Factors influencing a customer-service culture in a higher education environment.

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dc.contributor.author Liebenberg, J.
dc.contributor.author Barnes, N.
dc.date.accessioned 2009-07-30T08:57:20Z
dc.date.available 2009-07-30T08:57:20Z
dc.date.issued 2004
dc.identifier.citation 2(2), 1-10. en
dc.identifier.uri http://hdl.handle.net/10210/2881
dc.description.abstract The higher education environment is experiencing significant changes, and the focus is moving to competitiveness and customer care. The role of organisational culture and job satisfaction in the delivery of quality customer service was investigated in this study. The indications are that a relationship should exist between organisational culture and learner satisfaction, but it transpired that the relationship between staff members’ job satisfaction and learner satisfaction was not significant. An evaluation of a proposed learner-satisfaction model revealed interesting dynamics influencing relationships between the core dimensions studied. en
dc.language.iso en en
dc.publisher SA Journal of Human Resource Management en
dc.rights Complies with the rights as specified by the publisher: http://sajhrm.co.za/ & Copyright University of Johannesburg en
dc.subject Higher education environment en
dc.subject Customer care en
dc.subject Organisational culture en
dc.subject Job satisfaction en
dc.subject Customer service en
dc.subject Learner-satisfaction en
dc.title Factors influencing a customer-service culture in a higher education environment. en
dc.type Article en

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