Table of contents
Global franchising: current status and future challenges
Richard C. Hoffman, John F. PrebleAbout a decade ago positive predictions were made regarding the international growth of franchising. This study was undertaken to examine the actual growth and development of…
The impact of structure and process attributes on satisfaction and behavioral intentions
Dawn Bendall‐Lyon, Thomas L. PowersThis paper develops a framework that links satisfaction with structure and process attributes to global satisfaction and behavioral intentions. The authors develop and present a…
The effects of organisational climate on market orientation: evidence from the facilities management industry
Sonny Nwankwo, Nana Owusu‐Frimpong, Frances EkwulugoMarket orientation is widely held as a credo for organisational success. Essentially, this means that organisations that are market oriented tend to perform better than those that…
The impact of service failure severity on service recovery evaluations andpost‐recovery relationships
Seungoog Weun, Sharon E. Beatty, Michael A. JonesPrevious research has found that interactional justice and distributive justice are critical factors influencing customer satisfaction after a service recovery. In addition…
Consumer complaining to firms: the determinants of channel choice
Anna S. Mattila, Jochen WirtzDespite its managerial importance, channel choice has received scant attention in scholarly research. To close that gap, this paper incorporated channel choice into Day and…
ISSN:
0887-6045e-ISSN:
2054-1651ISSN-L:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Professor Kristina Heinonen
- Professor Mark Rosenbaum