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Homophily, relative deprivation and customer service. Do perception of sameness and group comparative identification affect service quality?
Mini Dissertation (MBA)--University of Pretoria, 2017.
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| Other Authors: | |
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2018
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| _version_ | 1867613597461381120 |
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| access_status_str | Open Access |
| author2 | Chipp, Kerry |
| author_browse | Chipp, Kerry |
| author_facet | Chipp, Kerry |
| collection | Thesis |
| dc_rights_str_mv | © 2018 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Mini Dissertation (MBA)--University of Pretoria, 2017. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/64884 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:38:40.521Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2018 |
| publishDateRange | 2018 |
| publishDateSort | 2018 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/64884 Homophily, relative deprivation and customer service. Do perception of sameness and group comparative identification affect service quality? Chipp, Kerry ichelp@gibs.co.za Mogotsi, Itumeleng UCTD Mini Dissertation (MBA)--University of Pretoria, 2017. ÒYour colour matters when dining outÓ This was the experience of Sarita Ranchod, the Executive Director of Under the Rainbow when she wrote to City Press after dining out in Cape town (City Press, 2015). Her experience of service quality was appalling to say the least and she made a decision not to dine at certain restaurants because of the treatment she received at this particular restaurant. She was made to fill invisible and was not served while other people who happen to be Caucasian received preferential treatment, in one of Cape TownÕs restaurants. Thiru, on the other hand shared his experience of dining out in Centurion and wrote about this experience on the ÔBad ServiceÕ website, claiming that he had been subjected to Òsub-standard service with separate treatment for separate racesÓ (Bad Service. 2017). These two examples illustrate certain instances where members of the South African public have had poor service quality while visiting restaurants in the country (Bad Service, 2017; City Press, 2015). nk2018 Gordon Institute of Business Science (GIBS) MBA Unrestricted 2018-05-11T09:02:55Z 2018-05-11T09:02:55Z 30-03-18 2017 Mini Dissertation Mogotsi, I 2017, Homophily, relative deprivation and customer service. Do perception of sameness and group comparative identification affect service quality?, MBA Mini Dissertation, University of Pretoria, Pretoria, viewed yymmdd <http://hdl.handle.net/2263/64884> http://hdl.handle.net/2263/64884 en © 2018 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD Homophily, relative deprivation and customer service. Do perception of sameness and group comparative identification affect service quality? |
| title | Homophily, relative deprivation and customer service. Do perception of sameness and group comparative identification affect service quality? |
| title_full | Homophily, relative deprivation and customer service. Do perception of sameness and group comparative identification affect service quality? |
| title_fullStr | Homophily, relative deprivation and customer service. Do perception of sameness and group comparative identification affect service quality? |
| title_full_unstemmed | Homophily, relative deprivation and customer service. Do perception of sameness and group comparative identification affect service quality? |
| title_short | Homophily, relative deprivation and customer service. Do perception of sameness and group comparative identification affect service quality? |
| title_sort | homophily relative deprivation and customer service do perception of sameness and group comparative identification affect service quality |
| topic | UCTD |
| url | http://hdl.handle.net/2263/64884 |