A critical appraisal of the customer service and service quality in appliance sales departments in prominent South African retail stores

This research investigated the service offering in appliance sales departments of prominent retail stores in an emerging economy to ultimately indicate whether stores‟ customer service, i.e. their presentation of the marketing mix is conducive for informed, responsible buying decisions. The study was prompted by significant changes in the profile of South African consumers since 1994 when a new socio-political dispensation was introduced. A sharp increase in the middle-income group since has resulted in an increased demand for housing, electricity and consequently also major household appliances. Retail responded more than willingly. Unfortunately the consequences of limited product related consumer socialization for millions of previously disadvantaged consumers and subsequent lack of structural and transactional knowledge in terms of their ability to cope in the market place was given little attention. The research involved four phases of data collection and the participation of five prominent department stores in Tshwane, RSA that was arranged through liaison with industry. Phase 1 involved an in store survey: store managers assessed the customer service in the stores in the presence of the researcher, according to indicators that were based on the marketing mix. In phase 2, respondents (n=296) were recruited in the stores immediately after closure of a sales deal: questionnaires were completed on the spot. It involved (1) an investigation of their satisfaction with the customer service; (2) an investigation of their perception of the service quality through a SERVQUAL scale and (3) a product knowledge test that pertained to the functional and performance attributes of the appliances that they purchased. During phase 3, experienced salespeople (n=18) were involved in a projective technique that expected of them to act as the managers of their respective stores and to propose recommendations to augment their stores’ service offering to be more conducive for informed, responsible buying decisions. Finally, in phase 4, representatives from industry explained their potential contribution to augment customer service in retail stores. Findings revealed shortcomings in the customer service in retail that should be addressed to enhance informed, responsible buying decisions. In phase 1, store managers candidly admitted that in general, price was attended to more attentively than elements such as processes that could enhance informed buying decisions. In the customer survey, exploratory factor analysis revealed a collapse of the original customer service scale from six elements to three, which suggests a more integrated judgement of customer service in the context of this research. Emphasis on price and product was diminished and directed towards value for money and personnel orientations. Similarly the five dimensional SERVQUAL scale was reduced to two dimensions (Supportiveness and Impressiveness). The product knowledge test was used to indicate whether consumers’ judgement of the service offering was supported by evidence of informed, buying decisions. Consumers’ scores contradicted their apparent satisfaction with customer service and their positive perception of service quality. Sales personnel unequivocally accentuated their potential to augment customer service but revealed conditions that limit optimal performance. Representatives of industry acknowledged areas of concern and recommended concerted effort by retailers due to their direct interaction with consumers as well as personnel. The findings of this study provide invaluable evidence that consumers “not necessarily know what they do not know”. Shortcomings in the customer service in retail are revealed and guidelines are provided to augment the service offering to the benefit of the parties involved.Thesis (PhD)--University of Pretoria, 2009.Consumer Scienceunrestricte

The perception of a salesperson of his/her role in the working environment

Please read the abstract in the section 00front of this documentDissertation (MSc (Interior Merchandise Management))--University of Pretoria, 2005.Consumer Scienceunrestricte

Palaeoproxies: botanical monitors and recorders of atmospheric change

The integration of plant and Earth sciences offers the opportunity to develop and test palaeobotanical monitors and recorders (palaeoproxies) of past atmospheric change that are understood from a mechanistic perspective, with the underpinning responses being identified and understood at the genetic level. This review highlights how this approach has been used to deliver two distinct palaeoproxies. The first is based on the negative relationship between stomata (breathing pores found on the leaf surface) and atmospheric CO2 concentration; the second is based on tracking chemical changes seen in the composition of pollen and spores to reconstruct changes in the flux of UV-B radiation on the Earth's surface and from this infer changes in stratospheric processes linked to the eruption and emplacement of Large Igneous Provinces. Here, we highlight the potential of integrating a new rapid, inexpensive chemical analysis technique with existing, robust palynological methods, opening the door to a deeper understanding of past environments via the palaeobiological record. A look to the future suggests a combined solar radiation–CO2 concentration approach could be readily applied across the geological record

A palaeoenvironmental reconstruction of the Middle Jurassic of Sardinia (Italy) based on integrated palaeobotanical, palynological and lithofacies data assessment

During the Jurassic, Sardinia was close to continental Europe. Emerged lands started from a single island forming in time a progressively sinking archipelago. This complex palaeogeographic situation gave origin to a diverse landscape with a variety of habitats. Collection- and literature-based palaeobotanical, palynological and lithofacies studies were carried out on the Genna Selole Formation for palaeoenvironmental interpretations. They evidence a generally warm and humid climate, affected occasionally by drier periods. Several distinct ecosystems can be discerned in this climate, including alluvial fans with braided streams (Laconi-Gadoni lithofacies), paralic swamps and coasts (Nurri-Escalaplano lithofacies), and lagoons and shallow marine environments (Ussassai-Perdasdefogu lithofacies). The non-marine environments were covered by extensive lowland and a reduced coastal and tidally influenced environment. Both the river and the upland/hinterland environments are of limited impact for the reconstruction. The difference between the composition of the palynological and palaeobotanical associations evidence the discrepancies obtained using only one of those proxies. The macroremains reflect the local palaeoenvironments better, although subjected to a transport bias (e.g. missing upland elements and delicate organs), whereas the palynomorphs permit to reconstruct the regional palaeoclimate. Considering that the flora of Sardinia is the southernmost of all Middle Jurassic European floras, this multidisciplinary study increases our understanding of the terrestrial environments during that period of time

Die fossilen Hölzer von König-Karls-Land

Aus den vorhergehenden Untersuchungen erhellt, dass die fossilen Hölzer von König-Karls-Land ein aussergewöhnliches Interesse beanspruchen. Sie umfassen sechs Arten, die zu fünf verschiedenen Gattungen gehören, und zwar: Phyllocladoxylon sp., Xenoxylon phyllocladoides GOTHAN, Cupressinoxylon cf. McGeei KNOWLTON, Cedroxylon cedroides n. sp., Cedroxylon transiens n. sp., Protopiceoxylon exstinctum n. gen. et sp. und dazu noch ein paar nicht bestimmbare Arten

Einige bemerkenswerte neuere Funde von Steinkohlenpflanzen in der Dortmunder Gegend : mit Tafel III bis V

von Privatdozent Dr. W. Gothan, Berli