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Olumide Jaiyeoba,Douglas T. Svotwa,Mornay Roberts-Lombard
AbstractPurpose: This study examines the degree and the extent to which the satisfaction/delight of cellular network customers in Botswana is affected by the service delivery skills of network employees, the value received from offerings of the network a...
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Mornay Roberts-Lombard,Mercy Mpinganjira,Goran Svensson
AbstractBackground: A relationship marketing approach to the management of business relationships can enhance overall customer satisfaction and reduce economic risks, such as opportunism that is associated with business dealings.Aim: The aim of...
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Mercy Mpinganjira,Mornay Roberts-Lombard,Goran Svensson,Greg Wood
AbstractBackground: Many organisations develop codes of ethics to help guide business conduct. However, not much is known about the contents of codes of ethics. Objectives: This article aims at investigating the code of ethics content cons...
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M. Roberts-Lombard,L. Reynolds-de Bruin
AbstractA strong internal marketing strategy can be critical to achieving and sustaining a competitive advantage as well as driving organisational change and enhanced organisational performance. This study sought to determine the influence of internal ma...
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Rosemary Matikiti,Mercy Mpinganjira,Mornay Roberts-Lombard
Problem investigated: Tourism organisations and destination policy makers need to understand factors that influence tourist use of SNSs for trip organisation in order for them to be able to effectively utilise SNSs. Methodology: The methodological appr...
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Reaan Immelman,Mornay Roberts-Lombard
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C. Burin,M. Roberts-Lombard,H. B. Klopper
AbstractThe main purpose of the study on which this article is based was to determine the influence of internal marketing on service quality as a means of improving the brand image of staffing agencies. The population of the study was the publicstaffing ...
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Kim Viljoen, Mornay Roberts-Lombard, Chris Jooste
The evolution and advancement of the Internet has disintermediated many 20th century businesses, in particular traditional travel agencies. Reintermediation strategies for travel agents that result in additional value being delivered to customers need to...
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Estelle van Tonder, Mornay Roberts-Lombard
Organisations can make a valuable contribution in alleviating poverty and improving the general living standards of society. In the modern turbulent business environment, characterised by intense competition and customers demanding corporate responsibili...
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Mornay Roberts-Lombard,Lauren Strachan,Leon du Plessis
AbstractThe primary objective of this article is to compare the influence of trust, commitment, and conflict-handling on customer loyalty through the intervening role of Customer Relationship Management (CRM) in the life and non-life insurance sector of ...
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