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

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...

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Bibliographic Details
Main Author:	Govender, Krishna K
Other Authors:	Brice, H
Format:	Doctoral Thesis
Language:	English
Published:	University of Cape Town 2014
Subjects:	Faculty of Commerce
Online Access:	http://hdl.handle.net/11427/5817

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spelling	ndltd-netd.ac.za-oai-union.ndltd.org-uct-oai-localhost-11427-58172020-07-22T05:07:52Z 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 University of Cape Town Faculty of Commerce Marketing
collection	NDLTD
language	English
format	Doctoral Thesis
sources	NDLTD
topic	Faculty of Commerce
spellingShingle	Faculty of Commerce Govender, Krishna K Managing service quality by managing the service encounter : a case study of commercial banks in South Africa
description	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.
author2	Brice, H
author_facet	Brice, H Govender, Krishna K
author	Govender, Krishna K
author_sort	Govender, Krishna K
title	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_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_sort	managing service quality by managing the service encounter : a case study of commercial banks in south africa
publisher	University of Cape Town
publishDate	2014
url	http://hdl.handle.net/11427/5817
work_keys_str_mv	AT govenderkrishnak managingservicequalitybymanagingtheserviceencounteracasestudyofcommercialbanksinsouthafrica
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Managing service quality by managing the service encounter : a case study of commercial banks in South Africa

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