Gender and service quality

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Doctoral thesis of Philosophy: Students' expectations and perceptions of service quality performance: university student advisors in Australia, Malaysia and Singapore

This study’s analysis of the discrepancy/gap between expectations and perceptions of the quality of service, identifies deficiencies and areas of dissatisfaction that offer opportunities for university managers to improve overall student services, to build a long-term relationship with the customers, and to improve the institution’s reputation.

288p runthenight04 02-02-2023 11 3 Download

Doctoral thesis of Philosophy: Privatisation, state restructuring and competition

This thesis is concerned, centrally, with the responses to NPM from two perspectives: local government and organised labour (specifically national and international trade union organisations). Two themes recur in the policy debates around NPM: the effects on the quality of public services and the impacts on employment. Both are examined in this thesis as they had been under-researched and were overshadowed in the research literature by an economistic concern with costs and technical efficiency.

122p runthenight04 02-02-2023 3 2 Download