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The expectations of corporate customers with regards to information technology recruitment for service delivery

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dc.contributor.advisor Dr. A. Drotskie en_US
dc.contributor.author Swanepoel, Albertha Elizabeth
dc.date.accessioned 2012-06-05T07:20:45Z
dc.date.available 2012-06-05T07:20:45Z
dc.date.issued 2012-06-05
dc.date.submitted 2011-05-24
dc.identifier.uri http://hdl.handle.net/10210/4854
dc.description M.Comm. en_US
dc.description.abstract The purpose of this research is to establish the expectations of Blue Chip customers in the South African market when engaging with information technology service providers (ISPs). The research furthermore describes how such expectations differ compared to the expectations customers have when engaging with recruitment service providers (RSPs) to provide IT resources for a fixed term period. The research describes perceived customer expectations by drawing from the limited research available. The presentation and discussion of an expectation framework allows for a meaningful interpretation of the research conducted. The research conducted in this dissertation is qualitative and consists of in-depth interviews with selected Blue Chip customers. Much can be done in order to achieve customer satisfaction at each service encounter of the service delivery process. The findings from the research describes important aspects in the service delivery process such as what are the driving factors when engaging with external resource suppliers, what evaluation criteria is utilized when selecting ISP‟s and what is expected from the resourcing account manager. An interpretation of the findings indicates important differences in the service provided by ISPs in comparison to the service provided by RSPs. The findings point out that such differences relate to resource management, relationship management and ultimately the skills and characteristics of the resourcing account manager. The research also indicates how successful relationship management and service delivery may be achieved by managing the expectations identified. The research offers recommendations to improve service provision in the IT resourcing industry and present considerations for customers to ensure a successful service delivery process. The dissertation concludes with suggestions for further research. en_US
dc.language.iso en en_US
dc.subject Information technology service providers en_US
dc.subject Recruitment agencies en_US
dc.subject Employers expectations en_US
dc.subject Blue chip companies en_US
dc.subject Information technology recruitment en_US
dc.title The expectations of corporate customers with regards to information technology recruitment for service delivery en_US
dc.type Mini-Dissertation en_US

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