Browsing Faculty of Economic and Management Sciences by Subject "service recovery"
Now showing items 1-2 of 2
-
Attitude towards, and likelihood of, complaining in the banking, domestic airline and restaurant industries
(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 ... -
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 ...