ENGLISH ABSTRACT: Policy makers and development practitioners particularly in developing countries facedaunting challenges in formulating strategies to achieve sustained growth and improvedstandards of living through productive engagement of the population in the economyrather than through...

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A City Council administration in Victoria, Australia developed a vision for a Corporate Information Management Strategy (CIMS), and envisaged that CIMS would provide the foundation for the organization to make better use of its knowledge. This would be achieved by implementing better management...

This is one of the few studies in the academic literature that directly addresses inward exporting of customer services, which is a topic that has gained less attention from an international services marketing point of view. The objective of this study is to explore the drivers of satisfaction...

In 2008, retail banking in South Africa is a highly competitive industry with extensive customer bases that expect increasingly more from their banking experience. The retail bank with an appropriate strategic differentiator will gain a sustainable competitive advantage in the changing retail...

ENGLISH ABSTRACT: Small and medium enterprises have an important role to play in the South Africaneconomy. The success of SME’s will lead to economic growth, that will play a major rolein reducing unemployment in South Africa. It will also be the main driver for blackeconomic empowerment.As...

ENGLISH ABSTRACT: The aim of this study was to determine approaches to CRM within the luxury hotel sector in Cape Town in order to add value not only to guests, but to all stakeholders of the hotel. This was done by conducting a literature review, supported by a sound base of primary research....

In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee...

Marketing scholars question the ability of the 4Ps to explain higher order phenomena in modern marketing. Scholars contend that marketing's historical framework, based in product centric economic theory, constrains the 4Ps ability to form a foundation for a general theory of marketing. The focus...

Low-cost carriers and escalading fuel costs are placing increased pressure on US legacy carriers to reposition traditional revenue management techniques towards more customer-centric approaches. In this context, recent critiques of revenue management models question the validity of assumptions...