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Managing service quality by managing the service encounter : the effects of organizational socialization strategies
Bibliography: leaves 169-194.
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| Main Author: | |
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| Other Authors: | |
| Format: | Thesis |
| Language: | English |
| Published: |
Marketing
2014
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| _version_ | 1867613197333168128 |
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| 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: leaves 169-194. |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/9574 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:32:18.917Z |
| 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:11427/9574 Managing service quality by managing the service encounter : the effects of organizational socialization strategies Govender, Krishna K Brice, H Radford, E J Faculty of Commerce Bibliography: leaves 169-194. 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. 2014-11-11T20:14:43Z 2014-11-11T20:14:43Z 1998 Doctoral Thesis Doctoral PhD http://hdl.handle.net/11427/9574 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 : the effects of organizational socialization strategies |
| thesis_degree_str | Doctoral |
| title | Managing service quality by managing the service encounter : the effects of organizational socialization strategies |
| title_full | Managing service quality by managing the service encounter : the effects of organizational socialization strategies |
| title_fullStr | Managing service quality by managing the service encounter : the effects of organizational socialization strategies |
| title_full_unstemmed | Managing service quality by managing the service encounter : the effects of organizational socialization strategies |
| title_short | Managing service quality by managing the service encounter : the effects of organizational socialization strategies |
| title_sort | managing service quality by managing the service encounter the effects of organizational socialization strategies |
| topic | Faculty of Commerce |
| url | http://hdl.handle.net/11427/9574 |
| work_keys_str_mv | AT govenderkrishnak managingservicequalitybymanagingtheserviceencountertheeffectsoforganizationalsocializationstrategies |