Employees' social construction of client service

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dc.contributor.author Schwartz, Gerrit Jacobs
dc.date.accessioned 2008-06-26T08:57:30Z
dc.date.available 2008-06-26T08:57:30Z
dc.date.issued 2008-06-26T08:57:30Z
dc.identifier.uri http://hdl.handle.net/10210/735
dc.description.abstract The social construction of client service impacts on the everyday lives of all community members. This qualitative study was conducted to establish how frontline employees construct their client service in the police environment. Front-line employees, such as police officers and civilians working for the police, were interviewed in seven focus group discussions, and afterwards during in-depth interviews on a one-on-one basis. Data was also collected by studying unsolicited organisational documents such as policies and internal correspondence. I contributed by writing an essay on my personal experiences while working for the police service. Grounded theory was applied to analyse data through open, axial and selective coding. Twenty-one themes emerged from the data during open coding. Data was put back together again to find alternative links in the data. Eight main themes that could be tied to "dissatisfaction in the organisation" emerged from the data by applying this axial-coding process. Finding the single story line that could drape all themes saw the emergence of the core category. This process of selective coding identified the core category as being "dissatisfaction with internal processes in the organisation". A literature review covered topics such as motivation, commitment, policy, organisational culture, resistance to change and willingness. This process facilitated the development of my version or interpretation of a Process Satisfaction Model (PSM) which has been explicated in terms of the conditional matrix. The "goodness" of the study was evaluated in terms of reflexivity, peer debriefing, audit trail, credibility and dependability, authenticity, transferability and member checking. The main contribution of the study is to the social science in terms of theory and methodology and organisational human resource and management practice. Practical value was added to mainly policy formulation, implementation and accountability and education, training and development (ETD) practice. The study was concluded by reflecting on the researcher’s experience of the study during the course of the research. en
dc.description.sponsorship Prof. Willem J. Schurink Prof. Karel Stanz en
dc.language.iso en en
dc.subject South African Police Service en
dc.subject Police customer services en
dc.title Employees' social construction of client service en
dc.type Thesis en

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