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Managing service quality by managing the service encounter : a case study of commercial banks in South Africa
Bibliography: p. 167-193.
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| Main Author: | |
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| Other Authors: | |
| Format: | Thesis |
| Language: | English |
| Published: |
Marketing
2014
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| _version_ | 1867613320288141312 |
|---|---|
| access_status_str | Open Access |
| author | Govender, Krishna K |
| author2 | Brice, H |
| author_browse | Brice, H Govender, Krishna K |
| author_facet | Brice, H Govender, Krishna K |
| author_sort | Govender, Krishna K |
| collection | Thesis |
| description | Bibliography: p. 167-193. |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/5817 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:34:14.045Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2014 |
| publishDateRange | 2014 |
| publishDateSort | 2014 |
| publisher | Marketing |
| publisherStr | Marketing |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/5817 Managing service quality by managing the service encounter : a case study of commercial banks in South Africa Govender, Krishna K Brice, H Radford, J Faculty of Commerce Bibliography: p. 167-193. 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. 2014-07-31T12:30:49Z 2014-07-31T12:30:49Z 2001 Doctoral Thesis Doctoral PhD http://hdl.handle.net/11427/5817 eng application/pdf Marketing Faculty of Commerce University of Cape Town |
| spellingShingle | Faculty of Commerce Govender, Krishna K Managing service quality by managing the service encounter : a case study of commercial banks in South Africa |
| thesis_degree_str | Doctoral |
| title | Managing service quality by managing the service encounter : a case study of commercial banks in South Africa |
| title_full | Managing service quality by managing the service encounter : a case study of commercial banks in South Africa |
| title_fullStr | Managing service quality by managing the service encounter : a case study of commercial banks in South Africa |
| title_full_unstemmed | Managing service quality by managing the service encounter : a case study of commercial banks in South Africa |
| title_short | Managing service quality by managing the service encounter : a case study of commercial banks in South Africa |
| title_sort | managing service quality by managing the service encounter a case study of commercial banks in south africa |
| topic | Faculty of Commerce |
| url | http://hdl.handle.net/11427/5817 |
| work_keys_str_mv | AT govenderkrishnak managingservicequalitybymanagingtheserviceencounteracasestudyofcommercialbanksinsouthafrica |