Journal of Services Marketing: Volume 28 Issue 2

Value creation through knowledge management in franchising: a multi-level conceptual framework

Scott Weaven, Debra Grace, Rajiv Dant, James R. Brown

The purpose of this paper is to present an integrative systems model of knowledge management (KM) across the franchisor-franchisee-customer triad. The conceptual development of…

Franchising and value signaling

Laura Lucia-Palacios, Victoria Bordonaba-Juste, Melih Madanoglu, Ilan Alon

The purpose of this paper is to demonstrate how signaling support services and contractual arrangements that create value for incumbent franchisees can help to create value for…

Value co-creation through knowledge exchange in franchising

Audhesh K. Paswan, Derrick D'Souza, Rajasree K. Rajamma

– This paper proposes a knowledge-exchange framework for value co-creation in franchise network.

Healthcare branding: developing emotionally based consumer brand relationships

Elyria Kemp, Ravi Jillapalli, Enrique Becerra

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…

Responses to other similar customers in a service setting – analyzing the moderating role of perceived performance risk

Anna Dorothea Brack, Martin Benkenstein

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…

How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior

Susanne Curth, Sebastian Uhrich, Martin Benkenstein

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…

Examining the role of attribution and intercultural competence in intercultural service encounters

Jackie Tam, Piyush Sharma, Namwoon Kim

This study aims to develop a model based on attribution theory and intercultural literature to explain the underlying customer satisfaction process in intercultural service…

Executive summary of “Franchising and value signaling”

Executive summary of “Responses to other similar customers in a service setting – analyzing the moderating role of perceived performance risk”

Executive summary of “Value co-creation through knowledge exchange in franchising”

Executive summary of “Value creation through knowledge management in franchising: a multi-level conceptual framework”

Executive summary of “How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior”

Executive summary of “Examining the role of attribution and intercultural competence in intercultural service encounters”

Executive summary of “Healthcare branding: developing emotionally based consumer brand relationships”