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Investigating customer services in selected restaurants in the Tshwane area : an exploratory study

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dc.contributor.advisor Kant, M.C.
dc.contributor.advisor Brink, A.
dc.contributor.author Erdis, Cindy
dc.date.accessioned 2010-04-28T11:07:39Z
dc.date.available 2010-04-28T11:07:39Z
dc.date.issued 2009-11
dc.identifier.uri http://hdl.handle.net/10500/3253
dc.description.abstract This study examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An extensive literature study was undertaken and aspects that were discussed in the secondary research include the various components of customer service, as well as the marketing environment of restaurants in South Africa and the Tshwane Area. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation. en
dc.format.extent 1 online resource (xiv, 165 leaves)
dc.language.iso en en
dc.subject Customer service en
dc.subject Marketing en
dc.subject Relationships en
dc.subject Customer relationship management en
dc.subject Restaurants en
dc.subject Customer satisfaction en
dc.subject Customer retention en
dc.subject Expectation of service quality en
dc.subject.ddc 658.812
dc.subject.lcsh Business etiquette -- Restaurants -- Tshwane area (Pretoria)
dc.subject.lcsh Customer services -- Restaurants -- Tshwane area (Pretoria)
dc.subject.lcsh Customer services -- Management
dc.subject.lcsh Customer relations -- Management
dc.subject.lcsh Consumer satisfaction
dc.subject.lcsh Restaurants -- Customer services
dc.title Investigating customer services in selected restaurants in the Tshwane area : an exploratory study en
dc.type Dissertation en
dc.description.department Business Management
dc.description.degree M. Com. (Business Management)


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