Managing service quality by managing the service encounter : the effects of organizational socialization strategies

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.

Grantor dc:publisher.institution

Marketing

Year dc:date.issued

1998

Author dc:creator

• Govender, Krishna K

Advisors dc:contributor.advisor

• Brice, H
• Radford, E J

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/11427/9574

OAI identifier oai:identifier

oai:open.uct.ac.za:11427/9574