Managing service quality by managing the service encounter : a case study of commercial banks in South Africa

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dc.contributor.advisorBrice, Hen_ZA
dc.contributor.advisorRadford, Jen_ZA
dc.contributor.authorGovender, Krishna Ken_ZA
dc.date.accessioned2014-07-31T12:30:49Z
dc.date.available2014-07-31T12:30:49Z
dc.date.issued2001en_ZA
dc.descriptionBibliography: p. 167-193.
dc.description.abstractThis 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.en_ZA
dc.identifier.apacitationGovender, K. K. (2001). <i>Managing service quality by managing the service encounter : a case study of commercial banks in South Africa</i>. (Thesis). University of Cape Town ,Faculty of Commerce ,Marketing. Retrieved from http://hdl.handle.net/11427/5817en_ZA
dc.identifier.chicagocitationGovender, Krishna K. <i>"Managing service quality by managing the service encounter : a case study of commercial banks in South Africa."</i> Thesis., University of Cape Town ,Faculty of Commerce ,Marketing, 2001. http://hdl.handle.net/11427/5817en_ZA
dc.identifier.citationGovender, K. 2001. Managing service quality by managing the service encounter : a case study of commercial banks in South Africa. University of Cape Town.en_ZA
dc.identifier.ris TY - Thesis / Dissertation AU - Govender, Krishna K AB - 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. DA - 2001 DB - OpenUCT DP - University of Cape Town LK - https://open.uct.ac.za PB - University of Cape Town PY - 2001 T1 - Managing service quality by managing the service encounter : a case study of commercial banks in South Africa TI - Managing service quality by managing the service encounter : a case study of commercial banks in South Africa UR - http://hdl.handle.net/11427/5817 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11427/5817
dc.identifier.vancouvercitationGovender KK. Managing service quality by managing the service encounter : a case study of commercial banks in South Africa. [Thesis]. University of Cape Town ,Faculty of Commerce ,Marketing, 2001 [cited yyyy month dd]. Available from: http://hdl.handle.net/11427/5817en_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 : a case study of commercial banks in South Africaen_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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