| 856007 |
Global franchising: current status and future challenges
Richard C. Hoffman, John F. Preble
(pp. 101-113)
Keywords:
Franchising,
International marketing,
Services
ArticleType: Research paper
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(116 KB)
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| 856008 |
The impact of structure and process attributes on satisfaction and behavioral intentions
Dawn Bendall-Lyon, Thomas L. Powers
(pp. 114-121)
Keywords:
Behaviour,
Consumer psychology,
Health services
ArticleType: Research paper
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(155 KB)
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| 856009 |
The effects of organisational climate on market orientation: evidence from the facilities management industry
Sonny Nwankwo, Nana Owusu-Frimpong, Frances Ekwulugo
(pp. 122-132)
Keywords:
Facilities,
Market orientation,
Organizational performance
ArticleType: Research paper
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(143 KB)
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| 856010 |
The impact of service failure severity on service recovery evaluations andpost-recovery relationships
Seungoog Weun, Sharon E. Beatty, Michael A. Jones
(pp. 133-146)
Keywords:
Customer psychology,
Justice,
Service failures
ArticleType: Research Paper
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(127 KB)
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| 856011 |
Consumer complaining to firms: the determinants of channel choice
Anna S. Mattila, Jochen Wirtz
(pp. 147-155)
Keywords:
Complaints,
Consumer psychology,
Consumers
ArticleType: Research Paper
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(182 KB)
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