Browsing Research Articles (Gordon Institute of Business Science (GIBS)) by UP Author "Bendixen, Michael"

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Key drivers of brand trust in a Latin American airline : the impact of Colombia’s Avianca customer experience

Siqueira, Jose Ribamar; Bendixen, Mike; Reinoso-Carvalho, Felipe; Campo, Raffaele (Springer, 2023-06)

Trust in a company's brand is essential for businesses that rely on repeat business from customers. In light of this, this study aims to investigate the key factors that drive customer trust in airline brands within the ...
Outsourcing contact centers : internal branding challenges and consequences

Du Preez, Rose; Bendixen, Michael (Emerald, 2019-06)

PURPOSE : The purpose of this paper is to develop a deeper understanding of the philosophy adopted by organizations in making the decision to outsource contact centers or not. DESIGN/METHODOLOGY/APPROACH : A phenomenological ...

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