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A student perspective on irritation: Aspects in the shopping environment Ms N Mashaba, Ms J Caldeira and Ms J Woolfrey..................................................................... 356
Role perceptions of selling teams in the supply chain of a fast-moving consumer goods organisation
Ms M Frazer and Prof C Jooste.................................................................................................. 372
A comparative analysis of brand loyalty of common household products Prof CA Bisschoff and Prof AI Moolla.......................................................................................... 388
Eight internal marketing elements and their influence on brand awareness in the car rental industry
Dr ES Conradie, Prof M Roberts-Lombard and Prof HB Klopper............................................... 411
A content analysis of websites of members of the national funeral directors association of South Africa: An ease of use perspective
Mr CA Coetzee, Dr T Maree and Prof CH van Heerden............................................................. 427 Social networking: A profile of undergraduate students in Tshwane Dr T Maree.................................................................................................................................. 441
The influence of gender on the expectations of black generation Y clients towards their banks' CRM efforts
Mr M Bresler and Dr CF De Meyer............................................................................................. 456
Marketing activities and customer relationship management during different phases of the business cycle in South Africa: The case of investment managers
Mr S Zindiye, Mr J Hefer, Mr T Ndhlovu and Mr M Rochat......................................................... 471 Section 3: Human Resource Management Resilience 29
Demands, exhaustion and absenteeism: Comparing management, professionals and administrative occupations
Dr L de Beer and Prof J Pienaar................................................................................................ 491
SAIMS 2013 CONFERENCE PROCEEDINGS Southern Africa Institute for Management Scientists XII