6 research outputs found
Internal service quality in the Malaysian telecommunication industries
Internal service quality reflects the service quality of an organization. The telecommunications industry, facing rapid technological changes and varied customer demands, nonetheless, would find this approach useful in attaining the service quality improvements. The Service Profit Chain concept was adapted to show the relationship between internal customer service quality and internal customer satisfaction (employee satisfaction). Thirty branches or service centres of telecommunications companies participated in the survey, of which 182 of 399 (45.61%) respondents returned the questionnaires. The survey questionnaire was constructed, based on the SERVPERF. The range of scale from one to eight was selected to give the respondents a greater differentiation in the responses, as well as to avoid potential problems in interpreting purely verbal answers. The resultant dimensions from this study were interpersonal relationship, internal customer orientation, internal support systems, work climate, adequate tools, and rewards and recognitions. The results of the study provided the basics of the internal service quality requirements for the telecommunications industry in Malaysia. Interpersonal relationship was found to be the most important dimension, proving that the Malaysian telecommunications companies need to look into this aspect for internal service quality improvements. The significance of using the mean was to show the degree of importance of the dimensions, as well as the level of internal customer satisfaction. The overall internal customer service quality and employee satisfaction for the industry were average. The study carried out could provide a benchmark for service quality improvements in the telecommunications companies, so that eventually customer satisfaction and the resultant profitability could be attained
Organizational capacity and knowledge transfer : a qualitative case study of the 2007 Canada Winter Games host society
Understanding and managing the knowledge transfer process in sport
organizations is an essential component to enhance organizational capacity. Very little
research on either capacity or knowledge transfer within a sport organization exists.
Consequently, the purpos e of this qualitative case study was to, examine the transfer of
knowledge process within a major games host society. Specifically, two research goals
guided the study: 1) To develop a model to explain a knowledge t r ans f e r process in a
non-profit ma jor games hos t organization and 2) To examine the relevance of the model
to a Canada Games Hos t Society. Data we r e collected from interviews with middle and
senior level volunteers as well as senior s t a f f members (n= 27), document s and
observations. The findings indicated three barriers to knowledge transfer: structural,
systemic, and cultural. As a result of the findings a revised model for knowledge transfer
wa s proposed that included modifications related to the direction of knowledge flow,
timing of the knowledge transfer process, and group inter-relations. Implications
identified the importance of intuition managers, time and organizational levels for
successful knowledge transfer. Recommendations for future host societies and the
Canada Games Council are presented
Technology Challenges for the Global Real-Time Enterprise.
If there is one business concept that will drive distributed systems technology to the hilt in the coming years it is that of the real-time enterprise. The push for zero-latency access to a complete up-to-date view of all the business processes, internally within a corporation, as well as to customers, will dominate the thinking of system architects fo