Internal service quality enhancement for external appeal : a South African perspective

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dc.contributor.author Fletcher, M.
dc.date.accessioned 2008-08-29T09:00:40Z
dc.date.available 2008-08-29T09:00:40Z
dc.date.issued 1999-03
dc.description.abstract The main problems in service quality programmes seem to stem from methods and strategies used rather than actual service quality improvement itself. The present study is based on a questionnaire survey of organisations that had in fact implemented a service quality strategy. Several organisations studied here, indicated that the implementation of these programmes without measuring results, ended up wasting resources on non-value adding uses. This can be partly attributed to the complexity of available software. Another problem arises because organisations fail to understand the dynamics of change. Service quality was thus seen as a quick fix, treating symptoms instead of underlying problems. This study concludes that organisations should implement such strategies not only with commitment but correct and with relevant information and knowledge. en
dc.format.extent 2987394 bytes
dc.format.mimetype application/pdf
dc.identifier.citation Fletcher, M 1999, 'Internal service quality enhancement for external appeal: a South African perspective', South African Journal of Economic and Management Sciences, vol. 2, no. 1, pp. 93-114. [http://www.journals.co.za/ej/ejour_ecoman.html] en
dc.identifier.issn 1015-8812
dc.identifier.uri http://hdl.handle.net/2263/6779
dc.language.iso en en
dc.publisher Faculty of Economic and Management Sciences, University of Pretoria en
dc.rights Faculty of Economic and Management Sciences, University of Pretoria en
dc.subject Strategies en
dc.subject Service quality programmes en
dc.subject Problems en
dc.subject Dynamics of change en
dc.subject Management en
dc.subject Economics en
dc.subject.lcsh Customer services -- South Africa en
dc.subject.lcsh Consumer satisfaction -- South Africa en
dc.subject.lcsh Organizational change -- South Africa en
dc.title Internal service quality enhancement for external appeal : a South African perspective en
dc.type Article en


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