2024-03-28T23:18:33Zhttps://uir.unisa.ac.za/oai/requestoai:uir.unisa.ac.za:10500/252232019-01-30T01:00:25Zcom_10500_2734com_10500_37com_10500_25com_10500_21637com_10500_21636com_10500_506col_10500_2735col_10500_21673col_10500_507
A total quality service framework for private higher education in South Africa
Van Schalkwyk, Riaan Dirkse
Steenkamp, R. (Rigard)
The primary purpose of this study was to develop an industry-specific total quality service framework (as a potential basis for an established total quality service model) for private higher education institutions in South Africa. The framework (as a tool) will contribute to the need to manage service quality of these institutions on a holistic and strategic basis. Service quality is a challenge for any enterprise, especially for those in the service industry. It is of particular concern for private higher education institutions and one of their key challenges due to the increasingly competitive, marketing-oriented and highly regulated environment. In this environment, these institutions have to function, survive and compete, not only with one another, but also with public institutions of higher education. Competition is on the increase, and private higher education institutions need to find new ways to compete if they wish to survive in this dynamic service industry environment. The offering of excellent service quality could add to the long-term sustainability of private institutions and it could therefore also be the differentiating factor for success.
The literature review for this study suggested that service quality can only be improved by identifying industry-specific service quality dimensions as a basis for the development of industry-specific frameworks and models. Using a mixed methods research approach (exploratory sequential mixed methods research design), this research was conducted on six private higher education institutes with 13 sites of delivery. Stage 1 of the study consisted of the qualitative exploration of total quality service dimensions from a top management perspective by means of semi-structured in-depth interviews following a conversational mode. A thematic analysis approach was applied during the data analysis. The validity and reliability of the data were tested via different strategies of trustworthiness. The instrument development stage was added as an intermediate stage of the research study. The developed instrument was informed and complemented by literature as well as the qualitative findings. Stage 2 of the research study consisted of the quantitative exploration of the importance of total quality service dimensions from the perspective of the internal (lecturers) and external (students) customers. The questionnaire was distributed via e-mail to all specified students and lecturers of selected private higher education institutions in the sampling frame. Data analysis included an exploratory factor analysis approach, which was followed by a confirmatory factor analysis. A conceptual measurement model was presented consisting of five 26 dimensions (variables) represented by five primary constructs. Both the internal and composite reliability scores were strong and the confirmatory factor analysis yielded a model with good fit. The modified conceptual model demonstrated evidence of unidimensionality and construct validity. The final step in the data analysis process represented thematic analysis of responses to the only open-ended question in the questionnaire, which yielded additional service quality dimensions.
The application of the exploratory sequential mixed methods research design thus culminated in the final total quality service framework, which consists of selected top management perspectives (qualitative stage), the conceptual measurement model (quantitative stage) and the additional service quality dimensions identified from the open-ended question analysis. The current study was a pioneering effort that bridged a significant gap with the development of the first total quality service framework for private higher education institutions in South Africa. The framework provides the first building blocks towards a comprehensive total quality service model for measuring, managing and continuous improvement of total quality service in private higher education in South Africa.
2018-07
Thesis
en
http://hdl.handle.net/10500/25223
http://uir.unisa.ac.za/bitstream/10500/25223/1/thesis_van_schalkwyk_rd.pdf
e40f5fe416159d174ba68d545294eede
http://uir.unisa.ac.za/bitstream/10500/25223/2/license.txt
d092ffbe1a6c5204ac648c7060f5ae6a
http://uir.unisa.ac.za/bitstream/10500/25223/3/thesis_van_schalkwyk_rd.pdf.txt
d1e2150de86d887bce251c802ba94137
378.040968
Private universities and colleges -- South Africa -- Administration
Total quality management in higher education -- South Africa
Education, Higher -- South Africa -- Quality control
oai:uir.unisa.ac.za:10500/220762018-11-17T13:06:33Zcom_10500_21637com_10500_21636com_10500_25com_10500_506col_10500_21673col_10500_507
On modelling the transmission of the Human Immunodeficiency Virus (HIV) in a closed mixed society
Mudimu, Edinah
Engelbrecht, Gerhard N.
Swanepoel, Christiaan J.
This thesis sought to develop an agent-based model that replicates the formation of social and sexual partnerships in real-world settings with an eventual aim of revealing the main drivers of the HIV pandemic
in a closed mixed society. Agent-based modelling is a computational modelling approach that allows for the simulation of the actions and interactions of autonomous agents, with the eventual objective of disovering global effects on the system. This modelling technique is less dependent on generalisations and does not average out the behaviour of individuals. Sexual partnerships formed in the model goes through the process of dating, courting and has a chance of developing into marriage as well as the possibility of breaking up or undergo divorce. Sexual partnership formation is based on a likeability index calculated using aspiration, attractiveness and age. Over and above the the sexual relationships we include commercial sex work. Commercial sex work depends mainly on the availability of female sex workers and their clients. We superimpose the spread of HIV on the social and sexual network model. Results from the model reveal that saturation of HIV prevalence is driven by the social and sexual network structure, behaviour change as well as biologic factors. Excluding commercial sex work in the model resulted in a decrease in HIV prevalence and incidence. Dense social networks resulted in a dense sexual network which consequently increased HIV incidence. A change in the infection probability per coital act contributed significantly to a change in incidence and prevalence levels. Model results also show that enrolling all HIV positive agents on antiretroviral therapy (ART) as from 2016 simulation year will help in curbing
HIV transmission if zero dropout rate from ART is assumed. Therefore, on concomitant action to avoid dropouts from ART is necessary if full benefits of introducing ART to all HIV positive individuals are to be realised.
2016-06
Thesis
en
http://hdl.handle.net/10500/22076
http://uir-dev6.unisa.ac.za/bitstream/10500/22076/1/thesis_mudimu_e.pdf
5e873f48527d9ee52e1a4b7161973ef2
http://uir-dev6.unisa.ac.za/bitstream/10500/22076/2/license.txt
d092ffbe1a6c5204ac648c7060f5ae6a
http://uir-dev6.unisa.ac.za/bitstream/10500/22076/3/thesis_mudimu_e.pdf.txt
f06e19a2ba1c127c7438b51f76d96c01
HIV
Partnership formation
Agent-based model
Social networks
Sexual networks
Antiretroviral therapy
Antiretroviral drugs
Commercial sex workers
Drop out
Social simulation
616.97920072
HIV (Viruses) -- Research -- South Africa
HIV infections -- Research -- South Africa
HIV (Viruses) -- Transmission -- Research -- South Africa
HIV infections -- Transmission -- Research -- South Africa
HIV-positive persons -- Care
HIV (Viruses) -- Transmission -- Research -- South Africa
oai:uir.unisa.ac.za:10500/20242018-11-17T13:04:48Zcom_10500_21637com_10500_21636com_10500_25com_10500_21644com_10500_506col_10500_21673col_10500_21679col_10500_507
A framework for the implementation of total quality management in the South African Air Force
Oschman, Jacobus Johannes
Ströh, E.C. (Dr.)
Auriacombe, C.J. (Dr.)
The quest for excellence in institutions is nothing new. Most of the twentieth century saw management sciences grappling with the question how to improve the productivity and general health of institutions through sound management principles and practice. In recent research, proponents of Total Quality Management have identified it as an essential strategy of successful institutions in a highly competitive and rapidly changing business environment.
The overall aim of this study is the development of a framework for the implementation of Total Quality Management in the South African Air Force. As a first prerequisite, a theoretical and conceptual analysis is undertaken of Total Quality Management as it is discussed in a vast volume of published literature. In the process, Total Quality Management philosophy and principles are described within the context of organisational theory, mainly based on so-called quality guru prescriptions. The variety of definitions of Total Quality Management is studied to find an appropriate definition for this study. The primary and supportive Total Quality Management dimensions are identified in the available literature, and integrated into a framework, which is called the "Total Quality Management telescopic framework" for the purposes of the study. This framework is formulated for use in the development of an appropriate methodology to implement Total Quality Management in South African Air Force Bases. As a basis for the understanding of the empirical part of the thesis, the context and nature of the SA Air Force are also discussed, followed by the self-assessment methods already in use in the institution.
The Total Quality Management telescopic framework is meant to provide a mechanism for the adoption of a systematic and ordered approach to the implementation of Total Quality Management in SA Air Force Bases. To achieve this objective, a structured questionnaire survey is undertaken to establish the nature and extent of Total Quality Management as an internal organisational arrangement for personnel in SA Air Force Bases. The framework developed from the study of the available literature is used as a basis for the survey research, which attempts to determine the main hypothesis of the study: "The attitude of personnel of the South African Air Force Bases towards the primary and supporting dimensions of the framework for the implementation of Total Quality Management is positive."
With the aid of computerised reliability analysis (Alpha Cronbach) for the test, the above hypothesis is proven to be true on a statistical basis. The attitude of personnel at SA Air Force Bases towards the nature and scope of Total Quality Management is that it enables them to perform their daily tasks better, and that they accept the Total Quality Management effort positively, in spite of specific deficiencies, which the study has brought to light. With these deficiencies as a guide, recommendations are made for their elimination. The research undertaken during the course of writing the thesis has led to the deduction that the greater the extent to which Total Quality Management principles is applied, the greater the improvement in work performance among personnel.
2009-08-25T10:59:07Z
Thesis
en
http://hdl.handle.net/10500/2024
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/1/04chapter4.pdf
a6f054cf9ea763a607f9b4ee538f4f0b
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/2/12appendixbc.pdf
e98c78b4d66609097f0b8a67311004a5
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/3/02chapter2.pdf
502c2198c08eee12809e9c93f041ad5e
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/4/00front.pdf
0b412fca50a96b53e10151018af8a227
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/5/08chapter8.pdf
752955830f4b8ee7d07f5348aae50a43
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/6/06chapter6.pdf
a22e667c8e11a1f612d1291359c8717c
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/7/09chapter9.pdf
a65469ff19ae68a7a910757af417b611
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/8/10bibliography.pdf
bb589d00227cd951539559d93cb2509c
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/9/07chapter7.pdf
848821b05dba561ae5210929f2d5e150
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/10/11appendixa.pdf
959e20a8dc0f157cf58d56ffacf2e4eb
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/11/01chapter1.pdf
dffab575893f578e5aaf6560f020eddc
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/12/03chapter3.pdf
6a9b98083d0db2232a35ca45bfdf8898
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/13/05chapter5.pdf
c9e9c604e95f580a7eaec4257ed48ea6
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/26/04chapter4.pdf.txt
f0ee447995cbe8196d3db2770153f083
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/27/12appendixbc.pdf.txt
09b9d79eca376f28bd1c46eb470ef706
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/28/02chapter2.pdf.txt
d7421941fd912711b4f536c6a0b83018
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/29/00front.pdf.txt
dc78d4157a8551b772f3cc68c49aa825
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/30/08chapter8.pdf.txt
15563a6a3fac6ba3fa8b7e475db85f8e
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/31/06chapter6.pdf.txt
d62cda40426c0df8f2544786ccfc93b9
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/32/09chapter9.pdf.txt
81ca02043b5506495d8f528753d6a853
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/33/10bibliography.pdf.txt
9b1ff2ff1f844c43861aacb46c4c914a
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/34/07chapter7.pdf.txt
d4414c3794bd5231d7d29626b6ef9aa6
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/35/11appendixa.pdf.txt
734406ef27d197b28196aa3452a2e595
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/36/01chapter1.pdf.txt
5baebfe0c01742aeaf94991cc26381ec
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/37/03chapter3.pdf.txt
9cd556d07ae20fdc9015a917bb8fe993
http://uir-dev6.unisa.ac.za/bitstream/10500/2024/38/05chapter5.pdf.txt
ed48cfd9b957bb3152745ecb2287405d
Total Quality Management
Leadership
Strategic planning
Empowerment
Teamwork
Continuous improvement
Customer satisfaction
Employee satisfaction
Change management
Culture forming
Communication
Training
Self assessment
Processes
Systems thinking
358.4160968
South Africa--South African Air Force--Management
Total quality management--South Africa
Organizational change--South Africa
oai:uir.unisa.ac.za:10500/301672023-06-21T04:58:38Zcom_10500_21637com_10500_21636com_10500_25com_10500_506col_10500_21673col_10500_507
Assessing work engagement of street traders (vendors) in the City of Tshwane, South Africa
Mabasa, Dumisani Godfrey
Nienaber, Hester
Nenzhelele, Tshilidzi Eric
The study was conducted to determine the occupational well-being of street traders, the
most visible own-account workers in the informal sector, by assessing their work
engagement through the UWES. The UWES is one of the few valid and most used
instruments in assessing work engagement. UWES is validated for use in the formal
sector. The informal sector accounts for most employment at more than 60 percent, yet
well-being is most studied in the formal sector than in the informal sector. Participants
were selected through a convenient sampling strategy. A survey questionnaire was
administered face-to-face to collect quantitative data from participants. Data were
analysed using International Business Machines (IBM) SPSS version 28. The pretest and
pilot studies were conducted and reported prior data collection for the main study to
improve quality assurance in the study. The UWES-7, instead of UWES-9, was validated
for the study. The data did not support the factorial invariance of the three dimensions of
UWES, namely, vigour, dedication, and absorption. Thus, a one-factor model was
computed to determine work engagement, thus alleviating challenges associated with
multicollinearity in the study. Some demographic variables were assessed and found to
relate to work engagement. For example, agency motives traders (those trading out of
choice) were reported to be more engaged in their work than structural motives traders
(those trading out of necessity). The validity of UWES in assessing the work engagement
of street traders is important for SDG 8, which promotes decent work for all. Given that
the formal economy struggles to create decent work for all, the ILO recommends that the
informal sector should be supported through policy development so as bring this about.
Dinyakisiso tse di dirilwe go laetsa go phela gabotse mmeleng mosomong ga barekisi ba
mebileng, basomi ba go soma mesomo ya bona bao ba bonagalago kudu ka lekaleng le
e sego la semmuso, ka go sekaseka mabaka a bona a mosomo ka UWES. UWES ke ye
nngwe ya didiriswa tse mmalwa tse di somago le tse di somiswago kudu go sekaseka
mabaka a mosomo. UWES e netefaditswe go somiswa ka lekaleng la semmuso. Lekala
leo e sego la semmuso le ikarabela go bontsi bja mesomo ka go feta diphesente tse 60,
le ge go le bjalo bophelo bjo Aon Hewitt bo ithutwa kudu ka lekaleng la semmuso go feta
ka lekaleng leo e sego la semmuso. Bakgathatema ba ile ba kgethwa ka leano le le
loketsego la go tsopola. Lenaneopotsiso la tekolonyakisiso le ile la laolwa go lebanya ka
mahlo go kgoboketsa datha ya go somisa dipalopalo go tswa go bakgathatema. Datha
e ile ya sekasekwa ka go somisa phetolelo ya 28 ya Metshene ya Kgwebo ya
Boditshabatshaba ebago International Business Machines (IBM) SPSS. Dinyakisiso tsa
pele ga teko le tsa go tseba ka kgonagalo di dirilwe gomme tsa bega kgoboketso ya datha
ya pele ya dinyakisisokgolo go Aon Hewitt afatsa netefatso ya boleng mo dinyakisisong.
UWES-7, go e na le UWES-9, e ile ya netefatswa bakeng sa dinyakisiso. Datha ga se ya
thekga go se se fapane ga dintlha tsa dikarolo tse tharo tsa UWES, e lego, maatla,
boikgafo, le go monego. Ka go realo, mohlala wa lebaka le tee o ile wa balwa go laetsa
mabaka a mosomo, ka go realo wa fokotsa ditlhohlo tseo di amanago le kamano ye
maatla ya diphetogo tse di ikemego ka dinyakisisong. Diphetogo tse dingwe tsa
tshedimoso ka ga setshaba di ile tsa hlahlobja gomme gwa hwetswa di amana le mabaka
a mosomo. Go fa mohlala, bagwebi ba maikemisetso a setheo (bao ba gwebago ka
boithaopo) go ile gwa begwa gore ba swaregile kudu mosomong wa bona go feta bagwebi
ba maikemisetso a sebopego (bao ba gwebago ka lebaka la maemo ao a ka se
fetoswego). Nepagalo ya UWES mo go sekasekeng mosomo wa bagwebi ba mebileng
go bohlokwa go SDG ya 8, yeo e tswetsago pele mesomo ye e hlomphegago go batho
bohle. Ka ge go bonagala gore ikonomi ya semmuso e katana le go hlolela batho bohle
mesomo ye e hlomphegago, ILO e sisinya gore lekala leo e sego la semmuso le swanetse
go thekgwa ka tlhabollo ya pholisi gore se se direge.
Ucwaningo lwenziwa ukuze kutholwe inhlalakahle yomsebenzi yabahwebi
basemgwaqweni, abasebenzi ama-akhawunti wabo emkhakheni ongakahleleki,
ngokuhlola ukuzibandakanya kwabo emsebenzini nge-UWES. I-UWES ingelinye
lamathuluzi ambalwa asemthethweni futhi asetshenziswa kakhulu ekuhloleni
ukuzibandakanya komsebenzi. I-UWES iqinisekisiwe ukuthi isetshenziswe emkhakheni
osemthethweni. Umkhakha ongakahleleki uhola abantu abaningi abaqashwayo
ngamaphesenti angaphezu kwama-60, kodwa inhlalakahle ifundwa kakhulu emkhakheni
osemthethweni kunasembonini engahlelekile. Ababambiqhaza bakhethwe ngesu
lokusampula elikahle. Uhlu lwemibuzo lwenhlolovo lwasetshenziswa ubuso nobuso
ukuze kuqoqwe iminingwane yobuningi kubabambiqhaza. Imininingwane yahlaziywa
kusetshenziswa i-International Business Machines (IBM) SPSS ivejini yama-28.
Ucwaningo lwangaphambili kanye nokuhlola lwenziwa futhi lwabika ukuqoqwa kwedatha
yangaphambili yocwaningo oluyinhloko ukuze kuthuthukiswe ukuqinisekiswa
kwekhwalithi ocwaningweni. I-UWES-7, esikhundleni se-UWES-9, yaqinisekiswa
ocwaningweni. Iminingwane ayizange isekele ukuguquguquka kwezinto zobukhulu
obuthathu be-UWES, okungukuthi, amandla, ukuzinikela, nokwamukeleka. Ngakho-ke,
imodeli yesici esisodwa yahlanganiswa ukuze kunqunywe ukuzibandakanya
komsebenzi, ngaleyo ndlela kuncishiswe izinselele ezihlobene nekhoniliyarithi yokuningi
ocwaningweni. Okunye okuguquguqukayo kwezibalo zabantu kwahlolwa futhi
kwatholakala ukuthi kuhlobene nokuzibandakanya komsebenzi. Isibonelo, abathengisi
bezinjongo ze-ejensi (labo abahweba ngaphandle kokuzikhethela) kubikwe ukuthi
bamatasa kakhulu emsebenzini wabo kunabathengisi bezinjongo zesakhiwo (labo
abahweba ngaphandle kwesidingo). Ukuba semthethweni kwe-UWES ekuhloleni
ukuzibandakanya komsebenzi wabadayisi basemgwaqweni kubalulekile ku-SDG 8,
ethuthukisa umsebenzi ohloniphekile wawo wonke umuntu. Uma kubhekwa ukuthi umnotho osemthethweni udonsa kanzima ukudala imisebenzi ehloniphekile yawo wonke
umuntu, i-ILO incoma ukuthi umkhakha ongekho emthethweni kufanele usekelwe
ngokuthuthukiswa kwenqubomgomo ukuze lokhu kwenzeke.
2023-01-31
Thesis
en
https://hdl.handle.net/10500/30167
https://uir.unisa.ac.za/bitstream/10500/30167/1/thesis_mabasa_dg.pdf
2e16e10cfdb2739526a11108bef552a9
https://uir.unisa.ac.za/bitstream/10500/30167/2/license.txt
1252c2f41540f3f81e91b442fd692194
Agency motives
Formal sector
Informal sector
Occupational well-being
Selfemployed/own-account workers
Street traders
Structural motives
Work engagement
Unemployment
Bagwebi ba maikemisetso a sebopego
Lekala la semmuso
Lekala le e sego la semmuso
Go phela gabotse mmeleng mosomong
Basomi ba go soma mesomo ya bona/mosomi wa go itshomela
Mabaka a mosomo
Bagwebi ba maikemisetso a sebopego
Barekisi ba mebileng
Tlhokego ya mesomo
Izinhloso ze-ejensi
Umkhakha osemthethweni
Umkhakha ongakahleleki
Inhlalakahle emsebenzini
Abasebenzi abazisebenzelayo/abasebenzisa ama-akhawunti wabo
Abadayisi basemgwaqweni
Izinhloso zesakhiwo
Ukuhlanganyela emsebenzini
Ukungasebenzi
381.18019
Street vendors -- South Africa -- City of Tshwane Metropolitan Municipality -- Psychology
Industrial hygiene -- South Africa -- City of Tshwane Metropolitan Municipality -- Evaluation
oai:uir.unisa.ac.za:10500/87382020-02-17T10:28:28Zcom_10500_2734com_10500_37com_10500_25com_10500_21637com_10500_21636com_10500_506col_10500_2735col_10500_21673col_10500_507
Developing a relationship value model (RVM) for the South African B2B automotive supply chain
Tolmay, Aletta Sophia
Venter, Peet, 1964-
In the light of the global competitive markets, firms are motivated to reduce costs and increase benefits derived from collaboration. As a result of this, customers reduce the number of suppliers and rather focus on establishing strategic relationships with fewer suppliers.
Relationship marketing, which results in relationship value, is a fairly new concept which originated during the 1980s; as various academic authors have noted, this subject has not yet been fully explored.
Value is a subjective concept, conceptualised as a trade-off between benefits and sacrifices, and can be multifaceted. Perceptions regarding value are relative to the competition.
This research determined which relationship value constructs can be classified as antecedents and which of those are mediators within the South African automotive supply chain and if relationship value can lead towards retention. This research further determined what Tier 1 suppliers value most from their Tier 2 suppliers. This is important as it is crucial to retain business for Tier 2 suppliers who are usually of South African descent.
The primary objective of the research was achieved, that is, to “develop a relationship value model for the South African automotive B2B supply chain”.
The secondary objectives were also achieved, namely:
Objective 1: Determine RVM (relationship value model) constructs in the relationship between Tier 1 and Tier 2 suppliers.
Objective 2: Determine how trust and commitment relate to relationship value
iii
Objective 3: Determine the antecedents for the perception of relationship value by Tier 1 suppliers.
Objective 4: Determine the relationship between relationship value and business retention.
From this study, it is self evident that relationship quality is perceived as being more significant than the actual product in the South African automotive supply chain since it demands a high regard for quality in general. Added to this, Tier 2 suppliers should take cognisance of trust as being of utmost importance to establish relationship value, which in return results in business retention. With the introduction of sufficient relationship value strategies, Tier 2 suppliers should be enabled to mitigate competition based on pricing. Also, with added relationship value, Tier 2 suppliers could establish themselves in a desirable position in order to retain, and even expand, business prospects in the future.
2013-02-27
Thesis
en
http://hdl.handle.net/10500/8738
http://uir.unisa.ac.za/bitstream/10500/8738/2/license.txt
8e9216b7a88775f53405f452c4e7b997
http://uir.unisa.ac.za/bitstream/10500/8738/3/Thesis_Tolmay_AS.pdf.txt
969cd5503f58dd308fc7fcdcc1680798
http://uir.unisa.ac.za/bitstream/10500/8738/1/Thesis_Tolmay_AS.pdf
97f5f605fafae43a12c5e3f750e296e6
University of South Africa
Relationship marketing
Relationship value
South African automotive industry
Retention
Relationship Value Model
Value antecedents
Value mediators
658.812
Relationship marketing -- South Africa
Marketing -- South Africa
Customer services -- South Africa
Automobile industry and trade -- South Africa