M.Comm. / Customer service quality is an important aspect in the process required to make an organisation successful. Research has shown that it is very expensive to acquire new customers and that the ideal is to keep existing customers, to satisfy their needs and give them value for money to ensure that they return to the organisation. Servicing existing customers will also ensure that profitability improves over time. Seven leading organisations in South Africa were selected to investigate what they define as good quality customer service. The investigation revealed that management plays an important role in creating and maintaining a culture of quality customer service. Customer contact, listening to the customer, determining what his needs and expectations are, is required to ensure that the customer is satisfied with the organisation. It is furthermore clear that the demands of customer service change over time and that organisations need to be flexible to meet these changing needs. The quality customer service was measured in Rand Air and the SERVQUAL model of Parasuraman was used as a basis. The study gives a summary of the background of the model. The model was further adjusted to be relevant to the compressor hire industry. Rand Air (Pty) Ltd was used as the basis on which to do the study, and the industry was used for comparison purposes. Rand Air's history and present position were described, as well as what Rand Air does as far as customer service is concerned. The study was done over a two year period. Certain recommendations were made as areas for improvement.

The aim of all companies is continuously to improve their products and/or services. Managers need to understand what service quality entails and what measures to take to ensure that quality is upheld and employees are satisfied. Cost-saving initiatives often require certain changes to take place within the organisation. In the event of such changes, the psychological contract is often violated, which may have a positive or negative effect on the affected individuals. Management expects to get more work done with fewer employees, who in turn are expected to keep up the service quality. The current shortage of medical technologists in the country has made it impossible for them to cope with the heavy workload. As a result, many leave the profession and venture into something completely different. Those that are left become completely demotivated; they experience less job satisfaction and show less commitment to their work. However, some may even embrace the changes because to them it may mean bigger and better challenges. The aim of this study is to identify which approaches management took to ensure cost saving and how these approaches impacted on the behaviour of employees. A literature review was conducted to determine what the theory reveals about cost saving and its impact on employee behaviour. This was followed by an empirical survey conducted within the National Health Laboratory Services in the Ibhayi region. Finally, the practical findings and literary theory were compared to make recommendations to management on how to ensure positive employee behaviour and boost employee morale.

Text in English, abstract in English and Afrikaans / Information is one of the most important resources in organizations today. The role of Marketing Information Systems (MKIS) is to facilitate the efficient and effective use of information in marketing decision-making. Service organizations are especially reliant on decision-support information, due to the complex nature of their environment. However, indications are that they are not utilizing information to their best benefit, despite the considerable advantages they might gain from it. In fact, it could be said that service organizations often seem to lack a culture of market orientation. In measuring the satisfaction with the quality of market intelligence, it becomes obvious that marketing decision-makers are generally dissatisfied with the results of MKIS. Some of the reasons are: • The 'disconnect' between information technology and marketing in organizations, which results in marketing decision-makers not getting information in the format they require, and feeling as if their requirements are not taken into account when MKIS are developed. • The lack of availability of usable customer and competitor data, which are regarded by marketing decision-makers as the most important categories of information. • The focus on generating data, but not adding value to it. Marketing decisionmakers have indicated that they require analysis, and not raw data. In order to bridge these problems, South African service organizations need to focus on the successful integration of MKIS into the organization. This requires an understanding of marketing decision-makers' requirements, closer cooperation between IT and marketing and the establishment of a culture of information sharing. / lnligting is een van die belangrikste hulpbronne van hedendaagse organisasies. Die rol van bemarkingsinligtingstelsels (BMIS) is die fasilitering van die doelmatige en effektiewe gebruik van inligting in bemarkingsbesluitneming. Diensorganisasies is veral afhanklik van besluitsondersteunende inligting, as gevolg van die komplekse aard van hulle omgewing. Tog is daar aanduidings dat hulle inligting nie tot die beste voordeel aanwend nie, ten spyte van die aansienlike voordeel wat hulle daaruit kan trek. In werklikheid kan dit gestel word dat diensorganisasies skynbaar nie 'n markgerigte kultuur het nie. In die meting van tevredenheid met die kwaliteit van markintelligensie blyk dit dat bemarkingsbesluitnemers in die algemeen ontevrede is met die resultate van BMIS. Sommige redes hiervoor: • Die gaping tussen inligtingstegnologie en bemarking in organisasies, wat daartoe lei dat bemarkingsbesluitnemers nie inligting ontvang in die formaat wat hulle vereis nie, en voel dat hulle behoeftes nie in ag geneem word wanneer BMIS ontwikkel word nie. • Die gebrek aan bruikbare inligting oor kliente en mededingers, wat deur benarkingsbesuitnemers beskou word as die belangrikste kategoriee van inligting. • Die fokus op die genereer van data, sonder om waarde daaraan toe te voeg. Bemarkingsbesluitnerners het aangedui dat hulle ontleding vereis en nie slegs 'rou' data nie. Ten einde hierdie probleme te oorbrug moet Suid-Afrikaanse diensorganisasies fokus op die suksesvolle integrasie van BMIS in die organisasie. Dit vereis begrip vir bemarkingsbesluitnemers se behoeftes, nader samewerking tussen inligtingstegnologie en bemarking en die daarstel van 'n kultuur van gedeelde inligting. / Business Management / D. Comm. (Business Management)

A thesis submitted to the Graduate School of Business Administration, University of Witwatersrand, in fulfilment of the requirements for the degree of Doctor of Philosophy Johannesburg 1991 / The purpose of this thesis were to investigate the effective strategic options aVailable to professional service orgtanizations in the face of the challenging and changing south African environment. Since these organizations are viewed as integrated archetypes of organizational form, strategy and the personal Characteristics, perceptions and values of their top management, they were researched from this perspective. The professions are also viewed as progressing along a continuum of industrialzation, as theoretically defined, and the progress of the organizations along this route was examined to establish their position as a predictor of possible future trends.A model of the effectiveness of professtional service organizations in the face of the environmental challenges is also tested. The research was conducted with the assistance of the partners and clients of 56 prominent organizations from six professions in south Africa, covering three different industrial sectors, the commercial sector, the building and construction sector and the health care sector. Theory indicated certaint possible adaptive options aVailable to organizations in general, but due to the lack of speCific theoretically researched models for professional organizations, an inductive approach was taken to the research problem. In this way, the research findings would dictate the eventual correspondence to the theory. Multiple operationalism was used as a research approach in different stages of the research process, as was triangulation of research methods to arrive at the research results. The findings indicate that there are five groups of professional organizations representing different configurations of adaptation to the South African environmental circumstances. Using the model developed in the research to measure organizational effectiveness, it was found that three of these groups appear to be effective, while the other two are less effective. Some of the attributes of these five groups were contingent on the type of industry and the type of profession. The profiles of the partners provided a particularly fertile area of theory development and a number of propositions were generated which can be tested in future research. It was concluded that an integrated typology Of five groups of strategy, organization and the profile of the top management team did exist and that three of the options proved to be more effective that the other two. Further guidelines for the management of professional organizations, included the examination of the consequences of co-operative strategies, particularly in the light of a possible increase in consolidation within the industries, are given.

Thesis is submitted in partial fulfilment for the degree of Master of Architecture (Professional) to the Faculty of Engineering and the Built Environment, School of Architecture and Planning at the University of the Witwatersrand, Johannesburg, 2017 / Every society must accommodate death. For this reason, the mortuary provides a vital service in the twenty-first century city, as it caters for the effects of unexpected death on individuals and society. In Johannesburg, South Africa, the city’s main mortuary currently functions in outdated and insufficient facilities, even though this urban centre has one of the highest death rates on the continent. An exploration of the Johannesburg Mortuary’s physical context and urban history reveals that this area remains fundamental to Johannesburg City’s health infrastructure and understanding of unnatural death. In addition, a theory study explores the influential ideas surrounding the mortuary typology at large. Here, three aspects are considered: the institutional role, the emotional role, and the spiritual role of the mortuary. Although the important medical and legal needs of state are acknowledged, this paper argues that the mortuary must also cater for the emotions of mourners and mortuary employees. In addition, the mortuary must seek to address death’s spiritual significance through an architectural expression of “liminality,” a concept that represents the transitional moment of death. Equipped with an understanding of the Johannesburg Mortuary’s physical, historic and theoretical contexts, this paper pursues an architectural response. The project’s final design represents the findings of this paper’s theory investigation, as applied to the chosen study site in Braamfontein, Johannesburg. Instead of perceiving the mortuary as an institutional barrier, the mortuary is designed as a bridge; the living are linked to the dead while they are held in a state of transition. / GR2017

Text in English, abstract in English and Afrikaans / Information is one of the most important resources in organizations today. The role of Marketing Information Systems (MKIS) is to facilitate the efficient and effective use of information in marketing decision-making. Service organizations are especially reliant on decision-support information, due to the complex nature of their environment. However, indications are that they are not utilizing information to their best benefit, despite the considerable advantages they might gain from it. In fact, it could be said that service organizations often seem to lack a culture of market orientation. In measuring the satisfaction with the quality of market intelligence, it becomes obvious that marketing decision-makers are generally dissatisfied with the results of MKIS. Some of the reasons are: • The 'disconnect' between information technology and marketing in organizations, which results in marketing decision-makers not getting information in the format they require, and feeling as if their requirements are not taken into account when MKIS are developed. • The lack of availability of usable customer and competitor data, which are regarded by marketing decision-makers as the most important categories of information. • The focus on generating data, but not adding value to it. Marketing decisionmakers have indicated that they require analysis, and not raw data. In order to bridge these problems, South African service organizations need to focus on the successful integration of MKIS into the organization. This requires an understanding of marketing decision-makers' requirements, closer cooperation between IT and marketing and the establishment of a culture of information sharing. / lnligting is een van die belangrikste hulpbronne van hedendaagse organisasies. Die rol van bemarkingsinligtingstelsels (BMIS) is die fasilitering van die doelmatige en effektiewe gebruik van inligting in bemarkingsbesluitneming. Diensorganisasies is veral afhanklik van besluitsondersteunende inligting, as gevolg van die komplekse aard van hulle omgewing. Tog is daar aanduidings dat hulle inligting nie tot die beste voordeel aanwend nie, ten spyte van die aansienlike voordeel wat hulle daaruit kan trek. In werklikheid kan dit gestel word dat diensorganisasies skynbaar nie 'n markgerigte kultuur het nie. In die meting van tevredenheid met die kwaliteit van markintelligensie blyk dit dat bemarkingsbesluitnemers in die algemeen ontevrede is met die resultate van BMIS. Sommige redes hiervoor: • Die gaping tussen inligtingstegnologie en bemarking in organisasies, wat daartoe lei dat bemarkingsbesluitnemers nie inligting ontvang in die formaat wat hulle vereis nie, en voel dat hulle behoeftes nie in ag geneem word wanneer BMIS ontwikkel word nie. • Die gebrek aan bruikbare inligting oor kliente en mededingers, wat deur benarkingsbesuitnemers beskou word as die belangrikste kategoriee van inligting. • Die fokus op die genereer van data, sonder om waarde daaraan toe te voeg. Bemarkingsbesluitnerners het aangedui dat hulle ontleding vereis en nie slegs 'rou' data nie. Ten einde hierdie probleme te oorbrug moet Suid-Afrikaanse diensorganisasies fokus op die suksesvolle integrasie van BMIS in die organisasie. Dit vereis begrip vir bemarkingsbesluitnemers se behoeftes, nader samewerking tussen inligtingstegnologie en bemarking en die daarstel van 'n kultuur van gedeelde inligting. / Business Management / D. Comm. (Business Management)

A research report submitted to the Faculty of Management, University of the Witwatersrand, in partial fulfillment of the requirements for the degree of Master of Management / In order to provide an effective legal service, all attorney must, inter alia, be an effective manager and service provider. Competencies are characteristics that are causally related to effective performance. The study investigated the managerial and service competencies which attorneys require to perform effectively. In addition, the perceived training needs of attorneys in the identified competencies were investigated. The competencies were initially identified by means of a literature review and interviews with senior members of the legal profession. The thirty-one competencies so identified formed the basis for a questionnaire which was administered to practising attorneys. The 85 respondents rated the importance of the competencies and determined the need for training in these competencies. The survey revealed that twenty-nine competencies were considered important for effective management and service provision. The competencies were ranked in order of importance. / AC 2018

South Africa's re-integration into the global economy and the international political arena has brought about an active growth of business locally and internationally. Local companies are expanding into new markets and regions which require them to follow internationally acceptable and approved waste disposal policies in their production of goods and services. To achieve compliance, it is necessary that companies have the appropriate support and backup from waste disposal companies. Also, increasing pressure from environmental groups and government agencies makes it a prerequisite that a company's waste is properly disposed of in the most efficient, lawful and economical way. This research dissertation is aimed at identifying the key factors that impact on the levels of service in the waste industry and an attempt at evaluating the effects of the service levels to determine what actions are necessary to improve the levels of service in the waste industry. As a result, this research was carried out amongst producers of waste in certain areas of KwaZulu-Natal. Various techniques were evaluated in researching how to measure service quality. The most reliable measuring instrument to gauge service quality was found to be the SERVQUAL system. This measuring instrument was evaluated and then modified to suit the particular needs of the waste industry. The SERVQUAL system is a multi-item scale for measuring consumers perceptions of service quality. A sample of 75 companies was selected and senior management was interviewed. Based on the statistical analysis, the discrepancy between service expectations and service delivery in the waste industry is wide. Urgent attention needs to be focused on service delivery, especially reliability, assurance and responsiveness by waste disposal companies. / Thesis (MBA)-University of Natal, Durban, 2003.

Managing cultural differences in today’s work environment has received the attention of researchers all over the world. What has received far less attention is the managing of the cultural differences between service provider workers and customers and how this is perceived to lead to achieving great service quality. This research project focuses on the cultural differences between culturally diverse South African service provider workers and South African customers, with some reference to international customers. The questionnaire used in this research includes questions embodying the service quality instruments developed by Parasuraman, Zeithaml, and Berry (1988) and Hofstede’s (1991) cultural dimensions. The questionnaire was completed by 81 students of the East Cape Midland College in the Nelson Mandela Metropole. A Pearson’s correlation coefficient was calculated for each service quality instrument and each cultural dimension. The resulting correlation coefficients were analysed and a positive or negative correlation between each service quality instrument and each cultural dimension is shown. The implications of each positive and negative correlation are shown and how it impacts on perceived service quality delivery. The implications for service quality management are shown, followed by recommendations for the management of a culturally diverse workforce.

Submitted in fulfillment of the requirements for a Degree of Master of Technology: Human Resource Management, Durban University of Technology, Durban, South Africa, 2016. / While research has been conducted, with regard to motivational factors impacting service delivery performance globally, not many studies have focused on public sector employees’ motivational factors and how they are perceived by the public, with specific reference to the South African public sector. Therefore, the understanding of these factors are clearly explained and clarified, in order to assist the South African public sector to improve service delivery performance across the board and to attract and retain a motivated, professional workforce. Motivational factors that influence the service delivery performance of employees include, salaries and benefits, training and development, and promotional opportunities, as well as employee recognition, job security and so on. The research sample was selected randomly, using a stratified sampling method and consisted of 100 participants, required to complete a 5-point Likert scale questionnaire in the presence of the researcher, who was present to assist in providing clarity where needed. A combined method of both quantitative and qualitative techniques was employed, while the analysis of data was done using the statistics package SPSS, version 21.0, with the results presented by figures developed in Microsoft Excel and gross tabulation tables. The findings of the study revealed that a lack of employee training and development negatively compromises quality of service delivery performance in the public sector. The study results further discovered that the absence of career development opportunities hinders the improvement of service delivery performance, as employees perceive this as an obstacle to their earning abilities in the long-term. Leadership was identified as a major factor that contributes considerably in influencing employees’ performance in the public sector. Moreover, the study’s results and literature show that the South African government has policies regulating motivational factors, for example the Performance Management System (performance appraisals), as well as the Skills Development Act 97 of 1998 (training and development). Nonetheless, public servants still exhibit signs of poor motivation. Therefore, the findings from this study can assist the public sector to enhance the motivational levels of employees, while improving public service delivery performance, as a whole. / M