n Management Today - Facilitating customer retention through the application of Total Quality Management

Volume 29, Issue 1
  • ISSN : 1027-4324



Over the past few decades, customer satisfaction, customer retention and policies and procedures have earned great amount of lip service. The importance of satisfied customer percentage has been emphasized by theories even longer before the best advised companies have done so. The Soccer World cup 2010 has renewed the focus on customer satisfaction and retention of particularly South African hospitality institutions.

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