisons against Dirichlet predictions seemed to work as expected in being able to show the impact, or lack of impact, of these marketing interventions. Provides a methodological and analytical framework for further studies of this kind. / Thesis (Ph.D.)--University of Adelaide, Graduate School of Management, 2000?

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.Com. / Please refer to full text to view abstract