The South African higher education landscape has changed significantly. PHEIs (private higher education institutions) play a more important role although they are not yet fully acknowledged as higher education “universities”. This may be a strategic incentive for service quality excellence. It seems if the market responds well to PHEIs, because they complement the higher educational need and cater for unique niche markets. The article reports on the level and importance of service quality in three cases of South African PHEIs with the focus on primary service quality dimensions. The purpose of the study was to explore the strategic importance of service quality at PHEIs per se, its general service quality status and their endeavours to manage (measure and improve) service quality. The investigation followed a mixed method approach and applied interviews, observation and questionnaire surveys (using the SERVQUAL instrument). Case research has consistently been of the most powerful research methods in operations and quality management, particularly in contributing to the paucity of literature and the development of new theory and/or new hypotheses. Besides the paucity of literature, the results indicate that service quality at the PHEIs is a high strategic priority and may be a higher priority than service quality at public universities (a hypothesis for further investigation).
The strategic importance of service excellence for service industries places the focus on service quality leadership, service quality management systems, service quality dimensions and the measurement of service quality. Many businesses such as private higher education institutions (PHEIs) regard service quality excellence as the single most important and distinct competence for survival and sustainability. The paucity of literature on the topic does not reflect the substantial growth of PHEIs in South Africa, and this paper explores service quality in this context. This exploratory study focuses on service quality (general insights), the need for service quality management and measurement at PHEIs, and the practical value of the SERVQUAL methodologies. The research approach is exploratory in the sense that it involves a literature review and an empirical application of the SERVQUAL instrument at a PHEI. The results (with internal validity) indicate the following three factors: the increasing strategic importance of service quality at PHEIs; good service quality levels at the PHEI studied; and why and how SERVQUAL (and SERVPERF) can benefitt PHEIs.
A holistic review of ergonomic history shows that science remains important for general occupational health and safety (OSH), the broad society, culture, politics and the design of everyday things. Science provides an unconventional and multifaceted viewpoint exploring ergonomics from a social, corporate and OSH perspective. Ergonomic solutions from this mindset may redefine the science, and it will change with companies that change within this socially hyper-connected world. Authentic corporate social responsibility will counter 'misleadership' by not approaching ergonomics with an afterthought. The review concludes that ergonomics will be stronger with social respect and ergonomic thinking based on the optimisation of anthropometric data, digital human models, computer-aided tools, self-empowerment, job enrichment, work enlargement, physiology, industrial psychology, cybernetic ergonomics, operations design, ergonomic-friendly process technologies, ergonomic empowerment, behaviour-based safety, outcome-based employee wellness and fatigue risk management solutions, to mention a few.
The primary purpose of this paper was to develop an industry-specific service quality framework for private higher education institutions in an open distance e-learning environment in South Africa. Service quality for higher education operations is a key performance objective due to the increasingly competitive, marketing-oriented and highly regulated environment. Using a quantitative research approach, this research was conducted at two private higher education institutes. Data analysis included an exploratory factor analysis (EFA) approach followed by confirmatory factor analysis (CFA). Finally, a service quality framework was compiled consisting of four primary constructs. The paper makes a pioneering contribution and bridges a significant gap with the development of the first Open Distance and e-Learning service quality framework for private higher education institutions in South Africa.
Innovation model formation is complex, and the useful QH model can develop and improve to be exemplary. Motivation for the study:The rationale of the study is to validate and improve the QH model with additional concepts, fresh perspectives of experts and the investigation of the primary sub-revolutions forging innovation.Research design, approach and method: A conceptual and critical review approach implied narrative data of the model from secondary sources; a convenience sample of five innovation experts for critical reviews was thematically analysed.Main findings: Ultimately, the improved QH model must accommodate the legal, moral and ethical world to merge with the physical, biological and digital worlds; appropriate terminology for QH innovation leadership is needed, and triple technology theory (TTT) should be incorporated with the triple management theory (TMT) dimension of the model; the review conformed the sub-revolutions of innovation with respect to (1) innovation leadership, upscaling agility and innovation essentials, (2) the triple helix (TH) ecosystems sub-revolution and epochal society and (3) the new technological paradigm, technology intensity and TMT. Practical/managerial implications:The already useful QH model is confirmed and may develop to become exemplary with respect to the hypothetical improvements suggested. Contribution/value-add:A fresh and improved QH model is suggested in the context of complex innovation model formation and the paucity of literature.
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