AFRIKAANS: Bestuurders en personeel van dienslewering instansies staar huidiglik meer intensiewe klantediens eise in die gesig as ooit tevore. Vandag se klante is beter ingelig, stel meer vereistes en is meer self geldend wanneer diensprobleme ontstaan. Dit is gedeeltelik die gevolg van 'n styging in die vraag na toegevoegde waarde by produkte en dienste wat deur klante aangekoop word. Die klant se vraag na waarde lei tot 'n sterker fokus op 'n kombinasie van kwaliteit, billike pryse en goeie diens. Wanneer diensfalings ontstaan kan die diensverskaffer se reaksie die band versterk tussen die onderneming en die klant of dit kan 'n onbetekenisvolle irritasie verander in 'n groot insident. Gegewe dat 'n onderneming dieselfde effek het op winste as om kostes te sny met tien persent (Power 1992) is dit noodsaaklik dat bestuurders diensfalings en diensherstel kwessies versigtig oorweeg en bewus is van die vereistes van hoë kwaliteit diensherstel; en die uitwerking daarvan op die onderneming se winsgewendheid en oor 'n diensherstelplan moet beskik om die falings aan te spreek wanneer hul voorkom en nie bloot krisis bestuur toepas nie. Ten spyte van die belangrikheid van die opvolg en analise van diensfalings en diensherstel is daar slegs 'n beperkte empiriese navorsing gedoen wat falings en diensherstel ondersoek. Die hoofdoel van die navorsing was om die kwaliteit van diensherstel te bepaal van 'n lojaliteitstelsel in die landbou-bedryf vir produsente in Suid-Afrika. Die lojaliteitstelsel is tans die enigste van die kwaliteit van diensherstel, punte opgebou en herhalingsaankope intensies asook taal en geslag is ook ondersoek. Asook, die faktore wat verantwoordelik was dat produsente die diensherstel ervaar het as goed of swak. Tydens die studie is daar gebruik gemaak van die kritiese insidente tegniek wat ontwikkel is deur Flanagan. As 'n sistematiese, sekwensiële metode kan spesifieke insidente van effektiewe en oneffektiewe gedrag geanaliseer word met betrekking tot 'n vooraf bepaalde aktiwiteit. Die volgende faktore blyk die belangrikste faktore te wees wat verantwoordelik was vir hoë kwaliteit diensherstel: Werknemervriendelikheid, Bereidwilligheid, Een-tot-een persoonlike aandag en Kennis van produkte of klagtes. Die faktore wat statisties beduidende was en gelei het tot swak kwaliteit diensherstel is eerstens onvoldoende outoriteit van die dienssentrum personeel gevolg deur beleid wat optrede verhoed, geen kennis van 'n spesifieke reëling, stadige diens en die feit dat die klant in die verleentheid gestel is. Geslag het geen invloed gehad op die tevredenheid met die diensherstel nie, maar taal wel in 'n statistiese beduidende invloed het op respondente se tevredenheid met die oplossing van 'n probleem. Daar is geen verwantskap tussen die feit dat respondente reeds punte opgebou by die lojaliteitsprogram en hul ervaring van die bevredigende oplossing van probleme en klagtes nie. Daar is wel 'n verband tussen die opbou van punte en die gebruik van ander dienste wat die onderneming bied. Die meerderheid respondente 81,67 persent is tevrede met die diensherstel teenoor slegs 18,33 persent van die respondente wat ontevrede was met die regstelling. Die navorsing stel die onderneming in staat om sy sterk punte meer te beklemtoon en daarop te fokus asook om negatiewe punte in heroorweging te bring en aan te pas dienooreenkomstig die eise van die klant. Die aanstel van die regte dienspersoneel is dus van kardinale belang asook opleiding in kommunikasie vaardighede en etiket en bemagtiging is essensieel vir hoë kwaliteit diensherstel. Daar is 'n aanduiding dat die onderneming sy beleid rondom taal en ander diensleweringskwessies soos bemagtiging, outoriteit en verantwoordelikheid sal moet hersien. / ENGLISH: Service managers and personnel are facing more intensive customer service pressures than ever before. Today's customers are more demanding, better informed and more assentive when service problems arise. This may be due in part to increased customer demand for value in the products and services purchased. Customer demands for value result in a stronger focus on a combination of quality, fair price and good service in the purchases they make. When service failures occur, the service providers reaction can either reinforce a strong customer bond or change a minor distraction into a major incident. Given that improving a company's customer retention rate by t20 percent has the same effect on profits as cutting costs by 10 percent (Power 1992), it is imperative that managers consider failure and recovery issues and know what effect it has on the company's profitability. It is essential that a company has an established service recovery plan to overcome failures when the occur and don't apply crisis management. Despite the importance of tracking and analising service failures and recovery strategies, only limited empirical research examining failures and recoveries has been conducted. The purpose of this research study was to determine the quality of service recovery of a loyalty system in the agricultural industry of South Africa as perceived by produces. This loyalty system is the only of its kind. The correlation between the quality of service recovery, points accumulated in the loyalty system, repeat purchase intentions as well as sex and language were examined. The factors that led to high and low service quality as perceived by the respondent were identified. During the study the critical incident technique developed by Flanagan was used. It is a systematic, sequential method whereby specific incidents of effective and ineffective behaviour can be analised with regarding to a predetermined activity. The following factors appear to the most significant and important for high quality, good service recovery; friendliness of contact personnel, willingness to help, One-to-one personal attention and knowledge of the product of service. The statistical significant factors which led to low service recovery quality was first of all insufficient authority of service personnel followed by policy hindering needed action, no knowledge of a specific arrangement made, slow service and the fact that the client was humiliated in the process. The sex of the respondents didn't have any significance regarding the perceived quality of service recovery, but language did have a statistical significance on respondents satisfaction with the recovery effort. There is no correlation between the fact that respondents had already build up points in the loyalty system and their experience of the satisfactory resolving of problems and complaints. But there is a correlation between the build-up of points in the loyalty system and the use of their services the company provides. The majority of respondents 81,67 percent is satisfied with the service recovery against only 18,33 percent of the respondents that were dissatisfied with the recovery efforts. This research findings enables the company to focus and expend its positive strengths of service recovery and work on the weaknesses as identified by the clients. The appointment of the right personnel as well as sufficient training in communication skills and etiquette is of extreme importance for good service recovery. There is an indication that although the majority of respondents rank their service recovery effort very high, five out of seven, that the company must readdress certain policies regarding authority, responsibility and empowerment. / Dissertation (MCom)--University of Pretoria, 2001. / Marketing Management / MCom / Unrestricted

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Dissertation submitted in compliance with the requirements for the Masters Degree in Technology: Business Administration, 2008. / The aim of the study was to identify causes of churning, to find ways of managing it and to diagnose customers‟ communication needs. Furthermore the research tested the impact of messaging services on customer retention and whether these services could compensate for the declining revenue or become new cash cows for service providers. The units of analyses were young people of ages ranging from 15 to 24. This group was chosen because it was found, during the study, that they used new services more often than any other age group. The initial plan, however, was to interview the entire population of cellphone users. Stratified random sampling was used to randomly select the units of analysis. Interviews were conducted at the homes of respondents, in the streets and at a shopping centre. Causes of customer churning were found to be billing by service providers that confused customers and „better phone deals offered by the competitors‟ resulting in some of the respondents switching providers. Other aspects about which respondents complained and which therefore could cause churning are „poor network quality‟, „confusing pricing structure‟ and „long waiting on customer care line‟. The respondents indicated that their communication needs could be satisfied by services that are easy to use, a helpful customer care agent and being able to retain a number when switching a service provider. Therefore churning could be managed by removing or reducing the causes of it and attracting the customers by meeting their communications needs, which are, improving customer care service and designing services that are easy to use. The research was inconclusive on the messaging services. Of the three new messaging services that were studied, only one was extremely popular, while the other two were hardly used. Instant messaging was the second most used service to voice and SMS and it was also ranked second, in order of importance. The other two messaging services, mobile email and MMS, received low rankings from the respondents. In addition more than a quarter (27%) of the respondents had never used mobile email. The implications of these findings are that service providers should improve their customer care service and design services that are easy to use.

Submitted in partial fulfillment of the requirements for the Master's Degree in Technology: Business Administration, Durban University of Technology, Durban, 2007. / Organizations in the service sector had to make a radical shift in their strategy to embrace customer-centered philosophies in order to maintain a sustainable business. Without realignment to the new demands and with ever increasing pressures, a superlative customer service cannot be achieved. Companies are increasingly placing greater emphasis on customer satisfaction. Customers are becoming more and more sophisticated due to globalization. Customers are no more buying a product alone, but an accompanying service satisfaction. There appears to be a huge gap between perceived and expected service levels. A concerted effort should be made to either narrow or eliminate this gap. DuPont Performance Coatings is a major supplier of coatings to the automotive industry. It was, therefore, necessary to measure Toyota South Africa Manufacturing's perception of service quality provided by DuPont Performance Coatings. Once the levels of customer satisfaction within Toyota South Africa Manufacturing are measured, it could be used as a basis for recommendations towards improving the service levels of DuPont Performance Coatings. The study involves the use of the SERVQUAL instrument in order to ascertain any actual or perceived gaps between customer expectations and perceptions of the service offered. The study also determines how the management of service improvement can become more logical and integrated with respect to the prioritized service quality dimensions and their strategy to decrease service quality gaps. On behalf of DuPont Performance Coatings, the research objectives were, firstly, to identify Toyota South Africa Manufacturing's expectations in terms of quality services provided; secondly, to ascertain the perceptions of Toyota South Africa Manufacturing towards the service provided by DuPont Performance Coatings; thirdly, to measure the gaps between the expectations and perceptions by Toyota South Africa Manufacturing, using the SERVQUAL score, and, finally to calculate and measure the score of the five SERVQUAL dimensions. The researcher has opted for a census because the entire population that deals with DuPont Performance Coatings is relevant. Each member of the population was classified in certain biographical variables. Eighty respondents were surveyed, using the SERVQUAL questionnaire, and the data were analyzed using descriptive and inferential statistical techniques. The study showed that Toyota South Africa Manufacturing's expectations of service quality exceeded their perceptions on the five service quality dimensions used in the SERVQUAL questionnaire. The smallest dimension gap score proved to be tangibles, while the largest gap score in the study proved to be reliability, followed by assurance. / M

Fiona Yee-Wan Lai. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 43-47). / Abstracts in English and Chinese ; questionnaire also in Chinese. / ACKNOWLEDGEMENT --- p.I / ABSTRACT --- p.II / 摘要 --- p.III / TABLE OF CONTENTS --- p.IV / LIST OF FIGURES --- p.VI / Chapter CHAPTER 1: --- INTRODUCTION --- p.1 / Service Quality and Customer Satisfaction --- p.2 / The Disconfirmation Gap Model of Service Quality --- p.2 / Service Quality Dimensions for the Banking Industry --- p.4 / Service Loyalty and other Behavioral Intentions of Service Quality --- p.7 / Past Studies of Customers' Loyalty on Service Quality --- p.7 / Future Behavioral Intentions --- p.8 / Current consumption Behaviors --- p.10 / Linking Service Loyalty with Service Quality --- p.11 / Limitations of Past Studies --- p.12 / The Proposed Model of Service Quality and Behavioral Consequences --- p.12 / The Effects of Market Segmentation on the Relationship Between --- p.15 / Service Quality and Behavioral Consequences --- p.15 / Literature Review of the Moderator Effects on the Linkage Between Service Quality and Behaviors --- p.15 / The Power of Market Segmentation --- p.16 / Segmenting the Banking Industry --- p.17 / The Impact of Market Segmentation on Service Quality and Behavioral Consequences --- p.18 / Chapter CHAPTER 2: --- METHOD --- p.21 / Participants --- p.21 / Procedure --- p.21 / Survey Instrument --- p.23 / Chapter CHAPTER 3: --- RESULTS --- p.25 / Descriptive Analysis --- p.25 / Confirmatory Factor Analysis --- p.29 / Evaluation of the Structural Model --- p.30 / Multi-Sample Analysis --- p.32 / Chapter CHAPTER 4: --- DISCUSSION --- p.36 / The Global Picture --- p.37 / Structural Relationships of Different Market Segments --- p.38 / The Effective Way to Tailor-Make Marketing Strategy --- p.39 / REFERENCES --- p.43 / APPENDIX I: QUESTIONNAIRE --- p.48 / APPENDIX II: ENGLISH TRANSLATION OF QUESTIONNAIRE --- p.54

by Chan King-Yan, Chu Kin-Yan Jeannie, Hsu Mei-Ying. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaf 64). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vi / Chapter / Chapter I. --- Project Overview --- p.1 / Chapter II. --- Methodologies Applied --- p.3 / Step 1 Exploratory Research --- p.3 / Step 2 Interviews --- p.3 / Chapter III. --- The importance of CRM in China banking industry --- p.5 / Economic Globalization and China's Accession into WTO --- p.5 / The Influence of Information Technology (IT) --- p.5 / Changes in the Dynamics of Supply and Demand in the Financial Market --- p.5 / Rapid Response to Market Demands and High Level of Customization --- p.6 / Chapter IV. --- Current situation of CRM --- p.7 / The Reasons for the Failure of CRM --- p.7 / Treat Technology as the Primary Driver of Customer Strategy --- p.7 / Lack of Executive Support --- p.7 / Data Is Ignored --- p.8 / Information system (IS) organization and business users cannot work together --- p.8 / No Attention Is Paid to Skill Sets --- p.9 / CRM in China --- p.9 / CRM Industry Is in Chaos --- p.9 / Resistance of CRM Implementation --- p.10 / Willingness to Invest in CRM Training --- p.10 / Chapter V. --- Business environment of China --- p.11 / Politics --- p.12 / Economics --- p.15 / Demographic --- p.16 / Technology --- p.20 / Chapter VI. --- CRM implementation in Guangdong Development Bank in China --- p.22 / Introduction of Guangdong Development Bank --- p.22 / Strengths and Weaknesses --- p.22 / Feasibility and Benefits of Executing CRM --- p.26 / The Effect of External and Internal Factors on Strategy Formulation --- p.30 / Strategy Translation and Implementation --- p.34 / Stage 1 - Develop Prerequisite Arenas before Implementing CRM --- p.34 / Stage 2: Establish CRM system --- p.41 / Stage 3: Performance Indicators --- p.43 / Chapter VII --- RECOMMENDATIONS --- p.45 / Actions to Guarantee Long-term Success --- p.45 / APPENDIX --- p.49 / BIBLIOGRAPHY --- p.64

by Hon Chui Yuk, Milkie. / Thesis (M.Phil.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaves 151-170). / Abstract and questionnaire also in Chinese. / ACKNOWLEDGMENTS --- p.i / ABSTRACT --- p.ii / TALE OF CONTENT --- p.vii / LISTS OF FIGURES --- p.ix / LISTS OF TABLES --- p.x / Chapter Chapter 1: --- INTRODUCTION --- p.1 / Chapter Chapter 2: --- INDUSTRY BACKGROUND --- p.5 / Introduction --- p.5 / Real Estate Brokerage Industry --- p.5 / The Practice in Real Estate Brokerage Industry --- p.11 / Real Estate Agency Concept --- p.11 / Dual Role of Agent in Hong Kong --- p.13 / Nature of Occupation --- p.14 / Recent Changes in the Real Estate Brokerage Industry --- p.15 / Consequences of the Changes in the Real Estate Brokerage Industry …… --- p.21 / Chapter Chapter 3: --- LITERATURE REVIEW --- p.26 / Service Marketing --- p.26 / Classification of Service - Highlighting the Human Dimension --- p.27 / Services Marketing - Importance of the Human Dimension Elements --- p.30 / Marketing Mix Concept --- p.31 / Service Encounter --- p.32 / Characteristics of Customer Contact Employees Affecting the Evaluation of Service Encounters --- p.36 / Effects of Service Encounters --- p.37 / Customer Retention and Relationship Marketing --- p.40 / Commitment - Essential Ingredient of Successful Long-Term Relationship --- p.42 / Relationship Quality/Strength - Ingredient of Relationship Development and Enhancement --- p.47 / Customer Perceived Service Quality --- p.62 / A Summary --- p.70 / Chapter Chapter 4: --- THE PROPOSED MODEL AND RESEARCH HYPOTHESES --- p.72 / A Model Of Service Relationship Formation and Enhancement --- p.74 / Conceptualization and Hypotheses --- p.78 / Relationship Formation stage →Relationship Enhancement stage --- p.78 / Relationship Enhancement stage →Outcomes --- p.87 / Effects of Trust and Satisfaction on Affective Commitment --- p.90 / Chapter Chapter 5: --- RESEARCH DESIGN AND RESEARCH METHODOLOGY --- p.92 / Research Design --- p.92 / Sampling Design --- p.92 / Survey Administration --- p.94 / Research Instrument --- p.97 / Measures and Operationalization --- p.98 / Method of Analysis --- p.100 / Scale Analysis --- p.100 / Structural Equation Modeling --- p.100 / Chapter Chapter 6: --- ANALYSIS AND RESULTS --- p.104 / Respondent Profile --- p.104 / Structural Equation Modeling --- p.106 / Original Conceptual Model (CCOM) --- p.109 / Measurement Model Evaluation --- p.109 / Structural Equation Model Results --- p.114 / The Modified Conceptual Model (CCOM) --- p.120 / Measurement Model Evaluation --- p.120 / Structural Equation Model Results --- p.120 / Chapter Chapter 7: --- DISCUSSION AND CONCLUSION --- p.127 / Summary --- p.127 / Contributions of the Research --- p.129 / Limitations --- p.135 / Directions for Future Research --- p.136 / APPENDICES --- p.139 / REFERENCES --- p.151

Dissertation submitted in compliance with the requirements for the Masters Degree in Technology: Business Administration, 2008. / The aim of the study was to identify causes of churning, to find ways of managing it and to diagnose customers‟ communication needs. Furthermore the research tested the impact of messaging services on customer retention and whether these services could compensate for the declining revenue or become new cash cows for service providers. The units of analyses were young people of ages ranging from 15 to 24. This group was chosen because it was found, during the study, that they used new services more often than any other age group. The initial plan, however, was to interview the entire population of cellphone users. Stratified random sampling was used to randomly select the units of analysis. Interviews were conducted at the homes of respondents, in the streets and at a shopping centre. Causes of customer churning were found to be billing by service providers that confused customers and „better phone deals offered by the competitors‟ resulting in some of the respondents switching providers. Other aspects about which respondents complained and which therefore could cause churning are „poor network quality‟, „confusing pricing structure‟ and „long waiting on customer care line‟. The respondents indicated that their communication needs could be satisfied by services that are easy to use, a helpful customer care agent and being able to retain a number when switching a service provider. Therefore churning could be managed by removing or reducing the causes of it and attracting the customers by meeting their communications needs, which are, improving customer care service and designing services that are easy to use. The research was inconclusive on the messaging services. Of the three new messaging services that were studied, only one was extremely popular, while the other two were hardly used. Instant messaging was the second most used service to voice and SMS and it was also ranked second, in order of importance. The other two messaging services, mobile email and MMS, received low rankings from the respondents. In addition more than a quarter (27%) of the respondents had never used mobile email. The implications of these findings are that service providers should improve their customer care service and design services that are easy to use.