Despite concern among motor vehicle manufacturers about the relationship between their franchised dealers and new vehicle owners regarding servicing/repairs, very little empirical research has been done to investigate the post-purchase perceptions of new vehicle owners. Research studies...

Professional practitioners are increasingly questioning the status quo with regard to restrictions on the advertising of professional services. It occurs against the background of developments such as deregulation and increased competition from non-professionals. Professional associations are...

New forms and applications of technology have enabled business organisations to increasingly utilise multiple channels for the distribution of retail products. One example, mail-order catalogue buying, has now become an acceptable shopping format for larger numbers of consumers. Earlier research...

A constant interaction occurs between the firm, its markets and the variables in the business environment. This dynamic interaction ensures that changes in the environment continuously exert an influence on consumer attitudes and sentiment and how consumers react to and perceive the marketing of...

Total retail experience is, for the purposes of this study, defined as all the elements that encourage or inhibit consumers during their contact with a retailer. This article reports on the influence of three dimensions of consumers' total retail experience on their satisfaction levels. The...

Evidence from various sources suggests that satisfaction with the individual components of an in-store shopping experience will result in customer satisfaction which will lead to customer retention and loyalty over the long term. It is argued that the in-store shopping experience (ISE) at store...

Against the background of the challenge service marketers face in influencing the risk perceptions of service buyers, this study attempts to assess the impact three independent variables can have on potential service buyers' intentions to buy a service. The three independent variables were:...

The objective of this study was to investigate some of the problems associated with the introduction and successful management of Employee Share Ownership Schemes (ESOPs). An ESOP is a participative management approach that appeals to some of the needs of both employees and management. The study...

Persistent poor service delivery will have a harmful impact on the survival and growth prospects of service firms. The literature contends that, if service failures occur, there are strategies that service firms can employ to return customers to a state of satisfaction. Very little scholarly...

Family businesses are fast becoming the dominant form of business enterprise in both developing and developed economies and play a vital economic and social role in these economies. As family businesses are a primary contributor to the economic and social well-being of all capitalist societies,...