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Building customer relationships as retention strategy in the South African domestic passenger airline industry
Mostert, P.G. (Pierre)
;
De Meyer, Christine
(
University of Johannesburg
,
2010
)
Relationship intention and satisfaction following service recovery : the mediating role of perceptions of service recovery in the cell phone industry
Mostert, P.G. (Pierre)
;
Kruger, Liezl-Marie
;
De Beer, Leon Tielman
(
University of Pretoria, Department of Economics
,
2015
)
Customer retention practices of small, medium and large hotels in South Africa : an exploratory study
Mostert, P.G. (Pierre)
;
Petzer, Daniël Johannes
;
Steyn, T.F.J.
(
Academic Journals
,
2009-04
)
Online complaint intention and service recovery expectations of clothing retail customers
Petzer, Daniël Johannes
;
Mostert, P.G. (Pierre)
;
Fourie, S.
(
Unisa Press
,
2014
)
Personality dimensions and service failure severity : a cross-sectional study in the cellular industry
Kruger, Liezl-Marie
(
Unisa Press
,
2016
)
Banking customers’ attitudes toward complaining : their likelihood of voicing a complaint and service recovery they consider appropriate
Petzer, Daniël Johannes
;
Mostert, P.G. (Pierre)
(
Academic Journals
,
2012
)
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
)
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Author
Mostert, P.G. (Pierre) (6)
Petzer, Daniël Johannes (3)
Kruger, Liezl-Marie (2)
De Beer, Leon Tielman (1)
De Meyer, C.F. (1)
De Meyer, Christine (1)
Fourie, S. (1)
Steyn, T.F.J. (1)
Van Rensburg, L.R.J. (1)
Subject
Service failure (7)
Service recovery (5)
Customer retention (2)
Relationship marketing (2)
Service failure severity (2)
Age (1)
Airline industry (1)
Airline passengers (1)
Attitude (1)
Attitude towards complaining (1)
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Date Issued
2009 (2)
2010 (1)
2012 (1)
2014 (1)
2015 (1)
2016 (1)
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