Thesis (Ph. D.)--University of Washington, 2005. / Vita. Includes bibliographical references (leaves 226-237).

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

Shu Yin Man. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (leaves 70-75). / Abstracts in English and Chinese. / ACKNOWLEDGEMENTS / ABSTRACT / LIST OF ILLUSTRATIONS / LIST OF TABLES / Chapter CHAPTER I --- INTRODUCTION / Chapter 1.0 --- Overview --- p.1 / Chapter 1.1 --- Background --- p.1 / Chapter 1.2 --- The Research Objective --- p.4 / Chapter 1.3 --- The Conceptual Model --- p.4 / Chapter 1.4 --- Significance of This Study --- p.5 / Chapter 1.5 --- Outline of This Paper --- p.7 / Chapter CHAPTER II --- REVIEW OF THE LITERATURE / Chapter 2.0 --- Overview --- p.8 / Chapter 2.1 --- Review of Relevant Past Studies --- p.8 / Chapter 2.2 --- The Conceptual Framework --- p.9 / Chapter 2.2.1 --- The more contemporary view of attitude model --- p.9 / Chapter 2.2.2 --- Rational appeals for reducing risk that consumers perceive --- p.12 / Chapter 2.2.3 --- Emotional appeals for changing consumer's feelings towards an attitude object --- p.14 / Chapter 2.3 --- The Conceptual Model --- p.15 / Chapter 2.4 --- The Causal Relations Among Constructs and Hypothesis --- p.18 / Chapter 2.4.1 --- "The Causal Relations between Information, Feelings and Beliefs" --- p.18 / Chapter 2.4.2 --- "The Causal Relations between Feelings, Beliefs and Attitude towards the service performed by disabled service staff" --- p.20 / Chapter 2.4.3 --- The Causal Relations between Attitude towards the service performed by disabled service staff and the Intention to use such service --- p.22 / Chapter 2.4.4 --- The moderating effect of types of Job --- p.23 / Chapter 2.5 --- Summary --- p.25 / Chapter CHAPTER III --- RESEARCH DESIGN AND METHODOLOGY / Chapter 3.0 --- Overview --- p.26 / Chapter 3.1 --- The Research Design --- p.26 / Chapter 3.2 --- The Sample and Sampling Procedure --- p.27 / Chapter 3.3 --- Data Collection Procedures --- p.28 / Chapter 3.4 --- Manipulations --- p.30 / Chapter 3.5 --- Operationalization of Constructs --- p.31 / Chapter 3.6 --- Data Analysis --- p.34 / Chapter 3.6.1 --- Manipulation Checks --- p.34 / Chapter 3.6.2 --- MANOVA analysis --- p.35 / Chapter 3.6.3 --- MANOVA by Structural Equation Modeling --- p.36 / Chapter 3.7 --- Research Activities --- p.37 / Chapter 3.7.1 --- Focus Group Interview --- p.37 / Chapter 3.7.2 --- Pretest --- p.38 / Chapter 3.7.3 --- The Main Study --- p.39 / Chapter 3.8 --- Summary --- p.39 / Chapter CHAPTER IV --- ANALYSIS AND RESULTS / Chapter 4.0 --- Overview --- p.40 / Chapter 4.1 --- Manipulation Checks --- p.40 / Chapter 4.2 --- MANOVA analysis --- p.41 / Chapter 4.3 --- MANOVA by Structural Equation Modeling --- p.46 / Chapter 4.3.1 --- The Original Conceptual Model --- p.46 / Chapter 4.3.2 --- Structural Equation Model Results --- p.49 / Chapter 4.3.3 --- The Modified Conceptual Model --- p.51 / Chapter 4.3.4 --- Structural Equation Model Results --- p.54 / Chapter 4.4 --- Discussion --- p.59 / Chapter 4.5 --- Summary --- p.60 / Chapter CHAPTER V --- CONCLUSION / Chapter 5.0 --- Overview --- p.61 / Chapter 5.1 --- Summary of the Research --- p.61 / Chapter 5.2 --- Contributions of the Study --- p.62 / Chapter 5.2.1 --- Theoretical Contributions --- p.62 / Chapter 5.2.2 --- Managerial Implications --- p.64 / Chapter 5.3 --- Limitations of the Study --- p.66 / Chapter 5.4 --- Directions for Future Research --- p.67 / Chapter 5.5 --- Summary --- p.68 / REFERENCE(S) --- p.70 / APPENDIX(ES) --- p.76

Thesis (Ph. D.)--Florida State University, 2004. / Advisor: Dr. Gerald R. Ferris, Florida State University, College of Business, Dept. of Management. Title and description from dissertation home page (Jan. 13, 2005). Includes bibliographical references.

The Fairfax County Public Schools and neighboring business/industry have perhaps one of the oldest and most satisfactory school/business partnerships in Virginia. A case study was made of the Fairfax County Public Schools School/Business Partnership to identify factors that make a partnership work and to provide information to assist a school system or business/industry interested in the establishment of a partnership. The population for this case study research was made up of school system and business/industry persons who had first-hand knowledge of the partnership. To begin the study a document search of the files and program was made. This document search resulted in a set of interview schedules which were then administered to the stakeholders. Data resulting from these schedules were coded and reported in narrative form. Results indicated that commitment from top level management from both the school system and business/industry to the partnership, a project of major proportion, and a program designed in a way to permit mutual pursuit of the goals of the partners are important if the partnership is to work. / Ed. D.

This paper is to evaluate the sales program at Arrowhead Credit Union, and make recommendations for enhancing and improving it. This paper provide guidance and direction to assist the Arrowhead Credit Unions transition to a sales focused organization.

published_or_final_version / abstract / Sociology / Master / Master of Philosophy

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