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CHAPTER ONE: INTRODUCTION 1.1 Background of the study

CHAPTER ONE: INTRODUCTION . Background of the study In pursuit of better employee performance and customer satisfaction, organizations are looking for and investing in strategies to enhance output. Heterogeneity being a key characteristic of services, service firms are determined to optimize their employees' output in order to ensure that their customers are always contented as a result of consuming quality delivered services (James and Mona, 2011). Service firms are thus implementing Quality Control (QC) in their operations so as to ensure that their employees always perform their tasks right the first time and that their customers' expectations are always met or exceeded after consumption of the firm's products or services. Quality control techniques, their capabilities and limitations should never by themselves dictate the employees' performance.

Organizations make investments in their human capital to improve ... is concerned with the strength and direction of behavior and the factors that influence people to behave in certain ways. Buchner (2007) points to control theory as a basis for critically assessing ... Their presence necessitated the building of the first catering establishment

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