Prof Danie Petzer

​​​​

Professor Danie Petzer
Prof Danie Petzer
Profile

Danie Petzer is a professor and director of research at the Gordon Institute of Business Science (GIBS).  He lectures Quantitative Research Methods on the doctoral programme, Business Analysis and Research Methodology on the MBA programme and Marketing courses on GIBS custom programmes. He has experience lecturing at certificate, diploma, degree and postgraduate levels, mainly in the field of marketing with a focus on marketing research, B2B marketing, customer centricity, international marketing, consumer behaviour and services marketing. He regularly presents SPSS training courses to academics, post graduate students and industry.

 

He holds a PhD (Marketing Management) specialising in services marketing and is a NRF rated researcher. His research focuses on ‘uncovering consumer responses to organisational efforts to build, maintain and restore relationships with customers in a services context’. Danie has authored and co-authored several journal articles in his fields of specialisation, most notably published in the Journal of Services Marketing, European Business Review, International Journal of Bank Marketing, Management Dynamics, South African Journal of Business Management and the South African Journal of Economic and Management Sciences. He has also made numerous contributions to textbooks and regularly presents papers at national and international conferences. He is a section editor for the South African Journal of Economic and Management Sciences (SAJEMS) and associate editor for the European Business Review (EBR). He has supervised several masters and doctoral students in the field of marketing to completion.

Responsibilities

Full-time faculty

Published Research

​Journal articles

Petzer, D. J., De Meyer-Heydenrych, C. F., & Svensson, G. (2017). Perceived justice, service satisfaction and behavior intentions following service recovery efforts in a South African retail banking context. International Journal of Bank Marketing, 35(2), 241-253.

Mostert, P., Petzer, D., & Weideman, A. (2016). The interrelationships between customer satisfaction, brand loyalty and relationship intentions of generation Y consumers towards smart phone brands. South African Journal of Business Management, 47(3), 25-34.

Kühn, S., Spies, H., & Petzer, D. (2015). Online servicescapes dimensions as predictors of website trust in the South African domestic airline industry. Southern African Business Review, 19(1), 44-71.

Mackay, N., Mostert, P., & Petzer, D. (2015). The interrelationship between service quality, relational benefits, customer satisfaction and behavioural intentions in the South African short-term insurance industry. The Retail and Marketing Review, 11(1), 44-60.

Strydom, E., Petzer, D., & De Meyer, C. (2015). A multidimensional customer value model for the high fashion retail industry. The Retail and Marketing Review, 11(2), 111-131.


Berndt, A., Petzer, D. J., & Wayland, J. P. (2014). Comprehension of marketing research texts among South African students: An investigation. South African Journal of Higher Education, 28(1), 28-44.


De Meyer, C. F., & Petzer, D. J. (2014). Product involvement and online word-of-mouth in the South African fast food industry. Journal of Global Business and Technology, 10(1), 16-24.


Mackay, N., Petzer, D., & Mostert, P. (2014). Relational benefits and customer satisfaction: A South African short-term insurance industry perspective. Journal of Contemporary Management, 11(1), 302-323.


Maritz, V., Petzer, D. J., & De Meyer, C. (2014). The use of storytelling in quantitative research reports: A marketing research firm perspective: Original research. Acta Commercii, 14(2), 1-10.


Petzer, D., Mostert, P., Kruger, L., & Kuhn, S. (2014). The dimensions of brand romance as predictors of brand loyalty among cell phone users. South African Journal of Economic and Management Sciences, 17(4), 457-470.


Petzer, D., & Mackay, N. (2014). Dining atmospherics and food and service quality as predictors of customer satisfaction at sit-down restaurants. African Journal for Hospitality, Tourism and Leisure, 3(2), 1-14.


Petzer, D., Mostert, P., & Fourie, S. (2014). Online complaint intention and service recovery expectations of clothing retail customers. The Retail and Marketing Review, 10(2), 38-58.


De Meyer, C., Svensson, G., Petzer, D., & Svari, S. (2013). Investigating perceived justice in South African health care. Journal of Contemporary Management, 10(1), 156-175.


De Meyer, C. F., Petzer, D. J., Svari, S., & Svensson, G. (2013). Perceived justice in South African airline and hospital industries: Measurement model. International Journal of Quality and Service Sciences, 5(2), 120-139.


Kruger, L., Kuhn, S. W., Petzer, D. J., & Mostert, P. G. (2013). Investigating brand romance, brand attitude and brand loyalty in the cellphone industry: Original research. Acta Commercii, 13(1), 1-10.


Lubbe, I., & Petzer, D. (2013). Key information sources influencing prospective students' university choice: A South African perspective. South African Journal of Higher Education, 27(4), 920-940.


Mackay, N., Spies, H., Williams, C., van Rensburg, L. J., & Petzer, D. (2013). The influence of service brand equity on the strength of brand relationships in the fast food industry. Southern African Business Review, 17(2), 67-92.


Petzer, D., & De Meyer, C. (2013). Trials and tribulations: Marketing in modern South Africa. European Business Review, 25(4), 382-390.


De Meyer, C., & Petzer, D. (2012). Differences between customer type and consumption stage in terms of service failure responses and preferred service recovery strategies in the cellphone industry. Southern African Business Review, 16(2), 24-46.


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, 26(7), 484-496.


Petzer, D. (2012). The attitudes of urban South African consumers residing in Gauteng toward advertising regulations and practices. Journal of Contemporary Management, 9(1), 89-112.


Petzer, D., & Mostert, P. (2012). Attitude towards, and likelihood of, complaining in the banking, domestic airline and restaurant industries. Southern African Business Review, 16(2), 1-23.


Petzer, D., & Mostert, P. (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.


Berndt, A., & Petzer, D. (2011). Environmental concern of South African cohorts: An exploratory study. African Journal of Business Management, 5(19), 7899-7910.  


Du Plessis, L., & Petzer, D. J. (2011). The attitudes of donors towards non-profit organisations (NPOs) in Gauteng, South Africa: A generational perspective. African Journal of Business Management, 5(30), 12144-12154.


Du Plessis, L., & Petzer, D. (2011). The supporting behaviour of generations towards non-profit organisations in Gauteng. Acta Commercii, 11(1), 269-284.


Meintjes, C., Niemann-Struweg, I., & Petzer, D. (2011). Evaluating web marketing of luxury lodges in South Africa. African Journal of Marketing Management, 3(9), 233-240.


Mostert, P. G., & Petzer, D. J. (2011). Complaining and service recovery in the South African banking industry. Practical Marketing, (3), 12.


Petzer, D. J., & Mostert, P. G. (2011). Country-of-origin product image of South African generation Y consumers. Marketing Mix, 29(5/6), 34.


Petzer, D. (2011). Investigating mobile marketing acceptance of urban South Africans residing in Gauteng. Journal of Contemporary Management, 8(1), 384-407.


Petzer, D., & De Meyer, C. (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.


Vercueil, Z., Petzer, D., & De Meyer, C. (2011). Generation Y's complaint behaviour and desired service recovery in the South African cellphone industry. Journal of Contemporary Management, 8(1), 123-149.


Berndt, A., Saunders, S., & Petzer, D. J. (2010). Readiness for banking technologies in developing countries. Southern African Business Review, 14(3), 47-76.


Botha, D., & Petzer, D. (2010). Marketing challenges faced by South African banks expanding into other emerging markets. Journal of Contemporary Management, 7(1), 420-439.


Petzer, D. J. (2010). Research challenges faced by academic researchers in the field of marketing. Journal of Marketing: Marketing Research, 12-13.


Petzer, D., & Mostert, P. (2010). Country-of-origin product image and willingness to purchase vitamin supplements. Acta Academica, 42(2), 88-116.


Saunders, S. G., & Petzer, D. J. (2010). The interrelationship between service quality, satisfaction and behavioural intention by customer stage in the service delivery process. Management Dynamics: Journal of the Southern African Institute for Management Scientists, 19(1), 25-34.


Berndt, A. D., Petzer, D. J., & Saunders, S. G. (2009). Measuring the technology readiness of consumers. Marketing Mix, 27(9/10), 48.


Petzer, D., Steyn, T., & Mostert, P. (2009). Customer retention practices of group, or branded hotels, as compared to private or owner-managed hotels: An exploratory study. Journal of Contemporary Management, 6(1), 274-297.


Petzer, D., Steyn, T., & Mostert, P. (2009). Customer retention practices of small, medium and large hotels in South Africa: An exploratory study. African Journal of Marketing Management, 1(1), 032-042.


Kruger, S., & Petzer, D. (2008). Measuring tourists' satisfaction with quality of life issues at an arts festival. Acta Commercii, 8(1), 113-127.


Petzer, D. J., & Saunders, S. G. (2008). Cheers! Strategic Marketing, (1), 50-51.


Petzer, D. J., Steyn, T., & Mostert, P. (2008). Competitive marketing strategies of selected hotels: An exploratory study. Southern African Business Review, 12(2), 1-22.


Petzer, D., & Steyn, T. (2006). Customer retention: A theoretical perspective of service failure and service recovery in the hotel industry. Acta Commercii, 6(1), 162-172.


Petzer, D. J. (2004). Customer defection and the service business: How can defections be managed? Boardroom Journal: Journal of the Southern African Institute of Chartered Secretaries and Administrators, (2), 17-20.


Petzer, D. J. (2003). Following a customer-driven approach to customer retention: A services marketing perspective. Boardroom Journal: Journal of the Southern African Institute of Chartered Secretaries and Administrators, (1), 17-19.

Significant Achievements
  • 2015 – Received NRF (C2) rating
Contact Details
Qualifications
  • PhD (NWU)
  • MCom (PU for CHE)
  • BCom (Hons.) (PU for CHE)
  • BCom (PU for CHE)
Fields of Interest
  • ​Marketing research
  • Services marketing
  • Consumer behaviour
​​
Sign In

We are processing your request, please be patient.