The Relationship between the Postgraduate Research Climate and Supervisor Research Service Quality

Authors

  • Krishna K. Govender, Dr. Regenesys Business School Research Associate: University of KwaZulu-Natal, South Africa.

Keywords:

Organizational climate, postgraduate service encounter, postgraduate service quality, postgraduate student role clarity

Abstract

This paper reports the results of the empirical evaluation of a theoretical model developed through an in-depth review of relevant literature which culminated in postulating that if postgraduate (PG) students are clear about their role as co-creators of the PG service and, if the research climate (OC) is supportive of research, then this will impact on their perception of PG service quality delivered by the PG research supervisor (EQUAL). The implications of the model for management of quality in postgraduate education through managing the PG service encounter, becomes apparent.

Downloads

Download data is not yet available.

Author Biography

Krishna K. Govender, Dr., Regenesys Business School Research Associate: University of KwaZulu-Natal, South Africa.

Dean: Regenesys Business School

Research Associate: University of KwaZulu-Natal,

South Africa.

References

Albanese M (1999). Students are not customers: A better model for medical education. Academic Medicine. 74(11): 1172-1186.

Ancarni A, Di Mauro C, Giammanco MD (2009). Patient satisfaction, managers’ climate orientation and organizational climate. Int. J. Prod. and Ops. Man.31(3): 224-250.

Angell RJ, Heffernan TW, Megicks P (2008). Service quality in postgraduate education. Qual. Ass.in High. Ed. 16(3): 236-254.

Bitner MJ, Faranda WT, Hubbbert AR, Zeithaml VA (1997). Customer contributions and roles in service delivery. Int. J. Serv. Ind. Man. 8(3): 193-205.

Burton RM, Lauridsen J, Obel B (2004). The impact of organizational climate and strategic fit on firm performance. H. Res. Man. 43(1): 67-82.

Chebat JC, Kollias P (2000). The impact of empowerment on customer contact employees’ roles in service organizations. J. Serv. Res. 3(1): 66-81.

Claycomb C, Lengnick-Hall CA, Inks LW (2001). The customer as a productive source: a pilot study and strategic implications. J. Bus. Strat. 18(1): 47-69.

Coakes S,Steed L (2003). SPSS analysis without anguish. Version 11.0 for Windows.

Cooper-Thomas HD, Anderson N (2006). Organizational socialization. a new theoretical model and recommendations for future research and HRM practices in organizations. J. Man. Psych. 21(5): 492-516.

Dann S (2008). Applying services marketing principles to postgraduate supervision. Qual. Ass. Higher Ed. 16(4): 333-346.

Davidson, MCG (2003). Does organizational climate add to service quality in hotels? Int. J. Cont. Hosp. Man. 15(4): 206-215.

Dietz J, Pugh SD, Wiley JW (2004). Service climate effects on consumer attitudes: an examination of boundary conditions. Acad. of Man. J. 47(1): pp. 81-92.

Govender KK (1998). Managing service quality by managing the service encounter: the effects of organizational socialization strategies. Unpublished PhD thesis, University of Cape Town.

Halvarsson Y, Lohela MI (2009). Students as co-producers of education: cases from student participation in the educational programmes of a Swedish university. Unpublished Masters Thesis, Lulea University of Technology.

Hsieh AT, Yen CH (2005). The effect of customer participation on service providers’ on stress. The Serv. Ind. J. 25(7): 891-905.

Jöreskog K (1969). A general approach to confirmatory maximum likelihood factor analysis. Psychometrika, 34: 183-202.

Joseph M, Joseph B. (1997). Service quality in education: a student perspective. Qual. Ass. in Ed. 5(1): 15-21.

Kelley SW, Donnelly JH, Skinner SJ (1990). Customer participation in service production and delivery. J. of Ret. 66(3): 315-335.

Kelley SW, Skinner SJ, Donnelly JH (1992). Organizational socialization of service customers. J. of Bus. Res. 25: 197-214.

Kline T (1994). Psychological Testing. London: SAGE Publications.

Kotze TG, du Plessis PJ (2003). Students as ‘co-producers’ of education: a proposed model of student socialization and participation at tertiary institutions. Qual. Ass. in Ed. 11(4):186-201.

Lengnick-Hall CA, Sanders M (1997). Designing effective learning systems for management education: student roles, requisite variety, and practicing what we teach. Acad. of Man. J. 40(6): 1334-1363.

Little B, Williams R (2011). Students’ role in maintaining quality and enhancing learning: is there a tension? Qual. in Higher Ed. 16(2): 115-127.

McCulloch A (2009). The student as co-producer: learning from public administration about the student-university relationship. Stud. in Higher Ed. 34(2): 171-183.

Ostroff C (1993). The effects of climate and personal influences on individual behaviour and attitudes in organizations. Org. Beh. and Human Dec. Making. 71: 492-499.

Patterson NG, Warr P, West MA (2004). Organizational climate and company productivity: the role of employee affect and employee level. J. Occup. and Org. Psych. 77(2): 193-216.

Raza SA (2010). Impact of organizational climate on performance of college teachers in Punjab. J. College Teach. and Learn. 7(10): 47-51.

Rogg KL, Schmidt DB, Shull C, Schmitt N. (2001). Human resources practices, organizational climate, and customer satisfaction. J. Man. 27: 431-449.

Salanova M, Augt S, Peiro JM (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. J. App. Psych. 90(6): 1217-1227.

Schneider B, Gunnarson SK, Niles-Jolley K (1994). Creating the climate and culture of services. Organ. Dynamics, 23(1): 17-29.

Schneider B, Bowen D (1995). Winning the service game, Boston: Harvard Business School Press.

Schneider B, White SS, Paul MC (1998). Linking service climate perceptions of service quality: test of a causal model. J. App. Psych. 83(20): 150-163.

Soudek M (1983). Organizational climate and professional behaviour of academic librarians. J. Acad. Librarianship. 8(6): 334-338.

Vianen AEM, Pater IE, Bechtold MN, Evers A (2011). The strength and quality of climate perceptions. J. Man. Psych. 26(1): 77-92.

Zeithaml VA, Bitner MJ (2000). Services marketing: integrating customer focus across the firm, 2nd ed., McGraw-Hill, Boston, MA.

Zhang J (2010). Organizational climate and its effect on organizational variables: an empirical study. Int. J. Psych. Stud. 2(2): 189-201.

Downloads

Published

2013-07-01

How to Cite

Govender, K. K. (2013). The Relationship between the Postgraduate Research Climate and Supervisor Research Service Quality. Journal of Social Sciences (COES&Amp;RJ-JSS), 2(3), 146–158. Retrieved from https://centreofexcellence.net/index.php/JSS/article/view/jss.2013.2.3.146.158

Issue

Section

Articles