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The impact of performance-based reward system (PBRS) on customers' perceived service outcomes

Kealesitse, Botshabelo (2009) The impact of performance-based reward system (PBRS) on customers' perceived service outcomes. PhD thesis, Victoria University.

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This research examined the impact of PBRS on public sector service quality in Botswana by exploring whether different levels of customer oriented PBRS schemes impact customers’ perceptions of service quality. Six government departments were examined, three categorised as having high levels of customer focus in their PBRS plans and three as having low levels of customer focus in their PBRS plans. Marketing research generally suggests that customer orientation should improve organisational performance and bring about high levels of customer satisfaction in both private (Narver & Slater, 1990) and public sector organisations (Cheng et al., 2004). Thus, it would be anticipated that customers should potentially be more satisfied if departments’ reward schemes were more customer focused. In that regard, it was expected that government departments having high customer oriented PBRS would perform better (i.e. have more satisfied consumers) than departments with low levels of customer focused PBRS programs.

Item Type: Thesis (PhD thesis)
Uncontrolled Keywords: Performance-based reward schemes, Service quality, Customer perceptions, public sector, Botswana
Subjects: FOR Classification > 1505 Marketing
Faculty/School/Research Centre/Department > School of Hospitality Tourism and Marketing
FOR Classification > 1503 Business and Management
Depositing User: VU Library
Date Deposited: 05 May 2010 05:56
Last Modified: 23 May 2013 16:42
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