Browsing Research Output by Author "11196092 - Petzer, Daniel Johannes"
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Attitude towards, and likelihood of, complaining in the banking, domestic airline and restaurant industries
Petzer, D.J.; Mostert, P.G. (Unisa Press, 2012)It is imperative that service organisations implement effective service recovery strategies when customers experience a service failure, since unresolved service failures can result in customers spreading negative word-of-mouth ... -
Banking customers’ attitudes toward complaining: their likelihood of voicing a complaint and service recovery they consider appropriate
Mostert, Pieter Gerhardus; Petzer, Daniel Johannes (Academic journals, 2012)This paper measures the attitude of banking customers towards complaining and their likelihood to complain when a service failure is experienced at their current and another bank. Insight is also provided into the service ... -
Competitive marketing strategies of selected hotels: an exploratory study
Petzer, Daniel J.; Mostert, Pieter; Steyn, T.F.J. (College of Economic and Management Sciences, University of South Africa, 2008)Organisations continually seek new ways to acquire, retain and increase business, since the cost of losing customers is rising. Service organisations such as hotels need to put in place competitive marketing strategies to ... -
Comprehension of marketing research textbooks among South African students: an investigation
Berndt, A.; Petzer, D.J.; Wayland, J.P. (Higher Education South Africa, 2014)Reading is a skill people require in order to operate successfully in all spheres of life. Mastering this skill is even more critical when pursuing academic studies. This study investigated the reading comprehension of ... -
Country-of-origin product image and willingness to purchase vitamin supplements
Mostert, Pieter Gerhardus; Petzer, Daniel Johannes (Sun Media Bloemfontein (SUNMeDIA), 2010)This article investigates the country-of-origin (COO) product image consumers hold with regard to vitamins which they perceive to originate from different countries as well as their willingness to purchase vitamins that ... -
Customer retention practices of group, or branded hotels, as compared to private or owner-managed hotels: an exploratory study
Mostert, Pieter G.; Petzer, D.J.; Steyn, T.F.J. (University of Johannesburg, 2009)There is room for improvement when it comes to customer retention in the hotel industry in South Africa. This study explores the importance attributed to customer retention practices by the managers of group or branded ... -
The dimensions of brand romance as predictors of brand loyalty among cell phone users
Petzer, Danie; Mostert, Pierre; Kruger, Liezl-Marié; Kuhn, Stefanie (University of Pretoria, 2014)In a competitive cell phone industry where consumers have a wide variety of cell phone brands to choose from, it is imperative for marketers to foster brand loyalty in order to establish enduring consumer-brand relationships. ... -
Dining atmospherics and food and service quality as predictors of customer satisfaction at sit-down restaurants
Petzer, Daniel; Mackay, Nedia (African Journal of Hospitality, Tourism and Leisure, 2014)South African sit-down restaurants operate in a fiercely competitive environment and customer satisfaction has proven critical for survival in this and other service industries. A satisfied customer spreads positive ... -
The influence of service b rand equity on the strength of brand relationships in the fast food industry
Mackay, N.; Spies, H.; Williams, C.; Jansen van Rensburg, L.R.; Petzer, D.J. (Unisa Press, 2013)The South African fast food industry is growing fast and rivals are competing fiercely, providing customers with an array of different choices. Given this situation, it has become increasingly important for fast food ... -
The interrelationship between service quality, relational benefits, customer satisfaction and behavioural intentions in the South African short–term insurance industry
Mackay, N.; Mostert, P.G.; Petzer, D.J. (MC Cant, 2015)South African short-term insurers operate in a highly competitive market but do not successfully differentiate themselves from competitors. One way differentiation can be achieved, is to adopt a customer-focused approach ... -
Investigating brand romance, brand attitude and brand loyalty in the cellphone industry
Kruger, Liezl-Marié; Kühn, Stefanie W.; Petzer, Daniel J.; Mostert, Pierre G. (AOSIS, 2013)Orientation: Fast growth and intense competition characterise the South African cellphone industry. Customers switch easily between cellphone brands and marketers are challenged to cultivate brand relationships with customers ... -
Investigating perceived justice in South African health care
De Meyer, C.F.; Petzer, D.J.; Svensson, G.; Svari, S. (Sabinet, 2013)The health care industry plays an important role in the life of consumers since it impacts their personal well-being and those close to them. This industry involves ample customer contact resulting in service encounters ... -
Key information sources influencing prospective students' university choice: a South African perspective
Lubbe, I.; Petzer, D.J. (Unisa Press, 2013)Universities are facing increasingly complex trends and challenges in attracting and retaining the best students. This has coaxed university marketers to embrace marketing practices and ideas in order to acquire and retain ... -
Measuring tourists' satisfaction with quality of life issues at an arts festival
Petzer, Daniel; Kruger, Philippus (University of Johannesburg, Department of Business Management, 2008)Purpose: The purpose of this paper is to measure tourists' satisfaction with quality of life issues at an arts festival - the Aardklop National Arts Festival in Potchefstroo. Problem investigated: Understanding satisfaction ... -
Online complaint intention and service recovery expectations of clothing retail customers
Petzer, D.J.; Mostert, P.G.; Fourie, S. (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 ... -
Relational benefits and customer satisfaction – a South African short-term insurance industry perspective
Mackay, N.; Petzer, D.J. (Prof. Ansie Lessing, 2014)South African short-term insurers struggle to maintain and grow market share due to industry competitiveness and decreasing customer retention rates. One way of retaining customers is to establish and maintain long-term ... -
Sustainable business models: corporate reasons, economic effects, social boundaries, environmental actions and organizational challenges in sustainable business practices
Høgevold, Nils M.; Svensson, Goran; Wagner, Beverly; Petzer, Daniel J.; Klopper, H.B. (Emerald, 2014)Purpose – The purpose of this paper is to describe: corporate reasons for, and organizational challenges of sustainable business models; and the evolution of economic effects, social boundaries and environmental actions ... -
The interrelationships between boutique store atmosphere, customer satisfaction, store loyalty and repurchase intention: a study of females in the North-West Province
Van Niekerk, B.M.; Petzer, D.J.; De Beer, L.T. (MC Cant, 2016)The global fashion retail industry has been characterised by fierce competition and therefore retailers face increasing pressure to differentiate themselves from competitors by catering for the ever-evolving needs, wants ... -
The interrelationships between customer satisfaction, brand loyalty and relationship intentions of Generation Y consumers towards smart phone brands
Mostert, Pierre; Petzer, D.J.; Weideman, A. (Association for Professional Managers in South Africa, 2016)Smart phone marketers are finding it difficult to maintain market share in a market characterised by fierce competition and continued new product development. Generation Y consumers generally have a good command of technology ...