Constructing an intergrated service excellence model for the South African police service
- Authors: Modise, Motsamai John
- Date: 2020-04
- Subjects: Port Elizabeth (South Africa) , Eastern Cape (South Africa) , South Africa
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10948/55020 , vital:48823
- Description: This study is set within the South African Police Service (SAPS). The purpose of the study is to construct an integrated service excellence model, in order to improve service quality in the South African Police Service as a whole and to continuously improve service excellence in the assistance provided in the Northern Cape in particular. Furthermore, the study was intended to identify gaps in the quality of services provided by the SAPS to the various communities in the Northern Cape. The development of a service excellence model for the assessment of the services provided by the SAPS is justified, because it is an essential means to improving the services rendered, which will be beneficial to both the SAPS and the community. Service failures negatively impact relationships and marketing efforts and thus complicate service providers’ relationship-building efforts. Therefore, service providers endeavour to restore customers’ post-recovery satisfaction through service recovery efforts to retain their customers. However, the influence that customers’ relationship intentions have on this process has not been considered. Previous research on relationship intention in South Africa focussed only on developing a valid and reliable relationship intention measurement scale. This study employed both the quantitative and qualitative research approaches to validate the research questions and authenticate the problem statement. The triangulation approach allowed the researcher to effectively engage the strengths of both research methodologies. The research findings from the empirical survey were statistically analysed using statistical procedures. The data analysis, derived from the qualitative research approach, involved thematic content analysis. The sample populations for the study comprised ward councillors, selected senior officials and community members. For the quantitative approach, questionnaires were distributed to respondents. One-on–one interviews were conducted with senior managers as the qualitative component of the study. , Thesis (PhD) -- Faculty of Humanities, School of Governmental and Social Sciences, 2020
- Full Text:
- Date Issued: 2020-04
- Authors: Modise, Motsamai John
- Date: 2020-04
- Subjects: Port Elizabeth (South Africa) , Eastern Cape (South Africa) , South Africa
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10948/55020 , vital:48823
- Description: This study is set within the South African Police Service (SAPS). The purpose of the study is to construct an integrated service excellence model, in order to improve service quality in the South African Police Service as a whole and to continuously improve service excellence in the assistance provided in the Northern Cape in particular. Furthermore, the study was intended to identify gaps in the quality of services provided by the SAPS to the various communities in the Northern Cape. The development of a service excellence model for the assessment of the services provided by the SAPS is justified, because it is an essential means to improving the services rendered, which will be beneficial to both the SAPS and the community. Service failures negatively impact relationships and marketing efforts and thus complicate service providers’ relationship-building efforts. Therefore, service providers endeavour to restore customers’ post-recovery satisfaction through service recovery efforts to retain their customers. However, the influence that customers’ relationship intentions have on this process has not been considered. Previous research on relationship intention in South Africa focussed only on developing a valid and reliable relationship intention measurement scale. This study employed both the quantitative and qualitative research approaches to validate the research questions and authenticate the problem statement. The triangulation approach allowed the researcher to effectively engage the strengths of both research methodologies. The research findings from the empirical survey were statistically analysed using statistical procedures. The data analysis, derived from the qualitative research approach, involved thematic content analysis. The sample populations for the study comprised ward councillors, selected senior officials and community members. For the quantitative approach, questionnaires were distributed to respondents. One-on–one interviews were conducted with senior managers as the qualitative component of the study. , Thesis (PhD) -- Faculty of Humanities, School of Governmental and Social Sciences, 2020
- Full Text:
- Date Issued: 2020-04
Managing the corporate reputation of a transforming organisation: a study of multimedia University of Kenya
- Authors: Mtange, Margaret Mulekani
- Date: 2020-04
- Subjects: Port Elizabeth (South Africa) , Eastern Cape (South Africa) , South Africa
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10948/55042 , vital:48830
- Description: Universities, like other organisations, are challenged to manage corporate identity and reputation to maintain a competitive edge. Few studies in Africa focus on the impact of internal communication on corporate identity and reputation management during organisational transformation. Thus, this study interrogated how a transforming and complex university in Kenya managed the corporate identity, image and reputation for competitive advantage. The purpose of the study was to establish how Multimedia University of Kenya (MMU) management communicated with its employees to nurture the corporate identity, image and reputation during a ten-year period of transformation. The study draws insights from in-depth interviews with 23 university management members, 178 self-administered questionnaires through random stratification of MMU employees, and content review of two MMU strategic plans ranging from 2011 to 2021. The findings suggest that MMU management used formal and interactive channels to create awareness of organisational transformation. These channels included face-to-face engagements, formal meetings and mediated communication through telephone conversations and intranet that facilitated record keeping. The management engaged in top-down and bottom-up communication to build employee trust, while employees expressed reservations of bottom-up information accuracy, suggesting information exclusion. On the contrary, the employees preferred digital and interpersonal channels for internal communication, which included telephone conversations, social media, personal visits by MMU management, and university events. Publicity activities were to disseminate information to prospective students and sponsors through selected private television, vernacular radio, and MMU radio stations, traditional print media, and the MMU website to communicate the MMU brand and image. Employees acknowledged that MMU brands itself as a leader in telecommunication, technology, mechanical, manufacturing, and media training through state-of-the-art equipment, robust faculty, and problem-solving ventures through research. The current study proposes stronger employee involvement, executive packaging and positioning, coaching successful faculty members as brand ambassadors, retraining employees, and employee participation in policy formulation to enhance new culture. In addition, these opositions will enhance the corporate identity, brand, as well as university performance, product quality, policy and processes to enrich the corporate reputation during transformation. The findings challenge university management to actively engage the corporate communication function, emphasise employee participation, and focus on the continual improvement of corporate identity and reputation management practices for competitive advantage. The current study proposes a participative, multi-layered and multi-dimensional communication model for efficient and excellent internal communication. The current study recommends that corporate communication practitioner be strategically positioned to coordinate employee engagement, utilise appropriate communication channels and counsel university management on corporate identity, image and reputation management during organisational transformation. , Thesis (PhD) -- Faculty of Humanities, School of Language, Media and Communication, 2020
- Full Text:
- Date Issued: 2020-04
- Authors: Mtange, Margaret Mulekani
- Date: 2020-04
- Subjects: Port Elizabeth (South Africa) , Eastern Cape (South Africa) , South Africa
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10948/55042 , vital:48830
- Description: Universities, like other organisations, are challenged to manage corporate identity and reputation to maintain a competitive edge. Few studies in Africa focus on the impact of internal communication on corporate identity and reputation management during organisational transformation. Thus, this study interrogated how a transforming and complex university in Kenya managed the corporate identity, image and reputation for competitive advantage. The purpose of the study was to establish how Multimedia University of Kenya (MMU) management communicated with its employees to nurture the corporate identity, image and reputation during a ten-year period of transformation. The study draws insights from in-depth interviews with 23 university management members, 178 self-administered questionnaires through random stratification of MMU employees, and content review of two MMU strategic plans ranging from 2011 to 2021. The findings suggest that MMU management used formal and interactive channels to create awareness of organisational transformation. These channels included face-to-face engagements, formal meetings and mediated communication through telephone conversations and intranet that facilitated record keeping. The management engaged in top-down and bottom-up communication to build employee trust, while employees expressed reservations of bottom-up information accuracy, suggesting information exclusion. On the contrary, the employees preferred digital and interpersonal channels for internal communication, which included telephone conversations, social media, personal visits by MMU management, and university events. Publicity activities were to disseminate information to prospective students and sponsors through selected private television, vernacular radio, and MMU radio stations, traditional print media, and the MMU website to communicate the MMU brand and image. Employees acknowledged that MMU brands itself as a leader in telecommunication, technology, mechanical, manufacturing, and media training through state-of-the-art equipment, robust faculty, and problem-solving ventures through research. The current study proposes stronger employee involvement, executive packaging and positioning, coaching successful faculty members as brand ambassadors, retraining employees, and employee participation in policy formulation to enhance new culture. In addition, these opositions will enhance the corporate identity, brand, as well as university performance, product quality, policy and processes to enrich the corporate reputation during transformation. The findings challenge university management to actively engage the corporate communication function, emphasise employee participation, and focus on the continual improvement of corporate identity and reputation management practices for competitive advantage. The current study proposes a participative, multi-layered and multi-dimensional communication model for efficient and excellent internal communication. The current study recommends that corporate communication practitioner be strategically positioned to coordinate employee engagement, utilise appropriate communication channels and counsel university management on corporate identity, image and reputation management during organisational transformation. , Thesis (PhD) -- Faculty of Humanities, School of Language, Media and Communication, 2020
- Full Text:
- Date Issued: 2020-04
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