Browsing by Subject "Service failure"
Now showing items 1-5 of 5
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The influence of culture on customers' complaint behaviour pertaining to service failures
(North-West University, 2010)Organisations are facing increasing pressures in terms of customer service since customers tend to become more demanding as competition within industries increases. In order to succeed in this changing marketplace, ... -
The influence of relationship intention on satisfaction, loyalty and retention following service recovery in the cellular industry
(North-West University, 2014)It is common practice for service providers, such as cell phone network providers, to utilise relationship marketing strategies in an effort to retain their customers and thereby to increase profitability. Customers with ... -
Investigating online complaint intention and service recovery expectations of clothing retail customers
(2014)The retail industry is faced with increased customer service demands and a competitive market environment. For retailers to survive in a competitive marketplace, a customer orientation is vital in order to establish and ... -
Online complaint intention and service recovery expectations of clothing retail customers
(MC Cant, 2014)It is important for clothing retailers to be aware of customer complaint behaviour, and to take such complaints seriously when they occur, since service failures within the highly competitive clothing retail industry are ... -
A service recovery model for the mobile internet service provider industry
(North-West University (South Africa), 2021)Due to the nature of services – being intangible, perishable and requiring the human-element – the service delivery process can be relatively complex, thus posing distinct marketing challenges. This process is even further ...