Professor in the Department of Business Management at Stellenbosch university. He holds a Ph.D. from the University of Pretoria in South Africa. His research interests are service quality as a competitive strategy, the role of risk perceptions in service marketing, the management of service recovery and scale development. He has published papers on these and related topics in several international journals including the European Journal of Marketing, the Service Industries Journal, the Journal of Services Research, the International Journal of Service Industry Management, the Journal of Electronic Commerce Research, the International Journal of Human Resource Management, the International Journal of Entrepreneurship and Innovation, the British Journal of Management, the Family Business Review and the International Journal of Market Research. He teaches Marketing and Marketing Research. He has also taught at the then University of Port Elizabeth and on the MBA courses of Rhodes University (South Africa), the University of Otago (New Zealand) and Nyenrode Business School in the Netherlands.