Author: Kwan, Chor-chung Spencer
Title: Managing organizational change : with special reference to the service department of Rentokil Hong Kong Limited
Degree: M.B.A.
Year: 1994
Subject: Rentokil Hong Kong Ltd
Organizational change -- China -- Hong Kong -- Case studies
Consumer satisfaction
Hong Kong Polytechnic -- Dissertations
Department: Department of Management
Pages: 1 v. (various pagings) : ill. ; 30 cm
Language: English
Abstract: This study is to examine both the driving and restraining forces of improving customers' satisfaction at Rentokil Hong Kong Limited, using the Force Field Analysis. Through a panel discussion among the managers, driving and restraining forces were identified. Then, by having a questionnaire specially design for this purpose, a full survey was conducted. According to the findings, financial reward is less important than other driving forces among all the respondents, contrary to the perception that the management thinks it always be the most important motivator. High complaint rate does not constitute a strong driving force, simply because complaints are sometimes uncontrollable. In Pest Control industry, practitioners should treat customers complaints not as a threat but as an opportunity. Unlike the management thinks that customers' satisfaction will never be achieved if the pest control operators are lack of knowledge in pest control, the findings does not support this argument. Although such a restraining force does not gain support, but does not mean that it is not necessary to do it. However, training is important to support the changes. Among all the restraining forces, shortage of staff scores highest point of importance, showing it is a key factor in dealing with restraining force. Finally, this study shows the rankings of the driving and restraining forces and based on this rankings, a suggested strategy is formulated.

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