scholarly journals The use of prescribed services marketing strategies by South African advertising agencies

1989 ◽  
Vol 20 (3) ◽  
pp. 108-118
Author(s):  
K. R. Coman
Keyword(s):  
Service Quality ◽  
South African ◽  
Services Marketing ◽  
Marketing Strategies ◽  
Future Research ◽  
Advertising Agencies ◽  
Marketing Literature ◽  
Actual Usage ◽  
Research Findings ◽  
Managerial Strategies

Traditionally, marketing has been characterized by a lack of discrimination between tangible products and intangible services. Many marketing theorists presently subscribe to the view that the parameters of service exchanges are so different as to render conventional, product-based marketing paradigms invalid: However, definitive services marketing normatives remain limited in both range and scope. The author investigates specific services marketing strategies that have been prescribed in the services marketing literature. These strategies are assessed in terms of their actual usage amongst a sample of 44 advertising agencies. The research findings revealed that: (i) five marketing/managerial strategies were in common use - service quality, creativity, client-bonding, planning strategically, and operating efficiently; (11) advertising agencies freedom to adopt broader portfolios of services marketing strategies was constrained by their openness to client demands, and their emphasis upon having agency personnel serve as tangible service proxies. The implications of these findings and future research avenues in services marketing are discussed.

scholarly journals Patient Satisfaction Measurement For In-Hospital Services Delivered By Nurses: Guidelines For Improving Practice In Africa

2015 ◽  
Vol 6 (1) ◽  
pp. 23-36
Author(s):  
Ponce Kokou ◽  
Estelle Van Tonder ◽  
Mornay Roberts-Lombard
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Services Marketing ◽  
Primary Objective ◽  
Marketing Strategies ◽  
World Health ◽  
Level Of Service ◽  
Military Hospital ◽  
Health Organization ◽  
The Military

Hospitals in developing countries in Africa cannot focus on improving only the technological and operational side of their service offering in trying to adhere to the stipulations of the World Health Organization. To truly become competitive and remain viable over the long term, hospitals would also need to attend to their services marketing strategies and ensure that the level of patient service offered is of high quality. Consequently, the primary objective of the research reflected in this article was to explore the level of service provided by the nursing staff at the military hospital in Libreville, Gabon, with regard to the variables of reliability, responsiveness, assurance and empathy. The military hospital has been very successful in attracting more patients, and their achievements could provide valuable guidance to other hospitals on the African continent to improve their practices. The population was defined as all existing patients of the military hospital in Gabon. A systematic probability sampling technique was applied and self-administered questionnaires were distributed to the patients once they had signed the released form. The findings revealed that, in respect of the level of service experienced, the nurses were more successful in addressing the empathy and assurance dimensions of service quality than the responsiveness and reliability dimensions. Overall, though, it seems that all the dimensions measured in the study were adequately addressed by the nurses. By incorporating these dimensions into their services marketing strategies, hospitals in Africa could benefit from improved service quality, patient loyalty, market share, and profit.

scholarly journals Determining shopping mall visitors’ perceptions on mall attributes

2016 ◽  
Vol 14 (3) ◽  
pp. 522-527 ◽  
Author(s):  
Sipho Makgopa
Keyword(s):  
South African ◽  
Descriptive Analysis ◽  
Jel Classification ◽  
Marketing Strategies ◽  
Capital City ◽  
Shopping Mall ◽  
Future Research ◽  
Analysis Method ◽  
Shopping Malls ◽  
Shopping Centre

The challenging retail environment requires a need to manage shopping malls effectively to understand the attributes that attract shopping mall visitors to visit shopping malls. The purpose of the study aimed to determine shopping mall visitors’ perceptions or ratings towards shopping mall attributes they consider when choosing which shopping mall to visit. A quantitative approach was followed to realize research objective using interviewer-administered questionnaires for data collection. The data were collected at shopping centre in the capital city of South Africa, City of Tshwane. A descriptive analysis method was used to analyze the quantitative data. The findings of the study revealed that the shopping mall visitors’ ranked adequate parking availability high. This study contributes to the current literature and provides valuable information to South African retailers and shopping mall developers, with regard to marketing communications and marketing strategies that aim to attract shopping mall visitors. Suggestions for future research are provided. Keywords: shopping mall, shopping motivations, hedonic motivation, utilitarian motivation. JEL Classification: M31, M37

scholarly journals Customers' perception of bank service quality: The importance of employee service quality

1999 ◽  
Vol 2 (1) ◽  
pp. 115-127
Author(s):  
K. K. Govender
Keyword(s):  
Service Quality ◽  
Random Sample ◽  
Financial Services ◽  
Mail Survey ◽  
Services Marketing ◽  
Future Research ◽  
Customer Contact ◽  
Financial Services Marketing ◽  
Limited Opportunity ◽  
Bank Employees

In financial services marketing, especially among banks, there is limited opportunity to impress the customer because services are becoming more automated. This paper reports the findings of a mail survey using self-administered questionnaires, conducted among a random sample of 1050 bank customers. From a usable sample of 190 respondents, it was found that the customers' perception of the overall service quality [SQUAL] is positively associated with their perception of the bank employees' service quality [EQUAL]. This implies that service firm managers need to understand what kind of employee behaviour most effectively serves to satisfy customers, and also discover ways to foster such behaviour by their customer contact employees. An agenda for future research is proposed.

scholarly journals Management of Loyalty and Its Main Antecedents in Sport Organizations: A Systematic Analysis Review

2021 ◽  
Vol 12 ◽  
Author(s):  
Cristina Loranca-Valle ◽  
Pedro Cuesta-Valiño ◽  
Estela Núnez-Barriopedro ◽  
Pablo Gutiérrez-Rodríguez
Keyword(s):  
Service Quality ◽  
Web Of Science ◽  
Scientific Literature ◽  
Search Method ◽  
Marketing Strategies ◽  
Future Research ◽  
Sports Management ◽  
Sport Organizations ◽  
Systematic Analysis ◽  
Sports Organizations

Sports management is booming, thanks to society’s growing interest in sports in general. This work provides an exhaustive review of the scientific literature of one of the variables most coveted by managers: loyalty. Antecedents positively related to loyalty are also conceptualized in this paper. The scientific literature search was limited to the last 15years to achieve a better fit with today’s context. The Web of Science database was the main search method used, along with other, secondary resources, for a total of 328 scientific articles obtained as a base for this review. The results of this study bring together the most representative data in a systematic review of the loyalty variable in the field of sports management: the antecedents of loyalty, the terms with the greatest presence in the theory, the most representative authors and sources of this topic, and so on. One of the most significant results obtained from the review of these 300 bibliographical references is that the factors to be borne in mind for marketing strategies in sports organizations are satisfaction, commitment, trust, and service quality. The literature reflects that these variables, present in studies on loyalty in general, can also be found in the literature on sports management – in particular, satisfaction and service quality. However, few papers include all these antecedents at once, making this an interesting field for future research.

scholarly journals Measuring retail service quality: A replication study

1997 ◽  
Vol 28 (4) ◽  
pp. 123-128 ◽  
Author(s):  
Christo Boshoff ◽  
Nic S. Terblanché
Keyword(s):  
Service Quality ◽  
South African ◽  
United States Of America ◽  
Services Marketing ◽  
The United States ◽  
Recent Past ◽  
Retail Service ◽  
Reliable Instrument ◽  
Quality Instrument ◽  
Retail Service Quality

In the recent past, few services marketing topics have attracted as much attention as the measuring and management of service quality. In this study an instrument developed in the United States of America, which measures the service quality in a South African retail environment, is empirically evaluated. The retail service quality instrument has been shown to be a valid and reliable instrument and the developers' claim of construct reliability can be supported.

scholarly journals The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies: The case of Serbia

2021 ◽  
Vol 9 (1) ◽  
pp. 43-60
Author(s):  
Goran Perić ◽  
Sandra Dramićanin ◽  
Nebojša Pavlović
Keyword(s):  
Organizational Commitment ◽  
Service Quality ◽  
Employee Satisfaction ◽  
Future Research ◽  
Satisfaction Survey ◽  
Job Satisfaction Survey ◽  
Travel Agencies ◽  
Internal Service Quality ◽  
Research Findings ◽  
Research Recommendations

The aim of the research is to observe the influence of internal service quality and employee satisfaction on organizational commitment of employees in travel agencies. A sample of 150 respondents employed in travel agencies in Serbia was surveyed in April 2020, using the questionnaire technique and validated instruments: a modified SERVQAL model, Job Satisfaction Survey (JSS) and Organizational Commitment Questionnaire (OCQ). The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies was tested using multiple regression. Research findings have indicated that the increase in internal service quality and employee satisfaction is accompanied by an increase in organizational commitment of employees in travel agencies. Finally, the results, implications and limitations are presented, and future research recommendations are specified.

Service Quality and Its Impact on Patient Satisfaction: An Investigation in Vietnamese Public Hospitals

2014 ◽  
Vol 2 (1) ◽  
pp. 66 ◽  
Author(s):  
Thanh Cong Nguyen ◽  
Thi Tuyet Mai Nguyen
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Three Dimensions ◽  
Future Research ◽  
Qualitative And Quantitative Methods ◽  
Research Findings ◽  
The Impact

This study explores the relationship between service quality and patient satisfaction in the context of the public hospitals in Vietnam, an emerging economy in Asia. Both qualitative and quantitative methods were used in this investigation. To test the hypothesized relationships, a large survey data were collected and multiple regression analyses were performed. The results provided empirical evidence for the impact of three dimensions of service quality (‘tangibles’, ‘accessibility to healthcare services’, and ‘attitude and medical ethics’) on patient satisfaction. Discussion of the research findings is presented. Implications for hospital management and policy makers, and future research directions are also provided.

scholarly journals Determining consumers’ reasons for visiting shopping malls

2016 ◽  
Vol 12 (2) ◽  
pp. 22-27 ◽  
Author(s):  
Sipho Makgopa
Keyword(s):  
South African ◽  
Descriptive Analysis ◽  
Jel Classification ◽  
Marketing Strategies ◽  
Capital City ◽  
Shopping Mall ◽  
Future Research ◽  
Retail Market ◽  
Analysis Method ◽  
Shopping Malls

The level of competition in the retail market is high and demands a need to manage shopping malls appropriately and understand the general consumer behavior during visits at shopping mall in terms of their main reasons for visiting the mall and attitude in order to attract shopping mall visitors to visit these malls. The purpose of the study aimed to determine consumers’ main reasons for visiting the shopping mall and their frequency of visits at the mall. A quantitative approach was followed to realize research objective using interviewer-administered questionnaires for data collection. The data were collected at regional shopping mall/centre in the capital city of South Africa, Pretoria. A descriptive analysis method was used to analyze the quantitative data. The findings of the study revealed that the consumers visit the shopping mall with certain reasons in mind and the frequencies of visits of these consumers vary. This study contributes to the current literature and provides valuable information to South African retailers and shopping mall managers, with regard to marketing communications and marketing strategies that aim to increase the frequency of visits of consumers at the shopping mall. Suggestions for future research are provided. Keywords: shopping mall, shopping reasons, consumption activities, mall-initiated activities, social activities. JEL Classification: M31, M32

Reading for pleasure : the influence of reading clubs in selected Bahananwa Limpopo primary schools

2020 ◽  
Vol 1 (3) ◽  
pp. 133-155
Author(s):  
Kgomotlokoa Linda Thaba-Nkadimene ◽  
Maletšema Ruth Emsley
Keyword(s):  
South African ◽  
Primary Schools ◽  
Cultural Theory ◽  
Negative Impact ◽  
Positive Influence ◽  
Reading For Pleasure ◽  
Theory Of Reading ◽  
Research Findings ◽  
African Youth ◽  
Reading Clubs

The challenges of reading experienced by learners exerts a negative impact on reading for pleasure, and learners' outcomes. In an attempt to address such reading challenges, Reading Clubs were launched to promote reading for pleasure among South African youth. This study examines the influence of Reading Clubs on learners' attitudes to Reading for Pleasure and the outcomes thereof. The study was informed by the Top-Down Model of Reading and the Cultural Theory of reading for pleasure. Interviews were conducted in five purposively selected schools with five Sparker coaches and five teachers. The research findings reveal a positive influence of Reading Clubs on reading for pleasure and learners' outcomes. This is reflected through improved levels of reading for pleasure. This study ultimately recommends that schools learn from best practices of Reading Clubs, and that government strive to make Reading Clubs a sustainable project.

Cut Flowers Being Sold as Impulse Items: A Look at Factors Affecting Impulse Product Merchandising

HortScience ◽  
1998 ◽  
Vol 33 (3) ◽  
pp. 558c-558
Author(s):  
Jennifer B. Neujahr ◽  
Karen L.B. Gast
Keyword(s):  
Consumer Behavior ◽  
Marketing Strategies ◽  
Easy Access ◽  
Future Research ◽  
Grocery Stores ◽  
Cut Flowers ◽  
Factors Affecting ◽  
New Type ◽  
The 1950S ◽  
The Way

Consumer behavior research seems to play an big role in determining the wants and needs of an industry. This research helps to shape the way we market to the consumers and helps make marketing strategies more effective. In the 1950s grocery stores began to sell horticulture products in order to alleviate the growers' surplus. Supermarkets now have seem to found their niche in this market due to the fact that they can influence their consumers to buy their flowers right along with their bread, and get all of their shopping done at once. This new type of sale, commonly referred to as the impulse sale, can relate directly to how well the store is merchandised and maintained. A study was conducted at a local supermarket, to determine the following: good locations for impulse sales items, special conditions affecting impulse sales items, and what types of things could affect demand for impulse items. It was discovered that certain locations make better sales than other locations. Locations that were front and center and allowed easy access to seeing the mixed flower bouquet without having to touch it yielded the best results. The variables used to show a change in demand showed little to some variability and has raised some questions which may be used to conduct future research.

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