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

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.

Grantor dc:publisher.institution

Marketing

Year dc:date.issued

2001

Author dc:creator

• Govender, Krishna K

Advisors dc:contributor.advisor

• Brice, H
• Radford, J

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/11427/5817

OAI identifier oai:identifier

oai:open.uct.ac.za:11427/5817