The HIV/AIDS pandemic is a major concern worldwide, and in South Africa some marketing communication campaigns do not seem to be producing the expected results. This research investigates whether the use of fear increases the likelihood of adopting appropriate behaviour and if different racial...

It appears that service failures, like the poor, will always be with us. Almost all "moments of truth" service encounters are vulnerable to breakdowns. Handling complaints and resolving problems then become important activities to retain customers and to avoid undesirable outcomes such as...