The evaluation of client service provided by the human resource division of a national service organisation

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dc.contributor.author Brand, H.E. (Heinrich Everhardus)
dc.contributor.author Joubert, N.
dc.date.accessioned 2008-09-04T07:30:57Z
dc.date.available 2008-09-04T07:30:57Z
dc.date.issued 1999-06
dc.description.abstract The aim of this study is to evaluate the quality of internal client service of the human resource division of a national service organisation. Two studies were in fact conducted, one involving 388 clients of the relevant division, and the other 99 human resource practitioners in the same division. Separate questionnaires were completed in the two samples. Results show that communication with clients, service provision and quality and competency of the human resource personnel are important problems to be addressed by management. The implementation of an achievement acknowledgement system, the re-evaluation of the divisional structure and functioning, and upgrading service provision skills could also assist the division in improving its client service competency. en
dc.format.extent 774534 bytes
dc.format.mimetype application/pdf
dc.identifier.citation Brand, HE & Joubert, N 1999, 'The evaluation of client service provided by the human resource division of a national service organisation', South African Journal of Economic and Management Sciences, vol. 2, no. 2, pp. 258-268. [http://www.journals.co.za/ej/ejour_ecoman.html] en
dc.identifier.issn 1015-8812
dc.identifier.uri http://hdl.handle.net/2263/6907
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 Upgrading en
dc.subject Service quality en
dc.subject Service provision en
dc.subject National service organisations en
dc.subject Internal clients en
dc.subject Human resource divisions en
dc.subject Competence en
dc.subject Client services en
dc.subject Achievement acknowledgement systems en
dc.subject Companies en
dc.subject Communication en
dc.subject.lcsh Customer services en
dc.subject.lcsh Communication in personnel management en
dc.subject.lcsh Communication in organizations en
dc.subject.lcsh Personnel management en
dc.title The evaluation of client service provided by the human resource division of a national service organisation en
dc.type Article en


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