Curriculum Vitae 1. General information Title, name and surname: Professional registrations:

2. Qualifications Qualification type: Field of study: Institution: Year obtained:

Prof Danie Petzer -

PhD Marketing Management

North West University 2006

Qualification type: Field of study: Institution: Year obtained:

MCom Marketing Management

Qualification type: Field of study: Institution: Year obtained:

BCom Hons

Qualification type: Field of study: Institution: Year obtained:

BCom

PU for CHE 2000

Marketing Management PU for CHE 1994

PU for CHE 1993

3. Commercialisation of expertise

He specialises in Services Marketing, International Marketing and Marketing Research, more specifically quantitative research. 4. Publications International publications:

Petzer, D.J., Steyn, T.F.J. & Mostert, P.G. 2009. Customer retention practices of small, medium and large hotels in South Africa: an exploratory study. African Journal of Marketing Management. 1(1):32-42. April. Petzer, D.J. & De Meyer, C.F. 2011. The perceived service quality, satisfaction and behavioural intent towards cellphone network service providers: a generational perspective. African Journal of Business Management, 5(17):7461-7473. Berndt, A.D. & Petzer. D.J. 2011. Environmental concern of South African cohorts: an exploratory study. African Journal of Business Management, 5(19):7899-7910. Meintjes, C., Niemann-Struweg, I. & Petzer, D.J. 2011. Evaluating

web marketing of luxury lodges in South Africa. African Journal of Marketing Management, 3(9):233-240. Du Plessis, L. & Petzer, D.J. 2011. The attitudes of donors towards non-profit organisations (NPOs) in Gauteng: a generational perspective. African Journal of Business Management, 5(30): 12144-12154. Petzer, D.J., De Meyer, C.F., Svari, S. & Svensson, G. 2012. Service Receivers’ Negative Emotions in Airline and Hospital Service Settings. Journal of Services Marketing, 7(26):484-496. Petzer, D.J. & Mostert, P.G. 2012. Banking customers’ attitudes toward complaining, their likelihood of voicing a complaint and service recovery they consider appropriate. African Journal of Business Management, 6(12):4462-4471. Petzer, D.J. & De Meyer, C.F. 2013. Trials and tribulations: marketing in modern South Africa. European Business Review. (Accepted for publication).

National publications:

De Meyer, C.F., Petzer, D.J., C.F., Svari, S. & Svensson, G. 2013. Perceived justice in South African airline and hospital industries: measurement model. International Journal of Quality and Services Studies, 5(2). (Accepted for publication). Petzer, D.J. & Steyn, T.F.J. 2006. Customer retention: a theoretical perspective of service failure and service recovery in the hotel industry. Acta Commercii, 6:162-172. Kruger, S. & Petzer, D.J. 2008. Measuring satisfaction levels related to quality of life issues of tourists attending an arts festival. Acta Commercii, 8:113-127. Petzer, D.J., Steyn, T.F.J. & Mostert, P.G. 2008. Competitive marketing strategies of selected hotels: an exploratory study. South African Business Review, 12(2):1-22. Petzer, D.J. & Saunders, S.G. 2008. Cheers!’ Strategic Marketing, Inaugural issue: 50-51, July/August. Berndt, A.D., Petzer, D.J. & Saunders, S.G. 2009. Measuring the technology readiness of consumers. Marketing Mix, 27(9/10):48. Petzer, D.J., Steyn, T.F.J. & Mostert, P.G. 2009. Customer retention practices of group or branded hotels as compared to private or owner-managed hotels in Gauteng, South Africa: an exploratory study. Journal of Contemporary Management, 6:274297. Petzer, D.J. 2010. Research challenges faced by academic researchers in the field of marketing. Journal of Marketing – Marketing Research Page: 12-13.

Saunders, S.G. & Petzer, D.J. 2010. The interrelationship between service quality, satisfaction and behavioural intention by customer stage in the service process. Management Dynamics, 19(1):25-34. Petzer, D.J. & Mostert, P.G. 2010. Investigating country-of-origin product image and willingness to purchase vitamin supplements. Acta Academica, 42(2):88-116. Botha, D.M. & Petzer, D.J. 2010. Marketing challenges faced by South African banks expanding into other emerging markets. Journal of Contemporary Management, 7:420-439. Berndt, A.D., Saunders, S.G. & Petzer. D.J. 2010. Readiness for banking technologies in developing countries. South African Business Review, 14(3):47-76. Petzer, D.J. & Mostert, P.G. 2011. Country-of-origin product image of South African Generation Y consumers. Marketing Mix, 29(5/6):34. Mostert, P.G. & Petzer, D.J. 2011. Complaining and service recovery in the South African Banking industry. Practical Marketing, 3:12. Verceuil, Z., Petzer, D.J. & De Meyer, C.F. 2011. Complaint behaviour of, and service recovery strategies desired by generation Y customers when cellphone network service providers fail. Journal of Contemporary Management, 8:123-149. Petzer, D.J. 2011. Investigating mobile marketing acceptance of urban consumers residing in Gauteng, South Africa. Journal of Contemporary Management, 8:384-407. Du Plessis, L. & Petzer, D.J. 2011. The supporting behaviour of different generations towards non-profit organisations in Gauteng. Acta Commercii, 11:269-284. Petzer, D.J. 2012. The attitudes of urban South African consumers residing in Gauteng toward advertising regulation and practices. Journal of Contemporary Management, 9:89-112. Petzer, D.J. & Mostert, P.G. 2012. Attitude towards, and likelihood of complaining in the banking, airline and restaurant industries. South African Business Review, 16(2):1-23. De Meyer, C.F. & Petzer, D.J 2012. The influence of customer type and consumption stage on service failure responses and preferred service recovery strategies in the cellphone industry. South African Business Review, 16(2):24-46. Lubbe, I. & Petzer D.J. 2013. Key information sources influencing prospective students’ university choice – a South African

perspective. South African Journal of Higher Education, 27(4). (Accepted for publication). Mackay, N., Spies, H., Williams, C., Jansen van Rensburg, L.R. & Petzer, D.J. 2013. The influence of service brand equity on the strength of brand relationships in the fast food industry. South African Business Review. (Accepted for publication). Berndt, A.D., Petzer, D.J. & Wayland, J.P. 2013. Comprehension of marketing research texts among South African students: an investigation. South African Journal of Higher Education. (Accepted for publication). 5. Papers presented (From recent to past – past seven years ) International papers: Petzer, D.J. & Steyn, T.F.J. 2007. Customer retention: an empirical investigation of service failure management and service recovery in hotels in Gauteng, South Africa. Paper presented at the 7th Annual Hawaii International Conference on Business in Honolulu, May 2007. Botha, D.M. & Petzer, D.J. 2007. Marketing challenges faced by Banks in emerging markets. Paper presented at the 5th International Conference: Entrepreneurship in Emerging Economies hosted by the School of Business Management of the Polytechnic of Namibia in Windhoek, October 2007. Petzer, D.J., Berndt, A.D. & Saunders, S.G. 2008. The impact of technology readiness (TRI) on banking services in emerging economies. Paper presented at the 17th Annual Frontiers in Services Conference in Washington, DC, USA, October 2008. Du Plessis, L., Berndt, A.D. & Petzer, D.J. 2009. The attitude of Generation Y students as a South African University towards supporting charitable organizations. Paper presented at the 11th Annual Global Business and Technology Association (GBATA) in Prague, July 2009. Saunders, S.G. & Petzer, D.J. 2009. Consumer tipping: a study of the car guard industry. Paper presented at the Australian New Zealand Marketing Academy annual conference hosted by Monash University in Melbourne, December 2009. Botha, D.M. & Petzer, D.J. 2010. Investigating marketing challenges faced by South African banks expanding into other emerging markets. Paper presented at the 17th European Institute Recent Advances in Retailing and Consumer Services Sciences (EIRASS) conference in Istanbul, July 2010. Niemann-Struweg, I., Meintjes, C. & Petzer, D.J. 2010. Evaluating the market related aspects of websites in an emerging market: a case of luxury lodges in Mpumalanga, South Africa. Paper presented at the 17th European Institute Recent Advances in Retailing and Consumer Services Sciences (EIRASS) conference in

Istanbul, July 2010. Mostert, P., Petzer, D.J. & De Meyer, C. 2010. Comparing service failure and service recovery in South African, United States and Irish restaurants. Paper presented at the 12th Annual Global Business and Technology Association (GBATA) in South Africa during July 2010. Svari, S., Petzer, D.J., De Meyer, C.F. & Svensson, G. 2011. Emotional responses to negative service encounters with airlines and hospitals in South Africa. Paper presented at the QUIS 12 – the International Conference on Service Excellence in Management in Ithaca, New York, June 2011. Petzer, D.J., De Meyer, C.F., Svari, S. & Svensson, G. 2011. Perceived justice in South African service encounters: a comparison between airline and hospital industries. Paper presented at the 18th European Institute Recent Advances in Retailing and Consumer Services Sciences (EIRASS) conference in San Diego, California, July 2011. Petzer, D.J., De Meyer, C.F., Svari, S. & Svensson, G. 2011. Negative emotions in South African service encounters: a comparison between airline and hospital industries. Paper presented at the 18th European Institute Recent Advances in Retailing and Consumer Services Sciences (EIRASS) conference in San Diego, California, July 2011. Petzer, D.J. 2011. Marketing-related mobile activities and mobile marketing acceptance of urban South Africans. Paper delivered at the IJAS Conference in Rome, Italy, October/November 2011. Petzer, D.J. 2012. The attitude towards and beliefs regarding advertising regulation of urban South Africans. Paper delivered at the 19th International Conference European Institute Recent Advances in Retailing and Consumer Services Sciences (EIRASS) in Vienna, Austria, July 2012. Strydom, E. & Petzer, D.J. & De Meyer, C.F. 2012. Uncovering the dimensions of customer value in high fashion retailing in South Africa. Paper delivered at the 19th I European Institute Recent Advances in Retailing and Consumer Services Sciences (EIRASS) conference in Vienna, Austria, July 2012. Bogaards, M. & Petzer, D.J. 2012. Investigating Generation Y township consumers in South Africa’s perceptions towards advertising of chicken fast food products and their subsequent purchasing intentions. Paper delivered at the 19th European Institute Recent Advances in Retailing and Consumer Services Sciences (EIRASS) conference in Vienna, Austria, July 2012. Petzer, D.J. & Mostert, P.G. 2012. Intention to complain: insights from the South African restaurant industry. Paper delivered at

the Global Business Conference hosted by the Innovation Institute in Zadar, Croatia, September 2012. De Meyer, C.F., Petzer, D.J., Svensson, G. & Svari, S. 2012. Perceived justice and negative service encounters in the South African health care industry. Paper delivered at the 1st MultiDisciplinary Academic Conference (MAC) hosted by the Institute AV Consulting in Prague, Czech Republic during December 2012. Svensson, G., Padin, C., Varela, J.C.S., Wagner, B., Petzer, D.J., Klopper, H.B. & Høgevold, N.M. 2013. International research on business sustainability in business networks: current status and future studies. Paper accepted at the Academy of Marketing Sciences Conference in Monterey, US during June 2013. Svensson, G., Wagner, B., Petzer, D.J., Padin, C., Klopper, H.B., Varela, J.C.S. & Høgevold, N.M. 2013. Business sustainability index – a research network and international research project. Paper accepted at the 20th European Institute Recent Advances in Retailing and Consumer Services Sciences (EIRASS) conference in Philadelphia, US during June 2013.

National papers:

De Meyer, C.F. & Petzer, D.J. 2013. Product involvement and online word-of-mouth in the South African fast food industry. Paper accepted at the 15th Annual Global Business and Technology Association (GBATA) in Helsinki, Finland during July 2013. Petzer, D.J. & Steyn, T.F.J. 2006. Compatibility management of Gauteng hotel guests. Paper presented at SAIMS Conference hosted by the University of Stellenbosch in Stellenbosch, September 2006. Saunders, S.G. & Petzer, D.J. 2006. Bank account prediction model for the urban poor. Paper presented at SAIMS Conference hosted by the University of Stellenbosch in Stellenbosch, September 2006. Petzer, D.J. & Steyn, T.F.J. 2006. Customer retention management for the hotel industry: service failure and service recovery – a theoretical perspective. Paper presented at the Faculty of Management Conference hosted by the University of Johannesburg in Johannesburg, October 2006. Petzer, D.J. & Steyn, T.F.J. 2007. Customer retention: managing customer defections in the hotel industry in Gauteng. Paper presented at SAIMS Conference hosted by the University of Johannesburg in Johannesburg, September 2007. Petzer, D.J. Berndt, A.D. & Saunders, S.G. & 2008. The technology readiness of urban South African banking consumers. Paper presented at SAIMS Conference hosted by the University of Pretoria in Muldersdrift, September 2008.

Petzer, D.J. & Saunders, S.G. 2008. The country-of-origin effect – a comparison between attitudes of South African and Australian University students. Paper presented at SAIMS the Conference hosted by the University of Pretoria in Muldersdrift, September 2008. Berndt, A.D., Petzer, D.J. & Saunders, S.G. 2009. The readiness of South African consumers for technology-based banking products and services’. Paper presented at the 2nd Annual Faculty of Management Conference at the University of Johannesburg in Johannesburg, March 2009. Niemann-Struweg, I., Meintjes, C. & Petzer, D.J. 2009. Evaluating the websites of luxury lodges as a competitive marketing tool. Paper presented at the SAIMS Conference hosted by Nelson Mandela Metropolitan University in Port Elizabeth, September 2009. Jooste, C.J. & Petzer, D.J. 2009. Profiling staff specialising in the marketing/retailing fields at South African universities. Paper presented at the SAIMS Conference hosted by Nelson Mandela Metropolitan University in Port Elizabeth, September 2009. Petzer, D.J., Mostert, P.G. & Steyn, T.F.J. 2010. A comparison on the country-of-origin product image of South African and United States students. Paper presented at the 3rd Annual Faculty of Management Conference at the University of Johannesburg in Broederstroom, May 2010. Berndt, A.D. & Petzer, D.J. 2010. Attitudes towards environmental issues: an exploratory study. Paper presented at the 3rd Annual Faculty of Management Conference at the University of Johannesburg in Broederstroom, May 2010. Strydom, E. & Petzer, D.J. 2010. Getting your mind around the dimensions of customer value in a high fashion retail setting – a theoretical perspective. Paper presented at the 3rd Annual Faculty of Management Conference at the University of Johannesburg in Broederstroom, May 2010. Petzer, D.J & Mostert, P.G. 2010. Attitudes of South African and United States students towards marketing practices: a countryof-origin (CCO) perspective. Paper presented at the SAIMS Conference hosted by Rhodes University at Mpekweni Beach Resort, September 2010. Mostert, P.G., Petzer, D.J. & De Meyer, C.F. 2010. Customer complaint behaviour: an exploratory study among restaurant patrons. Paper presented at the SAIMS Conference hosted by Rhodes University at Mpekweni Beach Resort, September 2010. Gerrard, P., De Meyer, C.F. & Petzer, D.J. 2011. The influence of service quality and satisfaction of Generation Y customers on

behavioural intentions in the cell phone industry. Paper presented at the 4th Annual Faculty of Management Conference at the University of Johannesburg, May 2011. Du Plessis, L. & Petzer, D.J. 2011. Consumer preferences towards the marketing communication activities of non-profit organisations in Gauteng: a generational perspective. Paper delivered at the SAIMS Conference to be hosted by UKZN at the Riverside Hotel, Durban, September 2011. Bogaards, M. & Petzer, D.J. 2011. The role of opinion leaders in promoting brands in black townships: an exploratory study. Paper delivered at the SAIMS Conference to be hosted by UKZN at the Riverside Hotel, Durban, September 2011. Petzer, D.J. & Mostert, P.G. 2011. Comparing the service delivery perceptions and the attitudes of regular and occasional restaurant patrons towards complaining. Paper delivered at the SAIMS Conference to be hosted by UKZN at the Riverside Hotel, Durban, September 2011. Petzer, D.J. & Mostert, P.G. 2011. An industry comparison of the attitude of consumers towards complaining and likelihood of voicing a complaint when service failures occur. Paper delivered at the IBC Conference hosted by NWU at the Grand Mauritian Hotel, Mauritius, September 2011. De Meyer, C.F., Petzer, D.J., Svensson, G. & Svari, S. 2012. Exploring negative emotions patients experience following a service failure in the South African healthcare sector. Paper delivered at the SAIMS Conference hosted by Stellenbosch University in Stellenbosch, September 2012. Kruger, L., Mostert, P.G. & Petzer, D.J. 2012. The importance of product attribute in decision-making: an exploratory study among vitamin consumers. Paper delivered at the SAIMS Conference hosted by Stellenbosch University in Stellenbosch, September 2012. Klopper, H.B., Petzer, D.J., Svensson, G., Wagner, B., Padin, C., Sosa Varela, J. C. and Høgevold, N. 2013. Business sustainability index – a research network and international research project. Paper accepted at the Emerging Markets Conference Board (EMCB) in Port Elizabeth, South Africa. during June 2013. Maritz, V., Petzer, D.J. & De Meyer, C.F. 2013. The use of data visualisation techniques in quantitative research reports: a marketing research firm perspective. Paper accepted at the annual Emerging Markets Conference Board (EMCB) in Port Elizabeth, South Africa during June 2013. Maritz, V., Petzer, D.J. & De Meyer, C.F. 2013. Quantitative reporting: the use of storytelling and data visualisation. Paper

accepted at the 34th Southern African Marketing Research Association (SAMRA) conference in Johannesburg, South Africa during May 2013. 6. Research NRF rating and year rated: