Managing service quality by managing the service encounter : the effects of organizational socialization strategies

Govender, Krishna K

Managing service quality by managing the service encounter : the effects of organizational socialization strategies

Doctoral Thesis

1998

Publisher

University of Cape Town

Department

Marketing

Faculty

Faculty of Commerce

Abstract

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.

Description

Bibliography: leaves 169-194.

Keywords

Faculty of Commerce

Reference:

Collections

PhD / Doctoral

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