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Measuring perception on received service levels to improve client retention.
The field of Logistics Management increasingly becomes a more critical field of activity in almost every industry. Diminishing margins, rising costs and every increasing client expectations demand a strong focus on client ...
Service quality as a competitive differentiator for utility companies using call centres to achieve customer satisfaction : a case of Eskom eastern region.
ESKOM is the Electricity Supply Commission, a South African utility company that provides electricity to South Africa. The Group's principal activity includes generation, transmission of electricity to industrial, mining, ...
Personal relevance and identifying consumer needs in the South African music industry.
The South African music industry is in crisis. Recent data suggests that the industry has declined by an average of 13.2% per year for the past 5 years. The industry seems to be unable to accept responsibility for this ...
Client loyalty in the long term insurance industry.
Background In recent times the insurance industry has seen rapid migration of clients among the different companies in search of better rates from the latest intermediary. Cancellation and surrenders of policies have marked ...