Thesis--PlanB (M.S.)--University of Wisconsin--Stout, 2002. / Includes bibliographical references.

The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry. These activities represent ongoing challenges in the logistics discipline and are under-researched in this industry sector that is affected by primary producer crises, product commoditisation and increasing retailer power. Firms that improve customer service should increase customer satisfaction resulting in better customer-supplier relationships, increased customer loyalty, profitability and a differential competitive advantage. The customer-supplier dyadic exchange between intermediary food processors is the focus of study. There has been little programmatic and integrative study or empirical research of these activities in logistics since work conducted over twenty-five years ago by La Londe and Zinzser. Additionally, some existing studies suffer from a general lack of rigour that pervades the logistics discipline and has prevented meaningful development of research validity and reliability. Finally, existing research into these activities from the marketing discipline is under-utilised in these investigations. Indeed, there has been limited inter-disciplinary research in logistics notwithstanding the genesis of both logistics and marketing as a single discipline at the beginning of the 20th century. This study uses a rigorous two-stage methodology developed for marketing research by Churchill. This methodology comprises generating variables for enquiry from a literature review, collecting and analysing data in a pilot survey to purify variables, and conducting a second survey to assess reliability and validity of pilot study findings. Models used for the study are adapted from existing work in marketing service quality by Parasuraman, Zeithaml and Berry and are supplemented by relationship constructs emerging from the pilot study. A postal survey was administered to 1,215 UK food processors. Respondent data was analysed using exploratory and confirmatory factor analysis and structural equation modelling to test variables and constructs. The findings of this study validate constructs of pretransaction, order service and quality and relationship service and quality, thus reaffirming original constructs developed by La Londe and Zinzser. The findings also falsify transaction service quality constructs posited by Parasuraman, Zeithaml and Berry. Issues of price, supplier importance, supplier switching, and relationship power were tested, but did not feature in resultant constructs. These latter issues are discussed in terms of an overarching framework that encompasses the validated constructs and an extended model is hypothesised for future study. The results of this thesis indicate that UK food processors should consider all phases of pre-transaction, transaction and post-transaction events when facilitating operations design and customer service planning.

Convenience stores are playing a pivotal role in the contribution to profitability in the fuels retail environment. In order to increase market share that will lead to increased profits it is imperative to provide excellent customer service. Customer experience has been identified as the key construct in the modern retail environment to be addressed, in order to ensure a satisfied customer. It has been noted that customer experience is not measured in the convenience stores, but only at the pump stations and the carwash service points of Sasol garages. Sasol Oil has a fuels retail market share of 9% and it will be beneficial for the company to explore all avenues to increase market share since convenience stores contribute 25% towards the total profit of the company. A literature review was conducted to identify the important controllable elements of the total customer experience and the measuring instruments that can be used to measure these elements, which formed the basis of the empirical study. The measuring instruments discussed in the literature are Servqual, Kano and customised models. One of the dimensions of the total customer experience is service quality and a customised model was chosen as the measuring instrument of choice. Questionnaires were developed, based on the controllable elements of customer experience, and distributed via email and handouts. In total, 260 questionnaires were distributed with a response of 47.7%. Descriptive statistics and exploratory factor analysis were employed to analyse the data. The reliability of the questionnaire was tested using Cronbach alpha. Cronbach alpha values above the minimum requirements and a cumulative variance of only 47% was achieved. Conclusions were drawn from the empirical study and recommendations were made in the final chapter. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.

Convenience stores are playing a pivotal role in the contribution to profitability in the fuels retail environment. In order to increase market share that will lead to increased profits it is imperative to provide excellent customer service. Customer experience has been identified as the key construct in the modern retail environment to be addressed, in order to ensure a satisfied customer. It has been noted that customer experience is not measured in the convenience stores, but only at the pump stations and the carwash service points of Sasol garages. Sasol Oil has a fuels retail market share of 9% and it will be beneficial for the company to explore all avenues to increase market share since convenience stores contribute 25% towards the total profit of the company. A literature review was conducted to identify the important controllable elements of the total customer experience and the measuring instruments that can be used to measure these elements, which formed the basis of the empirical study. The measuring instruments discussed in the literature are Servqual, Kano and customised models. One of the dimensions of the total customer experience is service quality and a customised model was chosen as the measuring instrument of choice. Questionnaires were developed, based on the controllable elements of customer experience, and distributed via email and handouts. In total, 260 questionnaires were distributed with a response of 47.7%. Descriptive statistics and exploratory factor analysis were employed to analyse the data. The reliability of the questionnaire was tested using Cronbach alpha. Cronbach alpha values above the minimum requirements and a cumulative variance of only 47% was achieved. Conclusions were drawn from the empirical study and recommendations were made in the final chapter. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.

Esta dissertação procurou investigar as condições de trabalho em uma central de atendimento telefônico ligada a um banco público. A unidade em foco é terceirizada e seus empregados exercem mesmas tarefas que funcionários concursados. A unidade de teleatendimento possui alto grau de informatização e combina características de organização tayloristafordista com gerenciamento toyotista, apresentando especificidades decorrentes da utilização de mão-de-obra num contexto marcado pela flexibilização nas formas contratação e conseqüente redução de direitos laborais de terceirizados em relação aos funcionários efetivos do banco. O objetivo geral foi o de questionar suposta neutralidade da tecnologia quando mediadora da relação capital x trabalho. Por ser uma pesquisa qualitativa, partimos de bibliografia que nos auxiliasse na comprovação dessa hipótese, a de que a tecnologia foi apropriada pelo capital e a este serve na medida em que permite a intensificação do ritmo de trabalho, aumento no controle dos resultados e a conseqüente aceleração no ritmo de acumulação. Os argumentos de que a ciência pouparia o ser humano do esforço físico desnecessário e o libertaria para desenvolver atividades ligadas ao intelecto se verificou em parte, sem, no entanto, diminuir o grau de exploração sobre o trabalhador, verificado pela precarização crescente nas formas de contratação, gerando um novo mundo do trabalho. Questionários mistos foram utilizados junto a trabalhadoras da empresa terceirizada, no intuito de identificar o perfil socioeconômico, o histórico profissional, as condições de trabalho e qual a percepção como classe trabalhadora. Identificamos que o grau de controle e o ritmo de trabalho se constituem em formas de intensificação na exploração, propiciada pela combinação de técnicas gerenciais da era fordista e pela utilização de sistemas de controle baseados na informática, constituindo o aparato tecnológico, uma dimensão do capital. / This thesis sought to investigate the working conditions in a call center subordinated to a public bank. The telemarketing unit under study is outsourced, and their employees perform the same tasks as direct permanent employees. The telemarketing unit has a high degree of computerization and combines features of Taylorist-Fordist organization with Toyotist management. Labor force use characterized by flexibility and a reduction of labor rights of the outsourced employees compared to the permanent employees of the bank. The hypotheses that guided this research is that technology, far from being neutral, serves the interests of capital as far as it contributes to intensification of labor, increased labor control and, as a result, to the acceleration of capital accumulation. The arguments that science would save human beings from unnecessary physical effort to liberat and develop activities related to the intellect occurred in part, without,however, reduce the degree of exploitation of the employee, revealed by the growing labor insecurity. Questionnaires to the outsourced company workers were used to obtain data aiming to identify the socioeconomic, occupational history, working conditions and the self-perception as working class. We found that the degree of control and intensified labor pace provided by the combination of Fordist management techniques era and control systems based on computer, are increasing labor exploration. In this regard, the technological apparatus can be seen as a dimension of capital.

Dissertation submitted in compliance with the requirements for Master's Degree of Technology: Marketing, Retail and Public Relations, Durban University of Technology, 2011. / The purpose of this study is to investigate the perceptions of members of the public towards South African Police Service (SAPS), service delivery in the Community Service Centre (CSC) in the greater Durban area. The focus of the study was based on measurement of service quality dimension and service delivery in order to generate quality models for SAPS CSC. This study focuses on the determination of client perception of quality at the SAPS CSC. The main objective was to develop an understanding of the clients‟ perception of the service delivery by the SAPS CSC. The Servqual Model was used to establish the client‟s perceptions against their expectations of service quality at the SAPS CSC. The person-administered survey was used as the most appropriate technique. Four hundred respondents were surveyed. The data was analysed using Descriptive and Inferential statistics. The five service quality dimensions of the Servqual Model were used to measure client‟s expectations and perceptions. The results indicated that in all five service quality dimensions; (tangible, reliability, responsiveness, assurance and empathy) there was a negative quality gap. The significant differences between perception and expectation of clients in all five service quality dimensions were noted. Improvement is needed across all five service quality dimensions to improve service delivery. Furthermore, the result has revealed that client‟s perception of service quality at the SAPS CSC falls below their expectations, presenting a great challenge to the organisation. In order to improve service quality, it is recommended that SAPS need to regularly assess and monitor employees, as well as clients experiences and provide feedback.

The aim of the study is to establish how clients of the Germiston police station experience service delivery from personnel at their local police station and how police officials perceive their service delivery. This research wants to determine the extent of knowledge skills and attitude within the SAPS. The main objective was to evaluate services delivered by SAPS personnel. A qualitative research approach was chosen because it is flexible. The results of the study identified gaps. A significant shortage of personnel in the client service centre was noted. Furthermore, the results revealed that there is poor management and evaluation of the service delivery process. To have an effective and efficient service delivery process, it is recommended that the management of Germiston police station re-enforce legislation on service delivery and human resource capacity with the introduction of a customer service agent in the client service center and implement a monitoring and evaluation strategy. / Inhloso yocwaningo ngukubheka ukuthi abahlinzekwa usizo esiteshini samaphoyisa saseGermiston baluthola kanjani usizo esiteshini samaphoyisa sendawo nokuthi amaphoyisa akubona kanjani ukuhlinzeka kwawo usizo. Lolu cwaningo luhlose ukuveza izinga lamakhono olwazi kanye nokuziphatha ophikweni lamaphoyisa iSAPS. Injongo enkulu kwakuwukuhlaziywa usizo oluhlinzekwa abasebenzi bakwaSAPS. Kwakhethwa indlela yocwaningo ebheka amaqiniso ngoba iyaququleka. Imiphumela yocwaningo yaveza izindawo okungenzeki kahle kuzona. Kwabonakala ukuntuleka okukhulu kwabasebenzi esikhungweni sosizo okuhlinzekwa kubantu. Phezu kwalokho, imiphumela yaveza ukuthi kunokungaphathwa ngendlela nokungahlaziywa kahle kohlelo lokuhlinzekwa kosizo. Ukuze kube khona uhlelo lokuhlinzekwa kosizo olusebenza ngempumelelo nangokonga, kunconywa ukuba abaphathi besiteshi samaphoyisa saseGermiston baphoqe iqoqomthetho maqondana nokuhlinzekwa kosizo, mayelana nabasebenzi abanele kanye nokulethwa komuntu ozobhekana nezindaba zokugculiseka kwamakhasimende esikhungweni sosizo oluhlinzekwa kubantu futhi kuqale kulandelwe isu lokuqapha nokuhlaziya. / Maikemišetšo a thutelo ye ke go hlagiša ka moo badirelwa ba seteišene sa maphodisa sa Germiston ba itemogelago kabo ya ditirela go tšwa go bašomedi ba seteišeneng sa maphodisa sa tikologong ya bona le ka moo bahlankedi ba maphodiša ba bonago kabo ya ditirelo tša bona ka gona. Nyakišišo ye e nyaka go laetša bogolo bja go ba le tsebo le boitshwaro ka go SAPS. Maikemišetšo a magolo e be e le go lekola ditirelo tšeo di abilwego ke bašomedi ba SAPS. Mokgwatebelelo wa dinyakišišo ka go rerišana le banyakišišwa ore o be le kwešišo ya seo o se nyakišišago o kgethilwe ka gobane o ka fetolwa gabonolo. Dipoelo tša thutelo tlhokego ya tshedimošo ye e lekanego. Tlhaelo ye e bonagalago ya bašomedi senthareng ya go direla badirelwa e lemogilwe. Godimo ga moo, dipoela di utollotše gore go na le tshepedišo ye e fokolago ya taolo le tshekatsheko ya kabo ya ditirelo. Gore go be le tshepedišo ye e kgontšhago ya kabo ya ditirelo, go eletšwa gore bolaodi bja seteišene sa maphodisa sa Germiston bo tlaleletše maatla a melao ya kabo ya ditirelo le bokgoni bja dithuši tša batho ka godira gore go be le Modiri wa kabo ya ditirelo senthareng ya dirirelo tša badirelwa le go phethagatša maanotshepetšo a go lebeledišiša le tekolo. / Criminology and Security Science / M. A. (Criminal Justice)