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

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dc.contributor.advisorBrice, Hen_ZA
dc.contributor.advisorRadford, E Jen_ZA
dc.contributor.authorGovender, Krishna Ken_ZA
dc.date.accessioned2014-11-11T20:14:43Z
dc.date.available2014-11-11T20:14:43Z
dc.date.issued1998en_ZA
dc.descriptionBibliography: leaves 169-194.en_ZA
dc.description.abstractThis 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.en_ZA
dc.identifier.apacitationGovender, K. K. (1998). <i>Managing service quality by managing the service encounter : the effects of organizational socialization strategies</i>. (Thesis). University of Cape Town ,Faculty of Commerce ,Marketing. Retrieved from http://hdl.handle.net/11427/9574en_ZA
dc.identifier.chicagocitationGovender, Krishna K. <i>"Managing service quality by managing the service encounter : the effects of organizational socialization strategies."</i> Thesis., University of Cape Town ,Faculty of Commerce ,Marketing, 1998. http://hdl.handle.net/11427/9574en_ZA
dc.identifier.citationGovender, K. 1998. Managing service quality by managing the service encounter : the effects of organizational socialization strategies. University of Cape Town.en_ZA
dc.identifier.ris TY - Thesis / Dissertation AU - Govender, Krishna K AB - 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. DA - 1998 DB - OpenUCT DP - University of Cape Town LK - https://open.uct.ac.za PB - University of Cape Town PY - 1998 T1 - Managing service quality by managing the service encounter : the effects of organizational socialization strategies TI - Managing service quality by managing the service encounter : the effects of organizational socialization strategies UR - http://hdl.handle.net/11427/9574 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11427/9574
dc.identifier.vancouvercitationGovender KK. Managing service quality by managing the service encounter : the effects of organizational socialization strategies. [Thesis]. University of Cape Town ,Faculty of Commerce ,Marketing, 1998 [cited yyyy month dd]. Available from: http://hdl.handle.net/11427/9574en_ZA
dc.language.isoengen_ZA
dc.publisher.departmentMarketingen_ZA
dc.publisher.facultyFaculty of Commerceen_ZA
dc.publisher.institutionUniversity of Cape Town
dc.subject.otherFaculty of Commerceen_ZA
dc.titleManaging service quality by managing the service encounter : the effects of organizational socialization strategiesen_ZA
dc.typeDoctoral Thesis
dc.type.qualificationlevelDoctoral
dc.type.qualificationnamePhDen_ZA
uct.type.filetypeText
uct.type.filetypeImage
uct.type.publicationResearchen_ZA
uct.type.resourceThesisen_ZA
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