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Tesi sul tema "Employee empowerment"

Autore: Grafiati

Pubblicato: 4 giugno 2021

Ultima modifica: 25 luglio 2025

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1

Menon, Sanjay T. "Employee empowerment : definition, measurement and construct validation." Thesis, McGill University, 1995. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=29088.

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The notion of improving employee productivity and satisfaction through increased work autonomy has led to a variety of managerial practices that seek to enhance employees' sense of control over their work and workplace. One such organizational intervention which has gained currency last decade is empowerment. This thesis is an attempt clearly explicate the precise nature of the empowerment construct through theoretical analysis and empirical investigation.<br>An analysis of the construct of power from a psychological perspective yielded three dimensions of power: power as perceived control, po

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2

Hermawan, Aji. "Analysing variations in employee empowerment in Indonesia." Thesis, University of Manchester, 2005. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.488985.

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This thesis aims to provide an examination of theory and practice of empowerment in an Indonesian context. It develops a theoretical analysis of empowerment based on literature from several disciplines including organisational behaviour, human resource management, community psychology, and political science. It integrates perspectives by taking advantage of the diversity offered by these disciplines, while recognising the limitations of one discipline, in order to produce a richly contextualised understanding of empowerment. As a consequence, this study also combines their different methodolog

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3

Turner, Jon T. Jr. "Employee empowerment: Relationships between location in the hierarchy, span of control, and industry type on perceptions of empowerment." Thesis, University of North Texas, 2006. https://digital.library.unt.edu/ark:/67531/metadc5306/.

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The current study seeks to examine the relationships between perceptions of employee empowerment and perceptions of leadership, span of control, and industry type. Participants were gathered from an archival source employing a high school alumni e-mail group (n = 361) and a survey from 9 organizations (n = 647) and combined into a larger sample (n = 1008). The participants took Bodner's (2005) Assessment of Employee Empowerment and Assessment of Empowering Leadership instruments. Support was found to suggest that people report being less empowered than they believe that top management would re

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4

Gqamane, Zukiswa. "An investigation of the empowerment needs of councillors with reference to the King Sabata Dalindyebo local municipality, province of the Eastern Cape." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1010168.

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The purpose of this study was to investigate the empowerment needs of councillors in a municipality. The main focus was to assess the successes or inadequacies of the empowerment programmes previously offered to councillors by the King Sabata Dalindyebo Local Municipality. In order to achieve the research objectives an in-depth literature study was undertaken. A survey was also conducted to examine the level of empowerment being offered by the King Sabata Dalindyebo Local Municipality to its councillors and the data was collected by means of self-administered questionnaires. The literature stu

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5

Philamon, Jan Elizabeth, and n/a. "Influences on Employee Empowerment, Commitment and Well-Being in a Gambling Industry." Griffith University. School of Applied Psychology, 2004. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20041013.114742.

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To maintain a competitive edge in the tourism and hospitality industries, considerable emphasis has been placed on providing quality services for customers. While the work attitudes and behaviours of staff who deliver these services can influence the experiences of service by customers, little is known how internal and external aspects of the environment of an organisation with a controversial service affect the empowerment, work attitudes and well-being of its employees. The aim of the present program of research was to identify employees' perceptions of the salient aspects of the internal an

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6

Philamon, Jan Elizabeth. "Influences on Employee Empowerment, Commitment and Well-Being in a Gambling Industry." Thesis, Griffith University, 2004. http://hdl.handle.net/10072/365192.

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Abstract (sommario):

To maintain a competitive edge in the tourism and hospitality industries, considerable emphasis has been placed on providing quality services for customers. While the work attitudes and behaviours of staff who deliver these services can influence the experiences of service by customers, little is known how internal and external aspects of the environment of an organisation with a controversial service affect the empowerment, work attitudes and well-being of its employees. The aim of the present program of research was to identify employees' perceptions of the salient aspects of the internal an

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7

Yacobucci, Peter. "Antecedents of employee extra work effort: The importance of employee empowerment and organizational commitment." Diss., The University of Arizona, 2003. http://hdl.handle.net/10150/280336.

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This study uses a survey of a large sample of public and private sector employees in Tucson, Arizona, to reveal the determinants of employee extra work effort. Extra work effort is defined as those actions benefitting their employer performed by employees for which employees are not explicitly compensated. The current literature suggests employee empowerment through the variation of personnel systems to allow for greater employee responsibility and decision-making as a powerful determinant of employee extra work effort. The finding of this research suggests that while the implementation of the

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8

Williamson, Kathleen M. "Home health care nurses' perceptions of empowerment." Access to citation, abstract and download form provided by ProQuest Information and Learning Company; downloadable PDF file, 150 p, 2005. http://proquest.umi.com/pqdweb?did=954038861&sid=5&Fmt=2&clientId=8331&RQT=309&VName=PQD.

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9

Lingenfelder, Delmarie. "Die ontwikkeling en empiriese evaluering van n verduidelikende strukturele sielkundige bemagtigingsmodel." Thesis, Stellenbosch : Stellenbosch University, 2014. http://hdl.handle.net/10019.1/97282.

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Thesis (MBA)--Stellenbosch University, 2014<br>AFRIKAANSE OPSOMMING: Die navorsingstudie spruit voort uit ŉ dringende behoefte om die faktore te verstaan wat daartoe bydra dat sekere werknemers meer geneig is om te wil groei en wat organisasies gevolglik kan doen om werknemers te motiveer en meer te wil ontwikkel. Etlike faktore gee aanleiding tot ŉtekort aan lynbestuurders en die feit dat die begeerte om te groei ŉ skaars karaktereienskap by werknemers is. Sekere konstrukte is beheerbaar, terwyl ander nie beheerbaar is nie. Deur die beheerbare faktore te identifiseer, stel organisasies e

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10

Black, Janice Adele. "The relationship of human resource development manager empowerment to organizational conditions." Diss., This resource online, 1993. http://scholar.lib.vt.edu/theses/available/etd-10022007-145213/.

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11

Gie, Liiza. "Theoretical and practical perspectives of employee wellness programmes at a selected South African university." Thesis, Cape Peninsula University of Technology, 2017. http://hdl.handle.net/20.500.11838/2600.

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Thesis (DTech (Human Resource Management))--Cape Peninsula University of Technology, 2017.<br>In attempting to contribute to social transformation, South African Higher Education has undergone considerable changes, taking on greater student enrollment, increasing curriculum responsiveness, and prioritising pass- and graduation rates, all of which have put universities’ resources, specifically their human resources, under considerable pressure and stress (Rensburg, 2013: 5). Paradoxically, there has been no meaningful attempt to address the negative effects of these pressures and stress on the

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12

Bodner, Sarah L. "Dimensional Assessment of Empowerment in Organizations." Thesis, University of North Texas, 2003. https://digital.library.unt.edu/ark:/67531/metadc4236/.

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This research project was inspired by a survey that was designed to help an organization determine how well it was doing in its efforts to empower associates and achieve a goal of continuous improvement. Initial review of the survey created suspicion that the survey was not built around the appropriate dimensions to accurately measure the level of empowerment in organizations. As such, the survey was psychometrically analyzed to determine the validity of the instrument as a measure of empowerment. Additionally, an extensive review of the literature was performed to determine new dimensions tha

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13

Bowman, Earle Lindel. "Empowerment : lip service or guest service /." Online version of thesis, 1993. http://hdl.handle.net/1850/12011.

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14

Brewer, Marcia S. "Nurse empowerment and job satisfaction work environmental factors /." Muncie, IN : Ball State University, 2009. http://cardinalscholar.bsu.edu/696.

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15

Nuttall, P. A. "Understanding 'empowerment' : a study in a manufacturing company." Thesis, Henley Business School, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.246150.

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16

Albertyn, Ruth Meriel. "Conceptualisation and measurement of the empowerment of workers : an educational perspective." Thesis, Stellenbosch : Stellenbosch University, 2000. http://hdl.handle.net/10019.1/51662.

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Annexure is transcription of in-depth interviews.<br>Dissertation (DPhil) -- Stellenbosch University, 2000.<br>Bibliography<br>ENGLISH ABSTRACT: In the era of globalisation, demands for increased productivity and multiple skills present challenges to adult educators in their role of facilitating empowerment in individuals. The proposed link between productivity and empowerment has stimulated interest in the concept by management and there has to be accountability to ensure that the needs of individuals and organisations are balanced. The aim of designing a standardised measuring instrume

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17

Au, Kam Man. "How does empowering leadership impact on innovative performance? A study on the role of employees' entrepreneurial orientation, values and creative self- efficacy." HKBU Institutional Repository, 2018. https://repository.hkbu.edu.hk/etd_oa/575.

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Aiming to better understand how empowering leadership affects employees' innovative performance, this research examines this relationship by reviewing the existing leadership and innovation literature, then theorizing and testing the extent to which employees' entrepreneurial orientation mediates it. This research also proposes that the effect of empowering leadership on followers' entrepreneurial orientation will vary according to the presence of different moderating variables. Hence, the moderating effects of the employees' value of openness in the relationship between empowering leadership

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18

Peters, Chigozim, and Elham Mazdarani. "The impact of employee empowerment on service quality and customer satisfaction in service organizations: a case study of Länsförsäkringar bank AB : The impact of employee empowerment." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-779.

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<p>COURSE: Bachelor Thesis in Business Administration, 15ECTS</p><p>AUTHOURS:Peters Silvia Chigozirim. Elham Mazdarani.</p><p>Flugsnappargatan 6, 3tr. Nybohovsbacken 99, 9tr.</p><p>72472, Västerås. 11764, Stockholm</p><p>0737225113. 0709391923</p><p>SUPERVISOR: LEIF SANNER</p><p>TOPIC: The impact of employee empowerment on service quality and customer satisfaction: a case study of Länsförsäkringar AB.</p><p>BACKGROUND: Considering the nature of service delivery and particularly intangible-dominant services, employee empowerment becomes a very important issue to organizations producing services

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19

Hartmann, Suzette. "Psychological empowerment in a recruitment company / Suzette Hartmann." Thesis, North-West University, 2003. http://hdl.handle.net/10394/2442.

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20

George, Tania Arlene. "Employee empowerment of frontline administrative staff at a University Of Technology, Western Cape Province, South Africa." Thesis, Cape Peninsula University of Technology, 2015. http://hdl.handle.net/20.500.11838/2445.

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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2015.<br>When one refers to tertiary education in general or specific institutions, its academic functions and features are paramount. Often, there is little dialogue around those who constitute most of the workforce, the administrative staff, and more specifically, the frontline administrators. Given that frontline administrators are ‘customer-facing’ and that their behaviour could significantly influence perceptions of the organisation, these staff members are often portrayed as ones who do not have any author

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21

Fiedler, Anne M. "The effect of vision congruence on employee empowerment, commitment, satisfaction, and performance." FIU Digital Commons, 1993. http://digitalcommons.fiu.edu/etd/3317.

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Five models delineating the person-situation fit controversy were developed and tested. Hypotheses were tested to determine the linkages between vision congruence, empowerment, locus of control, job satisfaction, organizational commitment, and employee performance. Vision was defined as a mental image of a possible and desirable future state of the organization. Data were collected from 213 employees in a major flower import company. Participants were from various organizational levels and ethnic backgrounds. The data collection procedure consisted of three parts. First, a profile analysi

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22

Ramokolo, Mmatsatsi Elizabeth. "The exploration of the reasons for the resistance of troubled employees to utilize the Employee Assistance Programme at Aventis Pharma." Diss., Pretoria : [s.n.], 2004. http://upetd.up.ac.za/thesis/available/etd-01242005-143926.

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23

Halvorsen, David Lars. "An Investigation of Employee Satisfaction and Employee Empowerment Specific to On-Site Supervisors in the Residential Construction Industry." Diss., CLICK HERE for online access, 2005. http://contentdm.lib.byu.edu/ETD/image/etd1140.pdf.

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24

Holdsworth, Lynn. "Empowerment,satisfaction and employee well-being : the dilemma for call centres." Thesis, University of Manchester, 2007. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.631667.

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Abstract (sommario):

Although empowerment is acknowledged as a beneficial form of work design for both employees and organisations, there is limited research into the concept within call centres. Two studies were conducted to explore four dimensions of psychological empowerment, job satisfaction and employee well-being for employees in call centre environments. Study 1 compared the perceptions of empowerment, job satisfaction and well-being of customer service agents, administration staff and supervisors within six call centres. Overall working as a customer service agent offered less autonomy, but was no less sat

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25

Lai, Jackson. "Employee empowerment in international tourist hotels in Taiwan : a cultural perspective." Thesis, Sheffield Hallam University, 2009. http://shura.shu.ac.uk/19937/.

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Empowerment in the hospitality industry is often regarded as a means to improve service quality and customer satisfaction by involving frontline employees with a focus on the employee-guest encounter. Because of the notion of empowerment many international hotel chains companies try to adopt and implement empowerment and transfer empowerment management practice to their hotels worldwide. However empowerment theory has barely addressed the implications of applying empowerment in a cross-cultural context (Klidas, 2001). This thesis explores in what way and to what extent national cultural value

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26

Makololo, Makgola Euphrate. "The impact of Broad Based Black Economic Empowerment employee share schemes." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/23722.

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Organisations are continuously re-engineering human resource strategy in order to attract, motivate and retain the best possible talent possible. This is a continuous process because strategies are quickly copied and replicated within industries. Share schemes have been used over a long period of time to attract, motivate and retain employees. The dawn of democracy in South Africa has seen the introduction of broad based black economic empowerment share schemes in a number of organisations. Organisations implemented these share schemes not only to improve BEE score rating but to motivate and r

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27

Slocum, Kendra M. "Nurse job satisfaction and empowerment in magnet and non-magnet hospitals." Muncie, Ind. : Ball State University, 2008. http://cardinalscholar.bsu.edu/370.

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Cox, Lillian Sharon. "Teacher empowerment change and Reading Recovery professional development training /." free to MU campus, to others for purchase, 2004. http://wwwlib.umi.com/cr/mo/fullcit?p3137691.

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Thesis (Ed. D.)--University of Missouri-Columbia, 2004.<br>Reading Recovery has registered trademark symbol after the "y" in Recovery in title. Typescript. Vita. Includes bibliographical references (leaves 131-144). Also available on the Internet.

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29

Opp, David. "Cross-functional partnering and empowerment in StorageTek business unit action research project /." [Denver, Colo.] : Regis University, 2006. http://165.236.235.140/lib/DOpp2006.pdf.

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Slye, Gail Lynn. "The relationship between teacher empowerment and teacher satisfaction for novice and veteran teachers /." free to MU campus, to others for purchase, 1999. http://wwwlib.umi.com/cr/mo/fullcit?p9946296.

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31

Logan, Sandra E. "The role of teacher empowerment in beginning and veteran teachers' commitment to the teaching profession in a midwestern state /." free to MU campus, to others for purchase, 2002. http://wwwlib.umi.com/cr/mo/fullcit?p3074424.

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32

Al, sada Adnan M. "A literature review of empowerment with a suggested model for Bahrain Defense Force." Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2003. http://library.nps.navy.mil/uhtbin/hyperion-image/03Dec%5FAl%5FSada%5FMBA.pdf.

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Thesis (M.B.A.)--Naval Postgraduate School, December 2003.<br>"MBA professional report"--Cover. Thesis advisor(s): Alice Crawford, Bill Gates. Includes bibliographical references (p. 49-51). Also available online.

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Cordas, Jon D. (Jon Dmetrius). "The Emergence of a New Capitalist Ethic: Transformational Leadership and the Civil Society Movement as Emergent Paradigms Affecting Organizational and Societal Transformation." Thesis, University of North Texas, 1997. https://digital.library.unt.edu/ark:/67531/metadc278427/.

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Rapid and chaotic changes in market environments have caused business organizations to modify their organizational structures and social relationships. This paper examines the change in relationship between management and employees, which is shifting from an adversarial and controlling role to facilitation and employee empowerment. This paper's research question concerns how classical sociological theory would explain power redistribution within organizations and the formation of an associative and collaborative relationship which contradicts traditional paradigms. Traditional bureaucratic and

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Bateman, Cynthia L. "Relationships among empowerment, organizational health, and principal effectiveness /." free to MU campus, to others for purchase, 1999. http://wwwlib.umi.com/cr/mo/fullcit?p9946242.

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35

Chan, Wing-por Robert. "Teachers' perception on teacher empowerment in Hong Kong aided secondary schools." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B20135920.

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Bodner, Sarah L. "Design and Empirical Analysis of a Model of Empowering Leadership." Thesis, University of North Texas, 2005. https://digital.library.unt.edu/ark:/67531/metadc4789/.

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Mid-level leaders are often expected to implement employee empowerment initiatives, yet many do not have a clear understanding of how to empower employees. To address this issue, a model of empowering leadership was developed. The model presents specific, actionable behaviors that a leader should perform in order to empower employees. The model comprises 13 factors built around the areas of ability, accountability, and authority. First, leaders must ensure employees have the ability to be empowered. To do so, they must (a) build employee organizational knowledge, (b) provide access to pertin

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Thornton, Renita. "Impact of Job Classification Level on Perceived Empowerment Level in a Work Setting." Thesis, University of North Texas, 1992. https://digital.library.unt.edu/ark:/67531/metadc501268/.

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Empowerment, which has been described as both a means of effecting higher and more efficient quality work outputs and a means of facilitating greater freedom in the workplace combines elements of philosophy, psychology, and management theory. The perceptions of the present empowerment level of 3500 employees of a division of a major corporation were analyzed using data from an empowerment survey. The results were examined using correlational and factorial measures to test the structure of the survey. ANOVA and pair-wise comparisons were used to examine group differences on five subscales of th

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38

Huq, Rozana. "An investigation of what employee empowerment means in theory and in practice." Thesis, Queen's University Belfast, 2008. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.492008.

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This research aimed to investigate what employee empowerment means in theory and in practice. There is high consensus in the management literature that employee empowerment is necessary for the survival and success of organisations. However, there are still considerable gaps in our knowledge and understanding of a range of issues. concerning employee empowerment, both at the conceptual and practice levels. This is further exacerbated by the relative paucity of empirical research in the management context, which has led to limited understanding of empowerment and provided little evidence of it

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Tan, Meng Khuan. "Antecedents and outcomes of employee empowerment : an empirical study of British managers." Thesis, Cardiff University, 2007. http://orca.cf.ac.uk/55698/.

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Spreitzer's (1995) four dimension psychological empowerment measurement has opened up a wealth of research possibilities for the organisational behaviour researcher to study the subject of employee empowerment more objectively and analytically. However, many current studies employed Spreitzer's empowerment model by aggregating the four measures resulting in a less than adequate understanding of the concept of empowerment. It is suggested that by critically investigating the four empowerment dimensions separately, a more fine-grained understanding on the aspects of psychological empowerment can

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Aziz, Yuhanis Abdul. "Empowerment and emotional dissonance : employee-customer relationships in the Malaysian hotel industry." Thesis, University of Nottingham, 2007. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.438448.

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Phillips, Frances. "Effectiveness of the AMSA employee empowerment share scheme as mechanism for transformation." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/64910.

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Business in South Africa is under increased pressure to more effectively transform ownership ratios. As a result corporates have been adopting employee empowerment share schemes as a mechanism for transformation. Despite increased adoption, there still exists ambiguity around the ability of these schemes to effectively achieve the vision of Broad Based Black Economic Empowerment. This study considers the ArcelorMittal South Africa Employee Empowerment share scheme to establish its effectiveness in stimulating feelings of ownership and the associated behavioural benefits. Furthermore it aims to

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Gale, Lesia. "The relationship between leadership and employee empowerment for successful total quality management." Thesis, View thesis, 2000. http://handle.uws.edu.au:8081/1959.7/28037.

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The aim of this thesis is to assist industry leaders in Australia understand the nature of employee empowerment by identifying the characteristics of employee empowerment, the leadership strategies required to guide employee behaviour changes and the interaction between the two concepts. This thesis argues that in the 1990's the role of leadership needs to change in order to address the threat of increasing competition. The role of leadership needs to focus on employee development and enhancing their ability to adapt to change, be innovative, creative and committed to achieving the goals of th

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Gale, Lesia. "The relationship between leadership and employee empowerment for successful total quality management /." View thesis, 2000. http://library.uws.edu.au/adt-NUWS/public/adt-NUWS20040311.130341/index.html.

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Thesis (Ph.D.) -- University of Western Sydney, Macarthur, 2000.<br>"A theis presented to the University of Western Sydney, Macarthur in fulfilment of the requirements for the degree of Doctor of Philosophy, June, 2000.''--t.p. Bibliography: leaves 235-287.

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Blewett, Verna. "Workers changing work : the influence of worker power ; a longitudinal case study analysis of workplace change at Moving Metals Limited /." Title page, contents and abstract only, 2000. http://thesis.library.adelaide.edu.au/public/adt-SUA20030815.104708.

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Bibliography: leaves 261-276. Electronic publication; full text available in PDF format; abstract in HTML format. This thesis is about the role that shop floor workers play in organisational change. In particular, it investigates the manner in which a distinct group of worker-level leaders and change agents affected the generation and implementation of change and helped to shape the change process in an organisation undergoing planned change. The data for the thesis were obtained from a three-year, longitudinal case-study of organisational change in a medium-sized automotive components manufac

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Kruger, Sandra. "A case study of Fairtrade labelling and worker empowerment on two wine and fruit farms in the Western Cape." Thesis, University of the Western Cape, 2008. http://etd.uwc.ac.za/index.php?module=etd&action=viewtitle&id=gen8Srv25Nme4_5221_1256823868.

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<p>&quot<br>This thesis explores the link between Fairtrade labelling and worker empowerment in the cases of LFFT and Stellar Organics in terms of: the reasons for becoming certified and commercial benefits expected from the Fairtrade labelling<br>the intergration of the Faitrade requirements into the structures and management of employee equity share shemes<br>the enabling or disabling factors for Fairtrade certification to contribute to the socio-economic development and empowerment of the workers. This thesis describes the two cases in detail according to these links and concludes that Fair

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Yim, Hong Kit Anderson Rolph E. "Psychological empowerment of salespeople : the construct, its inducement, and consequences on customer relationships /." Philadelphia, Pa. : Drexel University, 2008. http://hdl.handle.net/1860/2981.

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Du, Preez Luzanne. "An exploration of coaching interventions and techniques used to address workplace bullying in South Africa." Thesis, Stellenbosch : Stellenbosch University, 2014. http://hdl.handle.net/10019.1/97431.

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Thesis (MPhil)--Stellenbosch University, 2014.<br>ENGLISH ABSTRACT: Despite workplace bullying becoming more prevalent today, limited focus has been placed on this phenomenon within the organisational research context. It is important to note that this particular field of study still seems to be fairly new. Preventative measures for workplace bullying have focused on organisations taking responsibility through revisiting organisational leadership and culture, implementing policies and programmes, one of which includes coaching interventions. The present study set out to state that through

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Laage, Lelanie. "Psychological empowerment, job satisfaction and organisational commitment in a chemical industry / Lelanie Laage." Thesis, North-West University, 2003. http://hdl.handle.net/10394/2344.

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Pandle, Nolubabalo Leeanne. "An investigation into employee empowerment strategies for Small, Medium, and Micro Enterprises (SMMEs)." Thesis, Nelson Mandela Metropolitan University, 2006. http://hdl.handle.net/10948/d1012138.

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Abstract (sommario):

Employee empowerment is a strategy that small business managers can deploy to add value to the business. This strategy is aimed at cultivating the power and ability of employees in their jobs. A business is a business by people working in it though they differ in many ways their contribution to the success of the organization is very important. However, these people are not often recognized as value contributors in the success of the business and for this reason they do not intend to add value to the business and they become demotivated to do their jobs properly. People are the business storeh

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Ramjee, Meelan. "An investigation into the impact of training and leadership programmes on employee empowerment." Thesis, Nelson Mandela Metropolitan University, 2007. http://hdl.handle.net/10948/744.

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Abstract (sommario):

The South African banking industry is currently facing increasing macro- and micro-environmental pressures which had led banks to move towards customer-oriented strategies. This has influenced the way their systems and processes are developed and innovated to provide a satisfactory service to their clients. It appears that service quality has been the differentiating factor that has set the competitors apart in providing their customers with a unique customer experience through client relationships and interaction. As a consequence, banks have resorted to implementing various training and lead

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