Browsing by Author "Brice, H"

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    A study of the evaluation of advertising message effectiveness with particular reference to the life assurance industry in South Africa
    (1979) Wigram, Nigel Francis; Brice, H
    [ page 3-5, 3-8, A7-11, 2 missing] This thesis presents a method of gauging advertising effectiveness through the measurement of changes in purchasing patterns caused by the controlled exposure to advertisements. The concept is not entirely new, but it is thought that this is the first time that a practical system has been designed and tested. Certainly it is new to the insurance industry in South Africa. In order to provide a framework within which to measure advertising effectiveness, the thesis proposes certain models of the way in which advertising works for the insurance industry. Although these models provide the basis for the empirical studies, they are not essential to the proposed methodology. Advertising effectiveness can, however, only be measured against agreed objectives and implies a defined scale of values. Those objectives and, values must in their turn be absolutely relevant to the true purpose of the advertisement. It is suggested that in certain other measurement systems relevance is forced to yield to expediency. Essentially the method requires that advertising messages are dispatched by direct mail to random samples drawn from a list which effectively represents the total universe of the target market.
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    Managing service quality by managing the service encounter : a case study of commercial banks in South Africa
    (2001) Govender, Krishna K; Brice, H; Radford, J
    This research examined the influence of two socialization strategies, namely Formal and Informal, on the participants in the service encounter; more specifically on service quality. A mail survey by means of self administered questionnaires was conducted among a matched sample of 210 front-line employees and 1050 customers in three major commercial banks with national branch networks in South Africa.
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    Managing service quality by managing the service encounter : the effects of organizational socialization strategies
    (1998) Govender, Krishna K; Brice, H; Radford, E J
    This research was undertaken primarily to develop a conceptual model of service quality showing the Organizational Socialization-Service Quality linkage. Two organizational socialization strategies, namely, Formal and Informal socialization were conceptualized to influence the participants in the service encounter (the service customer and service employee), and the customers' perception of service quality. Since the literature suggested that a number of variables mediate or intervene in the organizational socialization-service quality linkage, the following variables were also included in the conceptual model, namely, organizational climate, role ambiguity and role conflict.