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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 ...
    • To tip or not to tip? 

      Saayman, Melville (African Journal of Hospitality, Tourism and Leisure, 2014)
      Tipping is an important source of income for a variety of occupations in the hospitality and tourism industry. One such occupation is waitressing and although much research has been done, especially in America, very little ...