Date of Publication

2006

Document Type

Master's Thesis

Degree Name

Master of Science in Psychology Major in Industrial/Organizational Psychology

Subject Categories

Psychology

College

College of Liberal Arts

Department/Unit

Psychology

Thesis Adviser

Carmelo M. Callueng

Defense Panel Chair

Elena V. Morada

Defense Panel Member

Laurene Chua Garcia
Maria Carla Mole Ong

Abstract/Summary

With the increasing role of Information Systems (IS) in organizations, it is important that their quality of customer service be assessed and monitored so that appropriate strategies would be planned to continuously provide better quality of their products and services. The study was about the development and validation of a measure on customer service quality based on the person-job match framework. It also assessed the extent to which the identified indicators of customer service quality matched the existing Human Resource (HR) Management subsystems. The competencies of customer service quality were identified as technical and functional expertise, customer focus, support service orientation, relationship management and communication. These competencies were matched with the selection criteria, performance indicators and training needs of IS personnel. The results showed a mismatch between the identified competencies and the HR Management subsystems. Recommendations to incorporate the identified competencies with the selection criteria when hiring or placing candidates for the IS job, evaluating employees and planning for training interventions for the IS employees were made to close or minimize the gaps so that IS personnel would become high-performing individuals working together towards a common vision and objectives.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG004085

Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

1 computer optical disc ; 4 3/4 in.

Keywords

Customer services; Customer services--Management; Customer relations; Personnel management

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