Browsing by Author "Radford, J"

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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.