The overall purpose of this research was to add to existing theory of quality pertaining to the service provider's perception of quality. Quality in the service industry is difficult to assess because of the intangible, heterogeneous and labor intensive nature of services. In addition, personnel have varying perceptions of delivered quality based on their position within the organizational hierarchy. This study enhanced the Service Quality Model developed by Zeithaml, Berry, and Parasuraman (1988). An additional gap ("gap 6") was hypothesized and investigated. This gap describes the differences in perceived delivered quality by employees at different organizational levels (e.g., managerial, supervisory, and non-management employees) across different market segments. The researcher proposed that "gap 6" has a significant impact on total perceived delivered quality. The survey instrument addressed five dimensions of overall quality: tangibles, reliability, responsiveness, assurance, and empathy. The survey was administered to employees from hotels representing three market segments located within the same metropolitan area and managed by the same company. A 3 X 3 factorial design was used with three organizational levels (managers, supervisors, and hourly employees) and three lodging market segments (luxury, business-traveller, and long-term/suite). Data analyses included descriptive statistics, analysis of variance (ANOVA), and Tukey's Multiple Comparison Test.

This research conducted an interdisciplinary field experiment to identify relationships between productivity, user satisfaction and IS Helpdesk USP's use of effective communication behavior. An experimental group of Helpdesk USPs of a large retail organization were trained by communication professionals in communication effectiveness, with emphasis on the needs of the telephone environment.

M.A. (Tourism and Hospitality Management) / Travel agents have been traditionally seen as the key intermediary between suppliers of travel services and the traveller. Developments in the field of information technology offer consumers an alternative to booking via a travel agent - the option to plan and arrange holidays online. Due to the ever developing nature of technology, travellers have the luxury of a multitude of choices in their everyday life - particularly so in making decisions regarding travel. Travellers will seek to optimise choices by selecting a distribution channel which will provide them with the greatest perceived value. The primary goal of the study is to explore the underlying factors that influence consumer behaviour in making travel decisions, with specific reference to choosing between booking through a travel agent or online. Research with a perspective on travel decision-making in South Africa is limited. In attempting to fill the void, this study surveyed 408 respondents residing in South Africa using a structured questionnaire, and examined preference in booking holiday flights or accommodation travel through a travel agent or Internet. A literature review was embarked upon to create a framework for this study and to recognise previous research related to travel decision-making. Exploratory factor analysis was used to identify factors influencing traveller decision-making. Statistical tests, such as Chi-square and correlation tests, were further used to examine the degree of relationship and significance between items and factors. Factors that influence travel decision-making were identified, namely trust and financial risk perception, convenience and adoption of technology, price, personal contact or empathy and the role of demographic factors such as age, income and ethnicity...

M.Comm. / The objectives of this study are: - to determine the perceptions of the internal client relative to his requirements of the service being delivered, - to determine the specific areas in which there are shortcomings in the delivering of the services, and - to make recommendations for provision of better service. The respondents who participated in the study, are the managers of Telkom in the Witwatersrand area. The technical support services are delivering a support service to Telkom in maintaining the infrastructure of its network (power systems, air conditioning systems and electronic cards) and the production of various products of plastic and steeL The viability of the workshops will depend on delivering a quality service to its clients that meets their minimum requirement of expected performance. Data collection took place by using the SERVQUAL-questionnaire. This questionnaire is based on the five dimensions of service quality that were identified in a study by Parasuraman, Zeithaml and Berry (1985), namely reliability, reaction, insurance, empathy and tangibles. The managers were required to complete the questionnaire which was sent by E-mail A software program was used to process the results. The results indicated a negative satisfaction index and the conclusion could be drawn that the workshops do not meet expectations of the clients. The satisfaction gap is the difference between the perception of the client of the service that is delivered and the minimum requirements expected of that service. The reliability dimension is rated the worst of the five dimensions, where the respondents felt that the details of the timing of the delivery of the service are insufficient. The tangible dimension is rated the second lowest of the five dimensions. The two most important areas that require attention, agree the premises of the workshops and the documentation which accompanies the delivery of the service.

University of Macau / Faculty of Science and Technology. / Department of Computer and Information Science

by Melwani Cheng Ngar Man Angela, Tang Wai Shan. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1996. / Includes bibliographical references (leaves 106-113). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / ACKNOWLEDGEMENT --- p.vi / Chapter CHAPTER I --- INTRODUCTION --- p.1 / Background --- p.1 / Method --- p.2 / Chapter CHAPTER II --- LITERATURE REVIEW --- p.4 / The Emergence of Relationship Marketing --- p.4 / Definition of Relationship Marketing --- p.5 / Segmentation --- p.9 / Niche Marketing --- p.9 / Database Marketing --- p.11 / Frequency Marketing --- p.13 / Acceleration of the Evolution of Relationship Marketing --- p.14 / New behaviour: the challenges to brands --- p.16 / New media: the challenge to advertising --- p.18 / New technology: the challenge to distribution --- p.21 / Relationship Marketing in Industrial and Service Marketing --- p.23 / Relationship marketing in industrial markets --- p.24 / Relationship marketing in the service industry --- p.25 / Relationship Marketing in the Consumer Goods/Retailing Industry --- p.28 / Relationship Marketing vs Traditional Marketing (4 Ps) --- p.31 / Benefits of Relationship Marketing --- p.40 / Implementation of Relationship Marketing --- p.42 / Database --- p.52 / Loyalty Marketing Programmes --- p.52 / Relationship marketing involves everyone in the company --- p.61 / Dissolution of a Relationship --- p.62 / A Truly Caring Relationship --- p.67 / Chapter CHAPTER III --- RELATIONSHIP MARKETING IN THE AIRLINE INDUSTRY --- p.71 / Cathay Pacific Airways --- p.73 / Customer Loyalty --- p.74 / Dissolution of relationship --- p.79 / Evaluation and Recommendation --- p.81 / Evaluation of the Current Loyalty Marketing Programmes --- p.81 / Success Criteria --- p.82 / Evaluation of Relationship Marketing Efforts --- p.84 / Chapter CHAPTER IV --- CONCLUSION --- p.96 / APPENDICES --- p.98 / BIBLIOGRAPHY --- p.106 / REFERENCE --- p.108

by Wong Chi Wa. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1996. / Includes bibliographical references (leaves 60-62). / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.v / Chapter / Chapter I. --- INTRODUCTION --- p.1 / The Telecommunications Industry in Hong Kong --- p.1 / Existing Market Environment --- p.3 / Market Size and Market Segmentation in Hong Kong --- p.4 / Long-range Marketing Strategy for Telecommunications Industry --- p.6 / Value of Relationship --- p.7 / Chapter II. --- RELATIONSHIP MARKETING --- p.9 / Definition of Relationship Marketing --- p.9 / Relationship Marketing vs Marketing --- p.12 / A Model of effective Relationship Marketing --- p.12 / Relationship Marketing Inputs --- p.13 / Understand Customer Expectations --- p.13 / Building Service Partnerships --- p.14 / Empowering Employees --- p.15 / Total Quality Management --- p.16 / Positive Outcome of the Relationship Marketing Process --- p.16 / Customer Satisfaction --- p.17 / Customer Loyalty --- p.17 / Quality Products --- p.18 / Increased Profitability --- p.18 / Assessment Stage --- p.18 / Customer Feedback --- p.19 / Integration --- p.19 / Why Relationship Marketing Is Needed in Telecommunications industry in Hong Kong --- p.20 / Maturing of Services Marketing --- p.21 / Benefits to the Firm --- p.21 / Benefits to the Customer --- p.22 / Technological Advances --- p.23 / Chapter III. --- METHODOLOGY --- p.24 / The Sample --- p.24 / The Survey --- p.26 / Hypotheses --- p.26 / Chapter IV. --- STUDY RESULTS --- p.29 / Hypothesis Testing --- p.30 / Chapter V. --- DISCUSSION --- p.37 / Test Results for Hypothesis --- p.40 / Different Perception Between China and Non-China Based Banks --- p.43 / Critical Success Factors for Relationship Marketing --- p.45 / Chapter VI. --- RECOMMENDATIONS --- p.46 / Chapter VII. --- CONCLUSION --- p.50 / APPENDIES --- p.52 / BIBLIOGRAPHY --- p.60

Ho Yiu-chung. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2000. / Includes bibliographical references (leaves 100-104). / Abstracts in English and Chinese. / Chapter Chapter One --- Introduction --- p.1-6 / Chapter Chapter Two --- Literature Review --- p.7-27 / Chapter Chapter Three --- Conceptual Models --- p.28-66 / Chapter Chapter Four --- Empirical Study --- p.67-85 / Chapter Chapter Five --- Discussions and Conclusion --- p.86-99 / Bibliography --- p.100 -104

Ng, Wai Hung Thomas. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (leaves 103-112). / Abstracts in English and Chinese ; questionnaires in Chinese. / ABSTRACT (ENGLISH) --- p.i / ABSTRACT (CHINESE) --- p.iv / ACKNOWLEDGEMENT --- p.vi / TABLE OF CONTENTS --- p.vii / LIST OF TABLES --- p.ix / LIST OF FIGURES --- p.x / Chapter CHAPTER I --- INTRODUCTION --- p.1 / Chapter CHAPTER II --- LITERATURE REVIEW --- p.6 / Service Quality (SQ) --- p.6 / Conceptualizing SQ --- p.9 / SQ Perception Discrepancy between Employees and Customers --- p.14 / SQ Conceptualization Discrepancy / Discrepancy in Psychometric Properties of SQ scale / SQ Evaluation Discrepancy / Measurement Equivalence/Invariance(ME/I) --- p.19 / Testing Configural Invariance / Testing Factorial Invariance / Testing Unique Variance Equivalence / Testing Factor Variance Equivalence / Testing Intercept/Scalar Invariance / Testing Factor Correlations Equivalence / Testing Latent Means Equivalence / Chapter CHAPTER III --- OBJECTIVE --- p.25 / Chapter CHAPTER IV --- CONCEPTUALIZATION --- p.27 / SQ Conceptualization --- p.27 / Difference in Conceptual Model / Difference in Manifestation of Constructs (Dimensions) / Psychometric Properties of the Scale --- p.31 / Difference in Magnitude of Random Error / Difference in Perception Dispersion / Difference in Baseline Perception / SQ Evaluation --- p.35 / Difference in Interrelationships among Dimensions / Difference in Perceived SQ level / Summary --- p.39 / Chapter CHAPTER V --- METHODOLOGY --- p.41 / Data Collection --- p.41 / Survey Instrument / Interview / Method of Analysis --- p.42 / Testing Difference in Conceptual Model / Testing Difference in Manifestation of Constructs / Testing Difference in Magnitude of Random Error / Testing Difference in Perception Dispersion / Testing Difference in Baseline Perception / Testing Difference in Interrelationships among Dimensions / Testing Difference in Perceived SQ level / Other Methodologies in Examining ME/I --- p.51 / Chapter CHAPTER VI --- RESULTS --- p.56 / SQ Conceptualization --- p.59 / Difference in Conceptual Model / Difference in Manifestation of Constructs / Psychometric Properties of the Scale --- p.68 / Difference in Magnitude of Random Error / Difference in Perception Dispersion / Difference in Baseline Perception / SQ Evaluation --- p.75 / Difference in Interrelationships among Dimensions / Difference in Perceived SQ level / Summary of Results --- p.77 / SQ Conceptualization / Psychometric Properties / SQ Evaluation / Chapter CHAPTER VII --- DISCUSSION AND CONCLUSION --- p.85 / Managerial Implications --- p.85 / Using Employees Information / Training / Methodological Merits --- p.90 / Measurement Non-invariance as a Source of Information --- p.92 / Future Direction: / Application of the Multiple Forms of Discrepancy --- p.94 / Conclusion --- p.95 / APPENDIX --- p.96 / Chapter 1A. --- Employees Survey Questionnaire --- p.96 / Chapter 1B. --- Customers Survey Questionnaire --- p.99 / Chapter 2. --- Item Patterns of Three Testing Models --- p.102 / REFERENCES --- p.103

本文分為個部分：多技能員工調問題，和集合覆蓋、裝運和劃分混合問題多面體研究，其中第一部分問題啟發我們第二部分的探。 / 首先，我們研究在一個大型機場的國際客運站中客戶服務人員的調問題。員工有同的技能和技能水平。技能定義是二維的，包括操作技能和語言能。在學模型中，我們也考慮用餐和休息時間的調和多處工作地點。我們證明該問題是NP-hard 的。我們推導出有效等式，以方計算過程。我們的學模型能夠幫助規劃者做出決策，及可計算同型的活性對業務的影響。我們的模型也可以幫助決策者計劃長遠工作調和培訓。 / 多技能人員調問題啟發我們這篇文的第二部分：集合覆蓋、裝運和劃分混合問題多面體研究。我們首先證明如覆蓋（或裝運）的等式被删去，該多面體是相當於一個放寬的裝運（或覆蓋）多面體的投影。然後我們考慮混合奇穴多面體（即是一個由覆蓋和裝運等式組成的多面體），並採用圖方法研究，通過考慮同型的等式的互動，推導出混合奇穴等式和完全描繪多面體的特徵。我們再推導出集合覆蓋和裝運混合問題的混合奇穴等式。計算結果顯示，混合奇穴等式有助於減少計算時間。我們還提供子明如何用等式幫助決策。 / This thesis is divided into two parts: Multi-Skilled Staff-Scheduling Problem and a polyhedral study on the Mixed Set Covering, Packing and Partitioning Problem, where the first part is a motivating example of the latter. / In the multi-skilled staff-scheduling problem, we study the problem of scheduling customer service agents at an international terminal of a large airport. The staff members are heterogeneous with different skills and skill levels. The skill specification is two-dimensional, defined by operational skills and language proficiency. In the mathematical model, we also consider the scheduling of meal and rest breaks, and multiple locations. The problem is shown to be NP-hard. We derive valid inequalities to speed up the computational procedure. With our mathematical model, we are able to help schedule planners make decisions and examine the impacts of different types of flexibility on the level of service provided. Our model can also help decision makers with long-term work-schedule planning. / Motivated by the staff-scheduling problem, the second part of this thesis studies the polyhedral structure of the mixed set covering, packing and partitioning problem, i.e., a problem that contains set covering, set packing and set partitioning constraints. We first study the mixed odd hole polytope, which is the polytope associated with a mixed odd hole consisting of covering and packing "edges". Adopting a graphical approach and considering the "interactions" between the different types of inequalities, we derive the mixed odd hole inequality, thereby completely characterizing the mixed odd hole polytope. We then generalize the mixed odd hole inequality for the general mixed covering and packing polytope. Computational results show that the mixed odd hole inequalities are helpful in reducing solution time. We also provide examples of problem settings in which the inequalities can be used to help decision making. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Kuo, Yong Hong. / Thesis (Ph.D.)--Chinese University of Hong Kong, 2013. / Includes bibliographical references (leaves 119-129). / Abstracts also in Chinese. / Abstract --- p.i / Acknowledgement --- p.iii / Chapter I --- Scheduling of Multi-skilled Staff Across Multiple Locations --- p.1 / Chapter 1 --- Introduction --- p.2 / Chapter 2 --- Literature Review --- p.8 / Chapter 3 --- Mathematical Model --- p.14 / Chapter 3.1 --- Problem Formulation --- p.14 / Chapter 3.2 --- Valid Inequalities --- p.20 / Chapter 3.3 --- Shift Scheduling and Longer-Term Work-Schedule Planning --- p.21 / Chapter 4 --- Computational Studies --- p.24 / Chapter 4.1 --- Dataset and Input Parameters --- p.24 / Chapter 4.1.1 --- Staffing Requirements and Shortage Penalties --- p.24 / Chapter 4.2 --- Computational Study: Managerial Insights --- p.26 / Chapter 4.2.1 --- Effect of Three Types of Flexibility --- p.26 / Chapter 4.2.2 --- Impact of Different Types of Flexibility --- p.28 / Chapter 4.3 --- Computational Study: Benefits Compared with Benchmarks --- p.33 / Chapter 4.3.1 --- Heuristic H1: CSA Assignment by Time Period --- p.35 / Chapter 4.3.2 --- Heuristic H2: CSA Assignment by Criticality --- p.35 / Chapter 4.3.3 --- Comparison with Benchmarks --- p.37 / Chapter 4.4 --- Computational Study: Computational Efficiency --- p.40 / Chapter 5 --- Conclusions --- p.44 / Chapter II --- On the Polyhedral Structure of the Mixed Set Covering, Packing and Partitioning Polytope --- p.47 / Chapter 6 --- Introduction --- p.48 / Chapter 7 --- Preliminaries --- p.51 / Chapter 8 --- Overview of Packing, Covering and Partitioning Polyhedra --- p.58 / Chapter 8.1 --- Set Packing Polytope --- p.58 / Chapter 8.1.1 --- Intersection Graph --- p.59 / Chapter 8.1.2 --- Lifting Procedures --- p.63 / Chapter 8.1.3 --- Facet-Producing Subgraphs --- p.66 / Chapter 8.2 --- Set Covering Polytope --- p.71 / Chapter 8.2.1 --- Polyhedral Structure and the Associated Graphs --- p.71 / Chapter 8.3 --- Set Partitioning Polytope --- p.76 / Chapter 8.4 --- Blocking and Anti-Blocking Pairs --- p.78 / Chapter 8.4.1 --- Blocking polyhedra --- p.78 / Chapter 8.4.2 --- Anti-blocking polyhedra --- p.80 / Chapter 8.5 --- Perfect, Ideal and Balanced Matrices --- p.81 / Chapter 8.5.1 --- Perfect Matrices --- p.81 / Chapter 8.5.2 --- Ideal Matrices --- p.83 / Chapter 8.5.3 --- Balanced Matrices --- p.84 / Chapter 9 --- Mixed Set Covering, Packing and Partitioning Polytope --- p.87 / Chapter 9.1 --- Mixed Set Partitioning and Covering/Packing Polytope --- p.87 / Chapter 9.2 --- Mixed Set Covering and Packing Polytope --- p.88 / Chapter 9.2.1 --- Mixed odd hole --- p.90 / Chapter 9.2.2 --- General Mixed Covering and Packing Polytope --- p.97 / Chapter 9.3 --- Computational Experiments --- p.108 / Chapter 9.4 --- Applications of the Mixed Odd Hole Inequality --- p.112 / Chapter 9.4.1 --- Railway Time-Tabling --- p.112 / Chapter 9.4.2 --- Team Formation --- p.113 / Chapter 9.4.3 --- Course Registration --- p.114 / Chapter 10 --- Conclusions --- p.117 / Bibliography --- p.119