Value disciplines: measuring customer preferences.

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dc.contributor.author Dannhauser, Z.
dc.contributor.author Roodt, G.
dc.date.accessioned 2008-10-08T07:30:35Z
dc.date.available 2008-10-08T07:30:35Z
dc.date.issued 2001
dc.identifier.citation 27(1), 8-16. en
dc.identifier.uri http://hdl.handle.net/10210/1054
dc.description.abstract According to the World Competitiveness Report: 1999, South Africa ranks poorly in terms of delivering customer services (Garelli, 1999). In order to assist South African organisations to identify their customers' value preferences, three scales collectively called the Customer Preference Questionnaire (CPQ) were developed. The purpose was to assess the three value disciplines as conceptualised by Treacy and Wiersema (1993; 1995a; 1995b) by empirically evaluating the CPQ and determining the psychometrical properties of the various identified scales. A combined sample (N = 436), consisting of undergraduate (N = 281) and post-graduate (N = 155) students in the field of human resource management, were asked to assess the university from a customer's point of view. All three scales were subjected to factor analysis and iterative item analysis. The three scales yielded acceptable alpha coefficients, indicating that customers' preferences could be measured reliably. The implications of these findings are discussed. en
dc.language.iso en en
dc.publisher SA Journal of Industrial Psychology en
dc.rights Complies with the rights as specified by the publisher: http://www.sajip.co.za/ & Copyright University of Johannesburg en
dc.subject Customer services en
dc.subject Psychometrical properties en
dc.title Value disciplines: measuring customer preferences. en
dc.type Article en

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    Collection of Articles generated by the Department of Human Resource Management

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