Customer retention: A theoretical perspective of service failure and service recovery in the hotel industry
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 hotel. The research is pursue...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
AOSIS
2006-12-01
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| Series: | Acta Commercii |
| Online Access: | https://actacommercii.co.za/index.php/acta/article/view/106 |