Purpose: The purpose of this paper is to examine the precursors and outcomes of service recovery satisfaction and customer commitment among airline business customers. Design/methodology/approach: Data were collected from airline travellers in South Africa using a structured questionnaire....

Purpose – The purpose of this paper is to test a measurement model of a META-RELQUAL construct based upon South African business-supplier relationships. Design/methodology/approach – Data were collected using computer-assisted telephone interviews. The sampling frame consisted of the top 500...

Purpose: The purpose of this paper is to establish the level of usage of e-services (websites and e-mail) by Botswana Public Officers Medical Aid Scheme (BPOMAS) and PULA Medical Aid (PULA) customers; the level of satisfaction; perceived value; and benefits derived from the website and e-mail...

Purpose: The purpose of this paper is to investigate the extent to which the attitudinal loyalty of customers of small and medium apparel businesses is influenced by their perceptions of trust, commitment and satisfaction. In turn, the influence of their attitudinal loyalty on future...