Thesis (M.B.A.)--University of Hong Kong, 1998. / Includes bibliographical references (leaf 95).

Thesis (Ph. D.)--University of Hong Kong, 2006. / Title proper from title frame. Also available in printed format.

Thesis (M. DM)--Unitec New Zealand, 2006. / "Unitec New Zealand, School of Design. Dissertations and Theses ; coda 2007. Lost in the translation : the challenge of managing New Zealand's professional service organisations / Penelope Scott"--Prelim. leaf of electronic version. Author styled as Penny Scott throughout hard copy and electronic version apart from prelim. leaf. Includes bibliographical references (leaves 108-109).

Thesis (M.B.A.)--University of Hong Kong, 1998. / Includes bibliographical references (leaf 141).

M.Com. / This study originated from the thought that the principles and practices of modern marketing management can be used more effectively in the South African Railways as one of the largest public organisations in the world. The objectives of the study were an investigation into the principles and practices of modern marketing management in the service industry in general and the extent to which these principles and practices are applied in the marketing of goods services by the South African Railways. The study included a survey of the literature on the marketing of services, including some railway organisations in other countries as well as an in depth investigation of the present approach to and practice of marketing management in the South African Railways.

Wan, Chun Ying Lisa. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 84-92). / Abstracts in English and Chinese ; appendix also in Chinese. / ABSTRACT (ENGLISH) --- p.i / ABSTRACT (CHINESE) --- p.iii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vi / LIST OF FIGURES --- p.viii / Chapter CHAPTER ONE --- INTRODUCTION --- p.1 / Chapter 1.0 --- Overview --- p.1 / Chapter 1.1 --- Background --- p.1 / Chapter 1.2 --- Research Objectives --- p.4 / Chapter 1.3 --- Significance of This Thesis --- p.5 / Chapter 1.4 --- Outline of This Thesis --- p.7 / Chapter CHPATER TWO --- LITERATURE REVIEW AND MODEL DEVELOPMENT --- p.8 / Chapter 2.0 --- Overview --- p.8 / Chapter 2.1 --- Conceptual Definitions --- p.8 / Chapter 2.1.1 --- Two Types of Service Failure --- p.8 / Chapter 2.1.1.1 --- Service Quality --- p.8 / Chapter 2.1.1.2 --- Service Failure --- p.10 / Chapter 2.1.1.3 --- Exchange Resources --- p.11 / Chapter 2.1.1.4 --- Intended Contributions --- p.12 / Chapter 2.1.2 --- Personal Values --- p.13 / Chapter 2.1.2.1 --- Fate Belief --- p.14 / Chapter 2.1.2.2 --- Face Concern --- p.17 / Chapter 2.1.3 --- Dissatisfaction --- p.20 / Chapter 2.1.4 --- Dissatisfaction Responses --- p.22 / Chapter 2.1.4.1 --- Complaining and Negative Word of Mouth --- p.22 / Chapter 2.1.4.2 --- Tipping Behavior --- p.23 / Chapter 2.2 --- Hypotheses --- p.26 / Chapter 2.2.1 --- Impacts of Fate Belief and Face Concern on Dissatisfaction --- p.27 / Chapter 2.2.2 --- Impacts of Fate Belief and Face Concern on Dissatisfaction Responses --- p.31 / Chapter CHAPTER THREE --- RESEARCH METHODOLOGY --- p.34 / Chapter 3.0 --- Overview --- p.34 / Chapter 3.1 --- Research Design --- p.34 / Chapter 3.2 --- Pretest --- p.36 / Chapter 3.2.1 --- Participants --- p.36 / Chapter 3.2.2 --- Design --- p.36 / Chapter 3.2.3 --- Materials --- p.37 / Chapter 3.2.3.1 --- Scenarios Development --- p.37 / Chapter 3.2.3.2 --- Fate belief and Face Concern Scales --- p.38 / Chapter 3.2.3.3 --- Manipulation Check Items --- p.38 / Chapter 3.2.3.4 --- Dependent Measures --- p.39 / Chapter 3.2.4 --- Procedures --- p.39 / Chapter 3.2.5 --- Results --- p.40 / Chapter 3.3 --- The Main Study --- p.42 / Chapter 3.3.1 --- Participants --- p.42 / Chapter 3.3.2 --- Design --- p.43 / Chapter 3.3.3 --- Materials --- p.43 / Chapter 3.3.3.1 --- Scenarios --- p.43 / Chapter 3.3.3.2 --- Fate Belief and Face Concern Scales --- p.45 / Chapter 3.3.3.3 --- Manipulation Check Items --- p.45 / Chapter 3.3.3.4 --- Dependent Measures --- p.45 / Chapter 3.3.4 --- Procedures --- p.46 / Chapter CHAPTER FOUR --- RESULTS AND DISCUSSION --- p.49 / Chapter 4.0 --- Overview --- p.49 / Chapter 4.1 --- Manipulation Checks --- p.49 / Chapter 4.2 --- Reliability and Validity of Scales --- p.50 / Chapter 4.2.1 --- Reliability Analysis --- p.50 / Chapter 4.2.2 --- Factor Analysis --- p.51 / Chapter 4.3 --- Classification of Fate Belief and Face Concern --- p.52 / Chapter 4.4 --- Hypotheses Testing --- p.56 / Chapter 4.4.1 --- The Impacts of Fate Belief and Face Concern on Customer Dissatisfaction --- p.57 / Chapter 4.4.2 --- The Impacts of Fate Belief and Face Concern on Dissatisfaction Responses --- p.65 / Chapter 4.5 --- Other Findings --- p.69 / Chapter 4.6 --- Discussion --- p.71 / Chapter CHAPTER FIVE --- CONCLUSION --- p.73 / Chapter 5.0 --- Overview --- p.73 / Chapter 5.1 --- Contributions --- p.73 / Chapter 5.1.1 --- Theoretical Contributions --- p.73 / Chapter 5.1.2 --- Managerial Contributions --- p.74 / Chapter 5.2 --- Limitations --- p.76 / Chapter 5.3 --- Future Research Directions --- p.77 / Chapter 5.4 --- Conclusion --- p.80 / APPENDIX I PRETEST SCENARIOS --- p.81 / APPENDIX II BOOKLETS --- p.83 / REFERENCE --- p.84

The structural change in the United States economy represented by the growth of the service sector has received a great deal of discussion and analysis in recent years. The purpose of this study is to identify the factors that have determined the growth of the separate service sectors (namely distributive, personal, social, and business) from 1960 to 1980 in the regional economy of California. The research addresses many issues. First, a general discussion is presented of the structural change in the United States economy toward a growing service sector. An obvious indicator of this change is the disproportionately higher rate of employment growth in the service industries as compared to the goods producing sectors. Second, it is pointed out that the current structural shift toward service affects the regional economy in shifting the labor force toward a service-oriented economy. Establishing the basic facts of this change, the research investigates the role of the four service industries in the region of California. This is carried out by analyzing the market and industrial factors thought to be the determinants of this growth and the causes of decentralization within the metropolitan areas in California. The empirical findings offer some answers to question of cause for employment changes in the service industries in the regional economy. The most important is that the growth of employment in the four service industries is not brought about by a single factor. Rather, growth is attributable to a combination of market and industrial variables, and the relative strength of the variables differs among the different service industries. The research also presents findings about the relationships among the service industries in terms of the employment changes in them. In general the research provides a contribution to future discussions of the service industries in the metropolitan labor market of the regional economy, and of the nature of regional occupational growth arising out of the structural change described.

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

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

No description available.