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- Management Dynamics : Journal of the Southern African Institute for Management Scientists
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- Volume 11, Issue 3, 2002
Management Dynamics : Journal of the Southern African Institute for Management Scientists - Volume 11, Issue 3, 2002
Volume 11, Issue 3, 2002
An empirical assessment of the relationships between service quality, satisfaction and value : a tourism studySource: Management Dynamics : Journal of the Southern African Institute for Management Scientists 11, pp 2 –16 (2002)More Less
This study considers the interplay between customer satisfaction, service quality and value in a tourism environment. The basic point of departure is that the business of marketing is still customer satisfaction, and that customer satisfaction will determine value perceptions and thus eventually behavioural intentions such as actual buying. However, marketers and particularly tourism marketers need to develop accurate models of the process by which these constructs interact. A theoretical model of the hypothesised relationships in the customer's service assessment process is proposed and empirically tested in a tourism environment. The findings of this study provide considerable empirical support for the Experiential Model of Service Evaluation. The model suggests a definite causal ordering : that service quality influences customer satisfaction, which in turn determines value perceptions.
Source: Management Dynamics : Journal of the Southern African Institute for Management Scientists 11, pp 17 –23 (2002)More Less
Through the integrated management of supplier markets, many businesses aim to improve their competitive advantage by creating value-managed relationships (VMRs) between themselves and their suppliers. This study investigates the dimensions of VMRs between manufacturing businesses in the Potchefstroom, Klerksdorp, Orkney, Stilfontein and Hartbeesfontein regions (PKOSH region), and their suppliers. Interviews were conducted with senior management functionaries of 50 manufacturing businesses in the PKOSH region, during which they were asked to rate statements pertaining to the current and ideal status of their supplier relationships on a four-point Likert-type scale. Responses were statistically processed to calculate effect sizes for the difference between the current and ideal status of supplier relationships. A distinction was drawn between principles contributing significantly, moderately, or insignificantly, to the integrated supplier relationships of these manufacturing businesses.
Source: Management Dynamics : Journal of the Southern African Institute for Management Scientists 11, pp 24 –32 (2002)More Less
The main objective of this study was to investigate consumer attitudes towards gambling amongst various socio-demographic groups in Port Elizabeth. The study was based on past research and used a modified version of a questionnaire developed by various authors. The sample (n=321) was drawn, using a non-probability sampling technique from English, Afrikaans and Xhosa speaking respondents in the Nelson Mandela Metropole. Results confirm significant differences between sociodemographic groups observed in a previous study regarding attitudes towards gambling. Cultural influences deduced from home language and religion, influenced gambling attitudes in particular. These results support previous findings and have important implications for the gaming industry and welfare organisations in South Africa.
Using management science in site selection : a case study in office-site selection for a regional authority in South AfricaAuthor V.G. GhyootSource: Management Dynamics : Journal of the Southern African Institute for Management Scientists 11, pp 33 –41 (2002)More Less