School of Business and Management

When service failures trigger customer deviance in food-service firms: the roles of failure severity, customer anger, and self-control

Drawing on General Strain Theory, this study examines how service failures escalate into customer deviant behavior in food-service firms. It investigates the effects of service type, categorized as high-contact versus low-contact encounters, and failure type, categorized as proce...

THE CONTRIBUTION OF WOMEN ENTREPRENEURS TO HOUSEHOLD INCOME AND POVERTY REDUCTION IN RURAL AREAS OF EASTERN CAPE

Women entrepreneurship has increasingly been recognised as a critical mechanism for promoting household income generation, women empowerment, and poverty reduction, particularly in rural areas of developing economies. In South Africa, rural women entrepreneurs play a significant...

THE CONTRIBUTION OF WOMEN ENTREPRENEURS TO HOUSEHOLD INCOME AND POVERTY REDUCTION IN RURAL AREAS OF EASTERN CAPE

Women entrepreneurship has increasingly been recognised as a critical mechanism for promoting household income generation, women empowerment, and poverty reduction, particularly in rural areas of developing economies. In South Africa, rural women entrepreneurs play a significant...

Emotion in consumer–chatbot interactions: a systematic literature review from a service marketing perspective

Chatbots increasingly handle frontline service encounters in which consumers seek help, resolve problems, and evaluate providers, making consumer emotion important for understanding automated service experience. This review examines which service-encounter claims empirical consum...