Browsing by Author "Govender, Krishna K"

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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.