Customer retention: A theoretical perspective of service failure and service recovery in the hotel industry
D. J. Petzer
T. F.J. Steyn
- Publisher: AOSIS
(issn: 2413-1903, eissn: 1684-1999)
Management. Industrial management | HD28-70 | Business | HF5001-6182
Purpose: The purpose of this paper is to provide a theoretical perspective on customer retention activities associated with service failure management and service recovery as a means to retain customers in the hotel industry - and to improve the competitiveness of a ...