Now showing items 1-2 of 2
Customer delight as an antecedent of customer loyalty in the South African banking industry
(University of the Free State, 2014-07)
Simply delivering customers’ expected level of service results in waning customer perceptions of service quality and perceived value in any service industry. Favourable customer perceptions are gained through exceptional ...
Closing the customer gap through effective employees
(University of the Free State, 2015-02)
This study attempts to contribute to the current knowledge to determine the factors that influence front-line employees in delivering a sustainable quality service. It is nearly impossible to deliver a quality service ...