Purpose – After identifying those underlying consumer value dimensions associated with the private game reserve experience, and their contribution to visitors’ behavioral intentions, the purpose of this paper is to compare managers’ and visitors’ perceptions of value experienced and...

Purpose – This study aims to determine similarities and differences in business travellers' expectations and managers' perceptions of the service provided by guest houses. Design/methodology/approach – Two questionnaires with seven‐point Likert scales were used to measure travellers'...

Total quality management resulting from the quest for total customer satisfaction implies giving every customer a product tailored specifically to their needs at a price comparable to that of mass produced products. Mass customisation offers several benefits, but are organisations ready for the...

Research has proved that total quality management is crucial to the success of many organizations. This article points out that intensified competition and developments in a turbulent environment necessitate a shift in the quality mindset to also include providing delight to all stakeholders by...

Total quality management resulting from total customer satisfaction today can mean giving every customer a product tailored specifically to his or her needs. In the past, manufacturing was usually characterized by keeping costs down with economies of scale. Mass customization can result in a...

Purpose – Knowledge of brand awareness and its role is important for the design of an organisation's marketing strategies. This study aims to determine the brand awareness of high‐ and low‐involvement products among Black and non‐Black students enrolled at a South African university....