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An internal communication assessment of the George municipality

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dc.contributor.advisor Angelopulo, G.C. (Prof.) en
dc.contributor.author Opperman, Yvonne en
dc.date.accessioned 2009-08-25T11:01:37Z
dc.date.available 2009-08-25T11:01:37Z
dc.date.issued 2009-08-25T11:01:37Z
dc.date.submitted 2007-02-28 en
dc.identifier.uri http://hdl.handle.net/10500/2223
dc.description 1 online resource ([13], 172 leaves)
dc.description.abstract The concept of a service-oriented approach and the role of communication in such an approach is nothing new. Service management and marketing are two constructs that are deemed invaluable for an organisation operating in the current competitive and seamless globalised business environment. Literature proposes that a market-oriented point of view is not enough anymore to achieve a competitive advantage; the core solution to an organisation's problems should lie in a management perspective that understands the internal value-generating processes of customers and employees alike. This study strives to assess the role of internal communication in creating a service-oriented approach. Particular attention is given to the support that communication can provide to an organisation wishing to establish a service-oriented approach. The evolution of the service-oriented approach is discussed along with the internal and external changes that took place in the organisational environment. A service-orientation as a possible answer to environmental changes is discussed. An assessment of the contribution of communication to service orientation was undertaken. The results of the research undertaken have led to the deduction that internal communication at George Municipality is not effective. en
dc.language.iso en en
dc.subject Service management en
dc.subject Service marketing en
dc.subject The Gap Analysis Model en
dc.subject Internal communication en
dc.subject Communication models en
dc.subject Service-oriented approach en
dc.subject Internal communication assessment en
dc.subject Communication solutions en
dc.subject.ddc 658.450968737
dc.subject.lcsh Communication in organizations--South Africa--George
dc.subject.lcsh Municipal government--South Africa--George
dc.title An internal communication assessment of the George municipality en
dc.type Thesis en
dc.contributor.email djagegjj@unisa.ac.za en
dc.description.department COMMUNICATION SCIENCE en
dc.description.degree MA - SPEC IN ORG COMMUNIC en


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