n Management Dynamics : Journal of the Southern African Institute for Management Scientists - The influence of problem resolution, empowerment and explanation on customers' satisfaction with service recovery

Volume 13 Number 2
  • ISSN : 1019-567X



Marketing, as it is known today, is supposed to be underpinned by the philosophy known as the marketing concept. The marketing concept can be described as a consumer-oriented philosophy which suggests that, by satisfying consumer needs, a firm can realise its own goals (Woodside, Frey and Daly, 1989; Schiffman and Kanuk, 1987; Bearden and Teel, 1983). Hence, the satisfaction of consumer needs is deemed to be central in successfully implementing the marketing concept, which ought to ensure long-term survival and profitability.

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