Customer retention: A theoretical perspective of service failure and service recovery in the hotel industry

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D. J. Petzer ; T. F.J. Steyn (2006)
  • Publisher: AOSIS
  • Journal: Acta Commercii (issn: 2413-1903, eissn: 1684-1999)
  • Related identifiers: doi: 10.4102/ac.v6i1.106
  • Subject: 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 ... View more
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