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




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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