Number 1 ♦ 2010 SERVICE QUALITY IN THE PUBLIC SERVICE Prabha Ramseook-Munhurrun‚ University of Technology‚ Mauritius Soolakshna D. Lukea-Bhiwajee‚ University of Technology‚ Mauritius Perunjodi Naidoo‚ University of Technology‚ Mauritius ABSTRACT The purpose of this paper is to obtain a better understanding of the extent to which service quality is delivered within the Mauritian public service by drawing on front-line employees (FLE) and customer perceptions of service quality. The paper
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PART TWO: SELF-ASSESSMENT (PRE-FEEDBACK) The first self-assessment that I completed was the Myers-Briggs Type Indicator (MBTI). “The MBTI is primarily concerned with the valuable differences in people that result from where they like to focus their attention‚ the way they like to take information‚ the way they like to decide‚ and the kind of lifestyle they adopt” (Myers‚ 1962‚ p. 2). This self-assessment was very helpful in allowing me to see how I like to connect with my surroundings and the outside
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trajectories. One such new trajectory is the concern with national culture. Whereas traditional IB research has been concerned with economic/legal issues and organizational forms and structures‚ the importance of national culture – broadly defined as values‚ beliefs‚ norms‚ and behavioural patterns of a national group – has become increasingly important in the last two decades‚ largely as a result of the classic work of Hofstede (1980). National culture has been shown to impact on major business activities‚
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SERVICE QUALITY AND CUSTOMER SATISFACTION AT ISS FACILTIY SERVICE COMPANY (CLEANING SERVICE) Kalyan Malla Bachelor’s Thesis May 2012 Degree Programme in Facility Management To0urism‚ Catering and Domestic Services DESCRIPTION Author(s) MALLA‚ Kalyan Type of publication Bachelor´s Thesis Pages 57 Confidential ( ) Until Date 07.05.2012 Language English Permission for web publication (X) Title SERVICE QUALITY AND CUSTOMER SATISFACTION AT ISS FACILTIY SERVICE COMPANY (CLEANING
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Culture Defined Culture is a complex term that consists of so many things. At the base of culture one would find people who live in social groups and share a way of living which separates them from other human groups. A culture may include rituals‚ religion‚ economic systems‚ language‚ a style of dress‚ a way of cooking‚ and a political system. People who share a culture typically follow the same rules and form a social society. Culture is not inherited‚ but must be learned and shared. A culture
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The case United Cereal‚ one of the leaders in breakfast cereals‚ is trying to increase its share in the worldwide 21 billion Dollar market. Because it’s time to change something‚ to keep up with the market rivals and due to other different issues Ms. Laura Brill now challenges whether she should proceed with a “Eurobrand” strategy‚ which is an single model for whole Europe‚ or remain with the subsidiary-led country-by-country model. The two opportunities If Ms. Laura Bill could develop and apply
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Organisational Climate – An Indicator to Organisational Health and Performance By Berinder Singh Kullar Research Scholar – CMJ University‚ Shillong Under guidance of Dr Manjeet Kaur Kaushal CMJ University (Faculty of Management and Commerce) Introduction Organisations are distinguishable in many ways from each other in ways the employees feel‚ behave and work. The attitudes of employees vary in terms of their behavior towards their job‚ towards their co-workers‚ towards their customers
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RAP submission on The key factors or indicators in the motivation of employees of CARE International in Zimbabwe. By Hughes Wonder Semu. September 2008. Table of contents 1. Introduction…………………………………………………………………………....4 General background…………………………………………………………..............4 Objectives…………………………………………………………………………….4 Organizational background…………………………………………………………...4 Organizational structure………………………………………………………………5 2. Literature review and information gathering…………………………………………
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The “culture war” in American lives is more religious than political as many of us tend to think. What we see reflected in the contemporary voting patterns is simply a restructuring in American religion which has played an undeniable role in the politics of the nation. It has been‚ currently is‚ and almost certainly will be an important aspect of our politics. It is this religious obsession that has fueled our century-long “culture war.” Providing the context within which political beliefs and
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policy based on performance (Carlos‚ 2009‚ p731). To discuss the development of performance management‚ I could use many examples within the public sector however I am going to concentrate on three key examples: Local Government‚ Health services and Fire and Rescue Service. I will focus on the performance regimes in the UK since 1999. Kloot & Martin (2000) made an important distinction between measuring performance and managing performance (Verbeeten‚ 2008‚ p431). Performance measurement is one aspect
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