Browsing Faculty of Economic and Management Sciences by Author "Kruger, L."
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The influence of cell phone users' relationship intentions on expectations and perceptions of service recovery
Kruger, L.; Mostert, P.G. (Association of Pofessional Managers in SA, 2015)With the first-time cell phone user market quickly shrinking, it is becoming increasingly important for South African cell phone network providers to retain customers by building long-term relationships with them and ... -
The influence of relationship intention on relationship length and contractual agreements
Kruger, L.; Mostert, P.G. (Sabinet, 2013)Within the competitive cell phone industry, long-term customer relationships can result in much needed customer retention. However, relationship marketing strategies should only be applied to customers receptive to ... -
The influence of relationship intention and population group on South African cell phone users' positive attitude towards complaining
Kruger, L.; Mostert, P. (MC Cant, 2016)As most customers do not voice their dissatisfaction to service providers following service failures, it is important to identify those customers most likely to do so. Since customers with positive attitudes toward complaining ...