[go: up one dir, main page]
IDEAS home Printed from https://ideas.repec.org/a/eco/journ3/2024-04-6.html
   My bibliography  Save this article

Enhancing the Quality-Of-Service Management for Managers and Frontline Employees: The Case of Post Office Services, South Africa

Author

Listed:
  • Elsie Mbua Eposi

    (Department of Accounting and Finance, Faculty of Economics and Financial Services, Walter Sisulu University, South Africa)

Abstract
This study examined the factors that could assist in improving service quality for postal customers who residents and reside in the postal areas in an endeavour to establish an effective service management quality for postal services. A qualitative research method was applied which enhanced the collection of data through semi structured interviews from managers and frontline employees. Data was transcribed and was analysed using Atlas-ti (Version 8.1). Results obtained from the study reveals that effective strategic implementation, effective training and development, motivation, as well as an effective monitoring and evaluation system are the most influential components to use in improving the quality of services within post offices. Other factors identified include maintaining distinctive strategic positioning, using e-business technology to improve efficiency and competitive advantage, maintaining effective support from top management, putting emphasis on the quality of service offer by frontline employer’s during operations, and maintaining good parcel system security, creating an effective communication system; consistency in improving services; instilling confidence and trust among consumers; fostering special treatment to consumers; and the provision of high-quality services. Based on the findings, it is recommended that management of the postal sector should provide adequate and quality services to customers, through an effective strategic implementation plan, effective training and development, motivation, as well as an effective monitoring and evaluation system, maintaining distinctive strategic positioning, using e-business technology to improve efficiency and competitive advantage, maintaining effective support from top management, putting emphasis on the quality of service offer by frontline employer’s during operations, and maintaining good parcel system security, creating an effective communication system; consistency in improving services; instilling confidence and trust among consumers; fostering special treatment to consumers; and the provision of high-quality services.

Suggested Citation

  • Elsie Mbua Eposi, 2024. "Enhancing the Quality-Of-Service Management for Managers and Frontline Employees: The Case of Post Office Services, South Africa," International Review of Management and Marketing, Econjournals, vol. 14(4), pages 46-60, July.
    • Handle: RePEc:eco:journ3:2024-04-6
    as

    Download full text from publisher

    File URL: https://www.econjournals.com/index.php/irmm/article/download/16478/8016
    Download Restriction: no
    File URL: https://www.econjournals.com/index.php/irmm/article/view/16478
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Jiaru Bai & Kut C. So & Christopher S. Tang & Xiqun (Michael) Chen & Hai Wang, 2019. "Coordinating Supply and Demand on an On-Demand Service Platform with Impatient Customers," Manufacturing & Service Operations Management, INFORMS, vol. 21(3), pages 556-570, July.
    2. Pierre J Richard & Tim R Coltman & Byron W Keating, 2012. "Designing IS service strategy: an information acceleration approach," European Journal of Information Systems, Taylor & Francis Journals, vol. 21(1), pages 87-98, January.
    3. O'Cass, Aron & Sok, Phyra, 2013. "Exploring innovation driven value creation in B2B service firms: The roles of the manager, employees, and customers in value creation," Journal of Business Research, Elsevier, vol. 66(8), pages 1074-1084.
    4. Enrico Scarso & Ettore Bolisani, 2012. "Trust in knowledge exchanges between service providers and clients: a multiple case study of KIBS," Knowledge Management Research & Practice, Taylor & Francis Journals, vol. 10(1), pages 16-26, March.
    5. Roland T. Rust & Ming-Hui Huang, 2014. "The Service Revolution and the Transformation of Marketing Science," Marketing Science, INFORMS, vol. 33(2), pages 206-221, March.
    6. Dmitry Ivanov & Alexandre Dolgui & Boris Sokolov & Marina Ivanova, 2017. "Literature review on disruption recovery in the supply chain," International Journal of Production Research, Taylor & Francis Journals, vol. 55(20), pages 6158-6174, October.
    7. Panzar John, 2011. "Postal Service Pricing Incentives Following the Introduction of Price Cap Regulation," Review of Network Economics, De Gruyter, vol. 10(3), pages 1-26, September.
    8. Keith Mackay, 2007. "How to Build M&E Systems to Support Better Government," World Bank Publications - Books, The World Bank Group, number 6851.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. De Munck, Thomas & Chevalier, Philippe & Tancrez, Jean-Sébastien, 2023. "Managing priorities on on-demand service platforms with waiting time differentiation," International Journal of Production Economics, Elsevier, vol. 266(C).
    2. Aziz Barhmi & Omar Hajaji, 2023. "Multidisciplinary Approach to Supply Chain Resilience: Conceptualization and Scale Development," Central European Business Review, Prague University of Economics and Business, vol. 2023(5), pages 43-69.
    3. Muhammad Nur Firdaus Nasir & Iqbal Jaapar & Walid Muhmmad Syafrien Effendi & Fadly Mohamed Sharif & Khairulwafi Mamat & Nurul Farhana Nasir, 2024. "Exploring the Role of Artificial Intelligence in the Design Industry: Client Satisfaction through Enhancing Quality while Preserving Human Creativity," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(3s), pages 4538-4543, October.
    4. Papanagnou, Christos & Seiler, Andreas & Spanaki, Konstantina & Papadopoulos, Thanos & Bourlakis, Michael, 2022. "Data-driven digital transformation for emergency situations: The case of the UK retail sector," International Journal of Production Economics, Elsevier, vol. 250(C).
    5. Dmitry Ivanov, 2022. "Viable supply chain model: integrating agility, resilience and sustainability perspectives—lessons from and thinking beyond the COVID-19 pandemic," Annals of Operations Research, Springer, vol. 319(1), pages 1411-1431, December.
    6. Pelau Corina & Barbul Maria, 2021. "Consumers’ perception on the use of cognitive computing," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 15(1), pages 639-649, December.
    7. Holvoet, Nathalie & Inberg, Liesbeth & Sekirime, Susan, 2013. "Institutional analysis of monitoring and evaluation systems: comparing M&E systems in Ugandas health and education sector," IOB Working Papers 2013.03, Universiteit Antwerpen, Institute of Development Policy (IOB).
    8. Yongzhong Yang & Mohsin Shafi, 2020. "How does customer and supplier cooperation in micro-enterprises affect innovation? Evidence from Pakistani handicraft micro-enterprises," Asian Business & Management, Palgrave Macmillan, vol. 19(5), pages 530-559, November.
    9. Judith Cavazos-Arroyo & Rogelio Puente-Diaz, 2019. "The Influence of Marketing Capability in Mexican Social Enterprises," Sustainability, MDPI, vol. 11(17), pages 1-15, August.
    10. Georgios Giotis & Evangelia Papadionysiou, 2022. "The Role of Managerial and Technological Innovations in the Tourism Industry: A Review of the Empirical Literature," Sustainability, MDPI, vol. 14(9), pages 1-20, April.
    11. Joerß, Tom & Hoffmann, Stefan & Mai, Robert & Akbar, Payam, 2021. "Digitalization as solution to environmental problems? When users rely on augmented reality-recommendation agents," Journal of Business Research, Elsevier, vol. 128(C), pages 510-523.
    12. Sergii Slukhai, 2011. "M&E and Budget Program Performance Measurement in Ukraine: Current State and Needs for Improvement," European Financial and Accounting Journal, Prague University of Economics and Business, vol. 2011(2), pages 28-47.
    13. Xi, Haoning & Aussel, Didier & Liu, Wei & Waller, S.Travis. & Rey, David, 2024. "Single-leader multi-follower games for the regulation of two-sided mobility-as-a-service markets," European Journal of Operational Research, Elsevier, vol. 317(3), pages 718-736.
    14. Hu, Xinru & Zhou, Shuiyin & Luo, Xiaomeng & Li, Jianbin & Zhang, Chi, 2024. "Optimal pricing strategy of an on-demand platform with cross-regional passengers," Omega, Elsevier, vol. 122(C).
    15. Ke, Jintao & Wang, Ce & Li, Xinwei & Tian, Qiong & Huang, Hai-Jun, 2024. "Equilibrium analysis for on-demand food delivery markets," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 184(C).
    16. Benioudakis, Myron & Zissis, Dimitris & Burnetas, Apostolos & Ioannou, George, 2023. "Service provision on an aggregator platform with time-sensitive customers: Pricing strategies and coordination," International Journal of Production Economics, Elsevier, vol. 257(C).
    17. Luoma, Jukka, 2016. "Model-based organizational decision making: A behavioral lens," European Journal of Operational Research, Elsevier, vol. 249(3), pages 816-826.
    18. Stefano Denicolai & Antonella Zucchella & Federico Moretti, 2018. "Not So Similar After All: Exploring The Diversity Of Strategic Orientations For Innovation," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 22(04), pages 1-33, May.
    19. He, Shan & Dai, Ying & Ma, Zu-Jun, 2023. "To offer or not to offer? The optimal value-insured strategy for crowdsourced delivery platforms," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 173(C).
    20. Liu, Yang & Li, Sen, 2023. "An economic analysis of on-demand food delivery platforms: Impacts of regulations and integration with ride-sourcing platforms," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 171(C).

    More about this item

    Keywords

    Frontline Employee Managers; Post Office Services; Service Management; Strategic Implementation and Training and Development;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management
    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eco:journ3:2024-04-6. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ilhan Ozturk (email available below). General contact details of provider: http://www.econjournals.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.