Constructing an Integrated Service Excellence Model for the Police

ISBN-13: 9786205490822 / Angielski / Miękka / 364 str.

John Motsamai Modise; Derek Taylor

Opis

This study is set within the South African Police Service (SAPS). The purpose of the study is to construct an integrated service excellence model, in order to improve service quality in the South African Police Service as a whole and to continuously improve service excellence in the assistance provided in the Northern Cape in particular.Furthermore, the study was intended to identify gaps in the quality of services provided by the SAPS to the various communities in the Northern Cape. The development of a service excellence model for the assessment of the services provided by the SAPS is justified, because it is an essential means to improving the services rendered, which will be beneficial to both the SAPS and the community.Service failures negatively impact relationships and marketing efforts and thus complicate service providers relationship-building efforts. Therefore, service providers endeavor to restore customers post-recovery satisfaction through service recovery efforts to retain their customers. However, the influence that customers relation ship intentions have on this process has not been considered.

O autorze

John Motsamai Modise- PhD in Philosophy- Public Administration: Philosophy - Public Administration. PhD in Education: Education Management: Unisa University. M.A in Management: Management Sciences: Southern Business School. M.A in Policing Sciences: Police Management Tshwane University. M.A: Education Management: Unisa University- Pretoria.