| 851800 |
Implementing international franchising: the role of intrapreneurship
Levent Altinay
(pp. 426-443)
Keywords:
Entrepreneurialism,
Franchising,
Organizations
ArticleType: Research paper
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(197 KB)
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| 851801 |
Developing a framework for rewards in combined production/service businesses: The case of tipping in the restaurant industry
Aviad A. Israeli, Rachel Barkan
(pp. 444-459)
Keywords:
Customer service management,
Performance related pay,
Service industries
ArticleType: Research paper
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(106 KB)
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| 851802 |
Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention
Thorsten Hennig-Thurau
(pp. 460-478)
Keywords:
Customer orientation,
Customer retention,
Customer satisfaction,
Employees,
Service industries
ArticleType: Research paper
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(152 KB)
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| 851803 |
New service development: learning from and with customers
Jonas Matthing, Bodil Sandén, Bo Edvardsson
(pp. 479-498)
Keywords:
Customer information,
Customer service management,
Learning,
Market orientation,
Market research,
Sweden
ArticleType: Research paper
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(116 KB)
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| 851804 |
The concept of fit in services flexibility research: an empirical approach
Antonio J. Verdú-Jover, F. Javier Lloréns-Montes, Víctor J. García-Morales
(pp. 499-514)
Keywords:
General management,
Manufacturing industries,
Services
ArticleType: Research paper
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(106 KB)
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