Enhancing Service Production And Service Quality

Enhancing Service Production And Service Quality

This article sheds light on a possible strategy to enhance service production and service quality by reporting on an exploratory mail survey conducted among a sample of 1000 commercial bank customers. It became apparent that by using formal and informal strategies to socialize their customers, servi...

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Bibliographic Details
Main Author: Krishna Govender
Format: Article
Language:English
Published: AOSIS 2002-09-01
Series:SA Journal of Industrial Psychology
Online Access:https://sajip.co.za/index.php/sajip/article/view/36
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spelling doaj-be17d52aa5ad4927a4e5e17b0b950e0e2020-11-24T23:03:49ZengAOSISSA Journal of Industrial Psychology0258-52002071-07632002-09-0128110.4102/sajip.v28i1.3635Enhancing Service Production And Service QualityKrishna Govender0Technikon WitwatersrandThis article sheds light on a possible strategy to enhance service production and service quality by reporting on an exploratory mail survey conducted among a sample of 1000 commercial bank customers. It became apparent that by using formal and informal strategies to socialize their customers, service providers could positively influence their customers’perception of service quality. Opsomming Hierdie artikel werp lig op’n moontlike strategie om diensproduksie en -kwaliteit te bevorder deur die rapportering van’n eksploratiewe pos-opname onder ’n steekproef van 1000 handelsbankkliente. Dit het duidelik geword deur die gebruik van formele en informele strategiee«om kliente te sosialiseer dat diensverskaffers hulle kliente se persepsie van dienskwaliteit positief kon beinvloed.https://sajip.co.za/index.php/sajip/article/view/36
collection DOAJ
language English
format Article
sources DOAJ
author Krishna Govender
spellingShingle Krishna Govender
Enhancing Service Production And Service Quality
SA Journal of Industrial Psychology
author_facet Krishna Govender
author_sort Krishna Govender
title Enhancing Service Production And Service Quality
title_short Enhancing Service Production And Service Quality
title_full Enhancing Service Production And Service Quality
title_fullStr Enhancing Service Production And Service Quality
title_full_unstemmed Enhancing Service Production And Service Quality
title_sort enhancing service production and service quality
publisher AOSIS
series SA Journal of Industrial Psychology
issn 0258-5200
2071-0763
publishDate 2002-09-01
description This article sheds light on a possible strategy to enhance service production and service quality by reporting on an exploratory mail survey conducted among a sample of 1000 commercial bank customers. It became apparent that by using formal and informal strategies to socialize their customers, service providers could positively influence their customers’perception of service quality. Opsomming Hierdie artikel werp lig op’n moontlike strategie om diensproduksie en -kwaliteit te bevorder deur die rapportering van’n eksploratiewe pos-opname onder ’n steekproef van 1000 handelsbankkliente. Dit het duidelik geword deur die gebruik van formele en informele strategiee«om kliente te sosialiseer dat diensverskaffers hulle kliente se persepsie van dienskwaliteit positief kon beinvloed.
url https://sajip.co.za/index.php/sajip/article/view/36
work_keys_str_mv AT krishnagovender enhancingserviceproductionandservicequality
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