scholarly journals ASSESSING THE IMPACT OF SERVICE RECOVERY STRATEGIES ON PROCEDURAL JUSTICE IN HIGHER EDUCATION INSTITUTIONS

2020 ◽  
Vol 8 (3) ◽  
pp. 230-239
Author(s):  
Steven Kayambazinthu Msosa ◽  
◽  
Gona Govender ◽  
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Procedural Justice ◽  
Public Universities ◽  
Higher Education Institutions ◽  
Service Recovery ◽  
Education Sector ◽  
Recovery Strategies ◽  
The Impact ◽  
Purposive Sample

Students in higher education institutions encounter different problems which are normally reported through the appropriate complaints channels. Sometimes institutions and their employees do not address the reported problems on time due to systematic issues such as internal processes or procedures which are cumbersome. This paper assessed the impact of service recovery strategies (speed and empowerment) on procedural justice in higher education institutions. The study was conducted across three public universities in South Africa using a purposive sample of 430 students. The findings showed that speed and empowerment have a positive and significant impact on procedural justice. The findings underpin the importance of fairness in the procedures being used to address student problems. Besides, the study could help faculty and institutional managers to pinpoint areas that are hindering the smooth running of the operations and interface between students and employees of the universities. This study contributes to the literature on procedural justice in the higher education sector and provides an analysis of students' experiences from the developing world where infrastructural and financial challenges contribute to the final recipe.

scholarly journals ASSESSING THE INFLUENCE OF SERVICE RECOVERY STRATEGIES ON DISTRIBUTIVE JUSTICE IN HIGHER EDUCATION INSTITUTIONS

2019 ◽  
Vol 77 (4) ◽  
pp. 478-488
Author(s):  
Steven K. Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Higher Education ◽  
Distributive Justice ◽  
Service Failure ◽  
Higher Education Institutions ◽  
Service Recovery ◽  
Cross Sectional ◽  
Non Profit ◽  
Recovery Strategies ◽  
Quantitative Descriptive ◽  
The Impact

In recent times, students in higher education institutions have raised their expectations and are becoming less tolerant to poor service. The reality is that service failures are bound to happen. However, effective service recovery strategies could minimise the impact of service failure. The aim of this research was to analyse the influence of service recovery strategies on distributive justice in higher education institutions. A total of 430 students from three public universities in South Africa participated in this research as respondents. The research adopted a quantitative, descriptive and cross-sectional approach. The findings of this research showed that compensation and explanation have a positive and significant influence on distributive justice. Furthermore, the results showed a positive and insignificant influence of apology on distributive justice. The findings of this research are a wake up call to higher education institutions to focus on the two strategies of service recovery, namely explanation and compensation to achieve distributive justice. Thus, higher education institutions should firstly, focus on the use of an explanation to achieve distributive justice because it is offered at no cost compared to compensation which normally wears a financial face. This is based on the fact that higher education institutions are non profit making institutions such that they cannot afford to offer financial compensation on regular basis to address student problems. Ultimately, higher education institutions are advised to consider the severity of service failure before offering any form of service recovery to avoid double deviation. Keywords: distributive justice, field-based research, higher education institutions, service failure, service recovery strategies.

scholarly journals The Impact of Service Recovery Strategies and Justice Theory upon Customer Satisfaction in Airline Industry of Pakistan.

2019 ◽  
pp. 25-38
Author(s):  
Muhammad Hassan Waheed ◽  
Naimat Ullah Khan
Keyword(s):  
Customer Satisfaction ◽  
Procedural Justice ◽  
Airline Industry ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Justice Theory ◽  
Recovery Strategies ◽  
Front Desk ◽  
The Impact

With the rapid growth of the services industry in Pakistan which is more than fifty percent of GDP, organizations focus more on their service recovery strategies to keep high the level of customer satisfaction. The basic theme of this research is to judge the customer satisfaction with respect to the elements of Justice Theory (Distributional, Interactional and Procedural Justice) and Service Recovery Strategies, SRS (Apology, Compensation, and Speed). For this purpose, the data is collected with the help of a questionnaire from 115 passengers at Peshawar Airport Pakistan. The results show that all three elements of SRS (Compensation, Speed, and Apology) and two components of Justice Theory (Interactional and Distributive) have a significant positive relationship with customer satisfaction. The only element that has shown insignificant value is procedural justice. The results also indicate that the compensation element of service recovery and interactional justice of Justice Theory have a higher impact on customer after facing a service failure from any Airline company during traveling. The findings suggests that companies should invest more in their front desk employees and should have a recovery strategy that has a major focus on compensation – an element of justice theory – for losses.

scholarly journals The Impact of an Apology and Explanation on Interactional Justice in Higher Education Institutions

2020 ◽  
Vol 10 (4) ◽  
pp. 111
Author(s):  
Steven Kayambazinthu Msosa ◽  
Courage Mlambo
Keyword(s):  
Higher Education ◽  
Classroom Management ◽  
Higher Education Institutions ◽  
Interactional Justice ◽  
Library Services ◽  
Public Higher Education ◽  
Full Time ◽  
The Impact ◽  
Academic Services ◽  
Purposive Sample

Recently, students have been very vocal against poor services being offered by higher education institutions. These services range from lectures, registration, classroom management, examinations, transport, library services, housing or residence to the cafeteria. There is a perception that higher education institutions are not doing enough to address the challenges students are encountering even when such grievances or concerns are raised. Therefore, this study analysed the impact of an apology and explanation on interactional justice with respect to both academic and non-academic services. In addition, students' perceptions of an apology, explanation and interactional justice were evaluated. Respondents were selected from a purposive sample of 430 full-time students drawn across three public higher education institutions and data were collected using a self-administered quantitative questionnaire. Data were analysed using the SPSS and Smart PLS3. The findings of this study showed that both an explanation and an apology have a positive and significant impact on interactional justice in higher education institutions. The results also showed that students were largely satisfied with the explanation given than their perception of an apology and interactional justice. This study underpins the need for institutional managers to foster interaction between the institution and aggrieved students. Higher education institutions should offer an apology and explanation if necessary to pacify any animosity that may arise as a result of a poorly delivered service.

scholarly journals An exploration of stereotype perceptions amongst support staff within a South African higher education institution

2014 ◽  
Vol 14 (1) ◽  
Author(s):  
Given R.B. Moloto ◽  
Lizelle Brink ◽  
J. Alewyn Nel
Keyword(s):  
Higher Education ◽  
South Africa ◽  
South African ◽  
Higher Education Institutions ◽  
Education Institution ◽  
Support Staff ◽  
Research Approach ◽  
Higher Education Institution ◽  
Diverse Workforce ◽  
The Impact

Orientation: After the 1994 democratic elections, South African organisations had to replace discriminatory policies with new policies to integrate all people and to embrace diversity. As a consequence stereotypes may be more prevalent in diverse working environments.Research purpose: The objective of this study was to explore the experience of stereotypes amongst the support staff within a higher education institution.Motivation for this study: Changes within South African working environments, and specifically higher education institutions, resulted in more diverse management teams and a more culturally diverse workforce. With this in mind, the experience of stereotypes may become more prevalent within South African working environments. Many researchers have focused on stereotypes; however, studies on stereotypes within South Africa are limited, especially within higher education institutions. Research approach, design and method: The research approach was qualitative and a case study design was employed. A combination of both quota and convenience sampling was used. The sample consisted of (N = 30) support staff within a higher education institution in South Africa. Semi-structured interviews were used to collect data.Main findings: The results indicated that the participants do experience stereotypes within their workplace and also hold stereotypes of other people within their workplace. The most prevalent stereotypes mentioned by participants were age, gender, racial and occupational stereotypes. There is also an indication that stereotypes have cognitive, emotional and behavioural effects on the stereotyped.Practical/managerial implications: Organisations should do away with stereotyping by embracing and managing diversity and dealing with stereotypes, specifically within higher education institutions. When managers are aware of stereotypes and the effects thereof in the organisation, they can make every effort to eradicate the stereotypes and address the impact thereof.Contribution: In an environment where there is a diverse workforce, stereotyping is more likely to exist. This study will provide useful information about stereotypes within a higher education institution seeing that there are a limited number of studies on this topic within South Africa and within this specific occupation. The results of the study will enlighten the organisation to become more aware of stereotypes and the debilitating impact that they have on the individual and the organisation, thereby providing the organisation with the opportunity to address stereotypes and the impact thereof on employees and the organisation.

“Taming the black elephant”: assessing and managing the impacts of COVID-19 on public universities in Australia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Garry D. Carnegie ◽  
Ann Martin-Sardesai ◽  
Lisa Marini ◽  
James Guthrie AM
Keyword(s):  
Higher Education ◽  
Public Universities ◽  
Organisational Change ◽  
Education Sector ◽  
Annual Reports ◽  
Content Type ◽  
Overseas Students ◽  
Employment Conditions ◽  
Social Risks ◽  
The Impact

Purpose The Australian higher education sector faces severe risks from the consequences of COVID-19. This paper aims to explore these risks, their immediate impacts and the likely future impacts. The authors specifically focus on the institutional financial and social risks arising from the global pandemic. Design/methodology/approach The authors collect data using the 2019 annual reports of the 37 Australian public universities and relevant media contributions. The findings of identified sector change are interpreted through Laughlin’s organisational change diagnosis. Findings The sector confronts significant financial and social risks because of its over-reliance on income from fee-paying onshore overseas students resulting in universities primarily undertaking morphostatic changes. These risks include job losses, changing employment conditions, mental health issues for students, scholars, other staff, including casual staff, online learning shortfalls and the student expectations of their university experience. The study reveals how many of these risks are the inevitable consequence of the “accountingisation” of Australian public universities. Practical implications Despite material exposure, the universities provide only limited disclosure of the extent of the risks associated with increasing dependence on overseas student fees to 31 December 2019. The analysis highlights fake accountability and distorted transparency to users of audited financial statements – a major limitation of university annual reports. Originality/value Research on the Australian higher education sector has mainly focussed on the impact of policies and changes. The public disclosure of critical risks taken by these universities are now addressed.

Digital Literacy Skills as Prerequisite for Teaching and Learning in Higher Education Institutions

Mousaion ◽  
2021 ◽  
Vol 39 (2) ◽  
Author(s):  
Tlou Maggie Masenya
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Digital Literacy ◽  
Teaching And Learning ◽  
Higher Education Institutions ◽  
Digital Technologies ◽  
Literacy Skills ◽  
Mobile Technologies ◽  
Effective Use ◽  
The Impact

The advent of digital technologies has brought about new opportunities and challenges to the education system globally. The use of digital technologies by educators in Higher Education Institutions (HEIs) is a portal for innovative teaching and learning. While there is a gradual increase in the use of these innovative technologies by HEIs in South Africa, there is still a long way to transform the educational system fully. Effective use of digital technologies in teaching and learning needs a certain level of digital literacy. Digital literacy enhances teaching and learning by helping educators integrate and use digital technologies, while equipping students with skills to access the internet effectively. The impact of digital technology has beaconed the need of educators to acquire 21st-century skills. Digital literacy skills are critical in realising the potential and benefits of digital technologies. This paper investigates the importance of digital technologies in education and the impact of digital literacy skills on the effective use of these technologies in HEIs in South Africa. Data collection was primarily based on a critical review of literature relating to the application of mobile technologies in HEIs in South Africa. The results revealed various barriers inhibiting educators from adopting mobile technologies in teaching and learning, including lack of digital literacy skills, time constraints, unwillingness to change, lack of educator confidence, poor technological infrastructure, and lack of digital or mobile devices. The study provides recommendations to enable and inspire educators in HEIs to use mobile digital technologies effectively.

scholarly journals Corporate governance practices at higher education institutions in South Africa

2007 ◽  
Vol 1 (2) ◽  
pp. 105-122
Author(s):  
Ben Marx
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Corporate Governance ◽  
Higher Education Institutions ◽  
Education Sector ◽  
Regulatory Requirements ◽  
Strict Adherence ◽  
Governance Practices ◽  
Sound Management

South Africa boasts a vibrant higher education sector, with more than a million students enrolled in its higher education institutions. These institutions constitute highly complex organisations, with many and varied stakeholders and with budgets running into hundreds of millions of rands. Sound management and strict adherence to corporate governance principles and practices are essential to the success of these institutions. This will include the establishment of a well-balanced, independent and diligent council, as well as properly constituted and effective sub-committees of council. Of these sub-committees, the audit and finance committees are sure to play a pivotal part in ensuring financial discipline and adherence to sound corporate governance principles and practices. The principal aim of this paper will be to focus on the basic governance-regulatory requirements of higher education institutions in South Africa, and to benchmark these requirements against the corporate governance principles and practices required by King II.

scholarly journals The choice of public universities in a restructured and transforming Higher Education landscape: a student perspective

2016 ◽  
Vol 14 (3) ◽  
pp. 276-282 ◽  
Author(s):  
Soobramoney Penceliah ◽  
Samkele V.M. Konyana ◽  
Mandusha Maharaj
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Public Universities ◽  
Higher Education Institutions ◽  
Jel Classification ◽  
Metropolitan Region ◽  
Student Perspective ◽  
University Management ◽  
Cross Sectional ◽  
First Choice

The central tenet of the new Constitution of South Africa is to create equal and socially just economic order. This resulted in the higher education sector being restructured through incorporations and mergers. The limited financial resources, forces universities to evaluate and review their marketing strategies in order to attract suitably prepared and qualified students. The universities have not fully explored the role played by choice factors in influencing the students’ decision of enrolling at a particular university. The purpose of this study is to identify the factors that may influence students in their choice of selecting a public university in the Tshwane Metropolitan Region, South Africa. An empirical study was conducted amongst first year students at two public universities in the Tshwane Metropolitan Region, Pretoria. The study design was quantitative in nature, using a descriptive technique, cross sectional and collected data through the application of a non-probability sampling being utilized to obtain data from a sample of 216 respondents. The results of this study suggest that South African education landscape has evolved towards a market-orientated system in which Higher Education Institutions operate as businesses with marketing challenges. The results provide HEIs a guide to identify the key factors that influence students in the selection of a university in a developing country. University management should take cognizance of the gaps and position the university as an institution of first choice in South Africa. Keywords: demographics, choice factors, universities, higher education institutions (HEIs). JEL Classification: M31, L14, L31

scholarly journals The impact of Perceived Justice on Students’ Negative Emotional Responses during Service Recovery

2020 ◽  
Vol 9 (5) ◽  
pp. 230
Author(s):  
Steven Kayambazinthu Msosa
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Negative Emotions ◽  
Service Recovery ◽  
Emotional Responses ◽  
Interactional Justice ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Perceived Justice ◽  
The Impact

This study sought to evaluate the impact of perceived justice on students’ negative emotional responses during service recovery. Quantitative, descriptive multi-variate regression analysis and a cross-sectional study were undertaken using a judgmental sample of 430 students drawn from three public Higher Education Institutions in South Africa. The results of this study showed that all the dimensions of justice, viz. procedural, distributive and interactional justice, have a negative and significant impact on negative emotions. The findings of this study could assist Higher Education institutional managers to interrogate the fairness of the processes used in Higher Education Institutions to address student grievances because they have a negative and significant impact on students’ negative emotions.

Challenges Posed by Information and Communication Technologies (ICT) for South African Higher Education Institutions

10.28945/2679 ◽  
2003 ◽  
Author(s):  
ME Herselman ◽  
HR Hay
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Information And Communication Technologies ◽  
Teaching And Learning ◽  
Driving Forces ◽  
Higher Education Institutions ◽  
Communication Technologies ◽  
Revolutionary Change ◽  
Information And Communication ◽  
Teaching Learning

Information and Communication Technologies (ICT) are the major driving forces of globalised and knowledge-based societies of a new world era. They will have a profound impact on teaching and learning for two decades to come. The revolutionary change which is taking place in Information and Communication Technologies (ICTs), has dramatic effects on the way universities carry out their functions of teaching, learning and research, particularly on the creation, dissemination and application of knowledge. These developments pose unprecedented challenges to higher education institutions (HEIs) in developing countries particular in South Africa as South Africa is viewed as the leading country on the continent.

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