Browsing Faculty of Economic and Management Sciences by Subject "service failure"
Now showing items 1-3 of 3
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Banking customers’ attitudes toward complaining: their likelihood of voicing a complaint and service recovery they consider appropriate
(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 ... -
Investigating perceived justice in South African health care
(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 ... -
Relationship intention and satisfaction following service recovery: the mediating role of perceptions of service recovery in the cell phone industry
(AOSIS, 2015)In an industry characterised by fierce competition, cell phone network providers find it increasingly difficult to retain their customers after service failure. It is therefore essential for cell phone network providers ...