Articles

• Attitude towards, and likelihood of, complaining in the banking, domestic airline and restaurant industries

  DJ Petzer, PG Mostert

  1-23

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• Differences between customer type and consumption stage in terms of service failure responses and preferred service recovery strategies in the cellphone industry

  CF De Meyer, DJ Petzer

  24-46

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• Learning approaches to the study of auditing followed by prospective South African chartered accountants

  K Barac

  47-68

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• The impact of selected stakeholders on family business continuity and family harmony

  E Venter, S van der Merwe, S Farrington

  69-96

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• The importance of choice attributes and the positions of the airlines within the South African domestic passenger airline industry as perceived by passengers at Durban International Airport

  B Campbell, D Vigar-Ellis

  97-119

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• An analysis of the inter-relationship between savings product usage and satisfaction using a SERVQUAL framework

  B de Clercq, JMP Venter, CJ van Aardt

  120-138

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