Browsing Research Articles (Marketing Management) by Author "Van Rensburg, L.R.J."

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The effect of service failure and recovery on airline-passenger relationships : a comparison between South African and United States airline passengers

Steyn, T.F.J.; Mostert, P.G. (Pierre); De Meyer, C.F.; Van Rensburg, L.R.J. (North American Business Press, 2011)

South African airline passengers’ relationship length with airlines as well as their satisfaction with airlines’ service recovery efforts was used to determine the effect of a service failure on their relationship with ...
The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines : an exploratory study

Mostert, P.G. (Pierre); De Meyer, C.F.; Van Rensburg, L.R.J. (College of Economic and Management Sciences, University of South Africa, 2009)

Service failures and the subsequent service recovery eff orts of an organisation can have a profound eff ect on customers’ satisfaction with an organisation as well as on the quality of the relationship with the ...

Now showing items 1-2 of 2

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