Linking IMO with employees’ fit with their environment and reciprocal...
AbstractPurpose - This study integrates the fit theory and the equity theory in order to stress the importance of retail supervisor's IMO adoption for enhancing contact employees' fit with their...
View ArticleReligious Affiliation: Buffering Negative Reactions to Service Failures
AbstractPurpose - This research examines the buffering effect of a firm’s religious association on customer reactions to a service failure. Design/methodology/approach - Two scenario-driven studies...
View ArticleExamining the role of attribution and intercultural competence in...
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View ArticleHow commitment to fellow customers affects the customer-firm relationship and...
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View ArticleResponses to other similar customers in a service setting – analyzing the...
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View ArticleHealthcare branding: developing emotionally based consumer brand relationships
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View ArticleValue creation through knowledge management in franchising: a multi-level...
AbstractNot available.
View ArticleExamining the Role of Attribution and Intercultural Competence in...
AbstractPurpose - This study aims to develop a model based on attribution theory and intercultural literature to explain the underlying customer satisfaction process in intercultural service...
View ArticleHow commitment to fellow customers affects the customer-firm relationship and...
AbstractPurpose - The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer’s affective commitment to the service provider and customer citizenship...
View ArticleResponses to other similar customers in a service setting – analyzing the...
AbstractPurpose - The purpose of this paper is to identify the effect of similarity in a customer-to-customer-relationship and of perceived performance risk as a boundary condition in a service...
View ArticleHEALTH CARE BRANDING: DEVELOPING EMOTIONALLY BASED CONSUMER BRAND RELATIONSHIPS
AbstractPurpose - Brands can imbue unique meaning to consumers, and such meaning and personal experience with a brand can create an emotional connection and relationship between the consumer and the...
View ArticleValue Co-Creation through Knowledge Exchange in Franchising
AbstractPurpose - This paper proposes a knowledge-exchange framework for value co-creation in franchise network.Design/methodology/approach - This conceptual study integrates literature on franchising,...
View ArticleFranchising and Value Signaling
AbstractPurpose - The goal of this article is to demonstrate how signaling support services and contractual arrangements that create value for incumbent franchisees can help to create value for the...
View ArticleValue Creation through Knowledge Management in Franchising: A Multi-level...
AbstractPurpose - This paper is the first to present an integrative systems model of knowledge management (KM) across the franchisor-franchisee-customer triad. The conceptual development of this paper...
View ArticleEmotional antecedents and outcomes of service recovery: an exploratory study...
AbstractNot available.
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