Effectiveness Of Service Delivery System Of Electronics Sale Companies A Study Of Structural Level And Managers Origin

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dc.contributor.authorLOI HIN, CHIN
dc.date.accessioned2016-08-02T08:30:12Z
dc.date.available2016-08-02T08:30:12Z
dc.date.issued1999-05
dc.description.abstractThe main purpose of this study was to determine the effect Oi' twO of the attributes of electronic sales companies on the effectiveness of the servi(:e delivery system. The two attributes studied were the origin of managers; local or foreign, and the number of hierarchical levels between the top management of the sales organization and the firstline contact persons. Effectiveness of the servIce delivery system are usually quantified in terms of revenue, however it was not possible to ascertain the exact revenue (Christopher, 1983) of the companies generated from the effectiveness of the system. Thus it was' necessary to use a surrogate measurement for the effectiveness via the service quality measure. Effectiveness was determined from within the organization by looking at the services that the sales companies provide, whereas service quality looked at this same effectiveness but from the customers' viewpoint. The two attributes were solicited from the sales compames by means of mail questionnaires and the servIce quality levels for each of these companIes were obtained by means of modified service quality instrument obtained from the customers of these sales companies. The modified service quality instrument was adapted from an earlier study by Dabholkar, Thorpe, and Rentz, (1996) which itself was based on the SERVQUAL instrument by Parasuraman et al. (1990).en_US
dc.identifier.urihttp://hdl.handle.net/123456789/2346
dc.subjectEffectiveness Of Service Delivery System Of Electronics Sale Companiesen_US
dc.subjectA Study Of Structural Level And Managers Originen_US
dc.titleEffectiveness Of Service Delivery System Of Electronics Sale Companies A Study Of Structural Level And Managers Originen_US
dc.typeThesisen_US
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