Date of Award

1-1-2003

Degree Type

Thesis

Degree Name

Master of Education

School

Education

Faculty

Faculty of Community Services, Education and Social Sciences

First Advisor

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.

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