{"id":"https://openalex.org/W2444552008","doi":null,"title":"Management's perception of customers' service feedback in an ICT company : an explorative study","display_name":"Management's perception of customers' service feedback in an ICT company : an explorative study","publication_year":2015,"publication_date":"2015-11-01","ids":{"openalex":"https://openalex.org/W2444552008","mag":"2444552008"},"language":"en","primary_location":{"id":"pmh:oai:uir.unisa.ac.za:10500/20664","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10500/20664","pdf_url":null,"source":{"id":"https://openalex.org/S4306400472","display_name":"Unisa Institutional Repository (University of South Africa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I165390105","host_organization_name":"University of South Africa","host_organization_lineage":["https://openalex.org/I165390105"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Dissertation"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5087240887","display_name":"Zanne Faasen","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Zanne Faasen","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5087240887"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12905","display_name":"Management Systems and Quality Improvement","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.6349999904632568},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.7860000133514404},{"id":"https://openalex.org/keywords/service-gaps","display_name":"service gaps","score":0.7049999833106995},{"id":"https://openalex.org/keywords/managerial-perceptions","display_name":"managers' perceptions","score":0.7889999747276306},{"id":"https://openalex.org/keywords/performance-management","display_name":"performance management","score":0.6650000214576721},{"id":"https://openalex.org/keywords/ict-firms","display_name":"ICT companies","score":0.4350000023841858},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.8500000238418579},{"id":"https://openalex.org/keywords/systems-theory","display_name":"systems theory","score":0.7049999833106995}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6333834528923035},{"id":"https://openalex.org/C74196892","wikidata":"https://www.wikidata.org/wiki/Q7781188","display_name":"Thematic analysis","level":3,"score":0.5741492509841919},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5725064277648926},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.553749680519104},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5535144805908203},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4622260332107544},{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.44269415736198425},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.44145336747169495},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.41357362270355225},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.3332677483558655},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.12193620204925537},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.11419659852981567},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:uir.unisa.ac.za:10500/20664","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10500/20664","pdf_url":null,"source":{"id":"https://openalex.org/S4306400472","display_name":"Unisa Institutional Repository (University of South Africa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I165390105","host_organization_name":"University of South Africa","host_organization_lineage":["https://openalex.org/I165390105"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Dissertation"},{"id":"mag:2444552008","doi":null,"is_oa":false,"landing_page_url":"https://uir.unisa.ac.za/bitstream/10500/20664/1/dissertation_faasen_z.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":31,"referenced_works":["https://openalex.org/W258088048","https://openalex.org/W655217011","https://openalex.org/W657511845","https://openalex.org/W821084548","https://openalex.org/W1491193709","https://openalex.org/W1498727162","https://openalex.org/W1592324119","https://openalex.org/W1605991455","https://openalex.org/W1965455037","https://openalex.org/W1983513333","https://openalex.org/W2006468167","https://openalex.org/W2034176973","https://openalex.org/W2049605678","https://openalex.org/W2060813370","https://openalex.org/W2071111784","https://openalex.org/W2078558473","https://openalex.org/W2083708617","https://openalex.org/W2083946502","https://openalex.org/W2093058549","https://openalex.org/W2099069868","https://openalex.org/W2155361747","https://openalex.org/W2164230766","https://openalex.org/W2171148471","https://openalex.org/W2175227141","https://openalex.org/W2241649112","https://openalex.org/W2477086844","https://openalex.org/W2489852417","https://openalex.org/W2617540945","https://openalex.org/W2907184694","https://openalex.org/W2970089458","https://openalex.org/W3214833809"],"related_works":["https://openalex.org/W2392701122","https://openalex.org/W2152724261","https://openalex.org/W831613416","https://openalex.org/W2004860488","https://openalex.org/W2335836940","https://openalex.org/W7042842284","https://openalex.org/W7024311614","https://openalex.org/W7002060839","https://openalex.org/W2040776348","https://openalex.org/W2621379914"],"abstract_inverted_index":{"The":[0,33,56,165,195],"purpose":[1],"of":[2,19,30,58,67,86,136,185,212],"this":[3],"research":[4,60],"was":[5,83,111,147,174],"to":[6,43,90,116,121,149,206],"explore":[7,117],"how":[8],"management":[9,91,118,134,188],"explains":[10],"the":[11,14,25,51,54,59,68,73,76,84,87,102,151,180,183,208,213],"difference":[12],"between":[13],"overall":[15,26,47,209],"service":[16,27,37,48,69,77,99,124,193],"quality":[17,28,125],"ratings":[18,29],"staff":[20,52,74,135],"at":[21],"Company":[22,31,78,137,200],"X":[23,79,138,201],"versus":[24,75],"X.":[32],"organisation":[34,181],"conducts":[35],"customer":[36,65,143,210],"measurements":[38],"on":[39,98],"a":[40,62,93,114,123],"regular":[41],"basis":[42],"monitor":[44],"their":[45],"customers":[46],"experience":[49,211],"regarding":[50,64],"and":[53,153,167,172],"organisation.":[55,103,214],"results":[57],"identified":[61,161],"discrepancy":[63],"perceptions":[66,119],"they":[70],"receive":[71],"from":[72],"is":[80],"providing.":[81],"Management":[82],"focus":[85,204],"study":[88],"due":[89],"having":[92],"direct":[94],"or":[95],"indirect":[96],"influence":[97],"gaps":[100],"in":[101],"\\nThe":[104],"SERVQUAL":[105],"model,":[106],"together":[107],"with":[108,133,162],"systems":[109],"theory,":[110],"applied":[112],"as":[113,120],"framework":[115],"why":[122],"gap":[126],"exists.":[127],"In-depth":[128],"face-to-face":[129],"interviews":[130,152],"were":[131,160,170],"conducted":[132],"who":[139],"are":[140],"responsible":[141],"for":[142],"service.":[144],"Thematic":[145],"analysis":[146,156],"used":[148],"analyse":[150],"through":[154],"content":[155],"six":[157],"main":[158],"themes":[159],"various":[163,203],"subthemes.":[164],"theoretical":[166],"empirical":[168],"objectives":[169],"addressed":[171],"it":[173],"concluded":[175],"that":[176,199],"inconsistent":[177,192],"practices":[178],"within":[179],"specifically":[182],"lack":[184],"consistent":[186],"performance":[187],"can":[189],"create":[190],"an":[191],"experience.":[194],"findings":[196],"also":[197],"revealed":[198],"have":[202],"areas":[205],"improve":[207]},"counts_by_year":[],"updated_date":"2026-08-21T09:56:20.448147","created_date":"2016-06-24T00:00:00"}
