Date of Award
1-1-2003
Document Type
Thesis
Publisher
Edith Cowan University
Degree Name
Master of Education
School
School of Education
Faculty
Faculty of Community Services, Education and Social Sciences
First Supervisor
Dr Tony Fetherston
Abstract
The purpose of this research was to determine whether The Computer Helpdesk vocational computing course, in conjunction with The Virtual Workplace simulation computer program, changed attitude about customer service. Thirty-seven adult female students at Fujairah Women's College of the Higher Colleges of Technology in the United Arab Emirates took part in the study. To assess possible attitude change, a combination of observation, interview and survey techniques were used. The Likert scale customer service attitude survey, which measured beliefs and perceptions about customer service, fanned the primary data gathering instrument. Qualitative and quantitative data were triangulated, and quantitative results were analysed using MANOVA. Results suggest strongly that the combination of the Computer Helpdesk course and the Virtual Workplace simulation program generally did not change attitude about customer service, however some degree or amount of attitude change in some subjects was detected.
Recommended Citation
Wethereld, A. (2003). Does the computer helpdesk vocational training course change attitude about customer service?. Edith Cowan University. Retrieved from https://ro.ecu.edu.au/theses/1288