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Article
Publication date: 1 April 2006

Kelli Bodey and Debra Grace

This study examines service “complainers” and “non‐complainers” on the basis of four personality characteristics (perceived control, Machiavellianism, self‐efficacy…

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Abstract

Purpose

This study examines service “complainers” and “non‐complainers” on the basis of four personality characteristics (perceived control, Machiavellianism, self‐efficacy, self‐monitoring) and attitude toward complaining.

Design/methodology/approach

This study employed a quantitative methodology. Data were gathered via self‐report survey to a sample of 200 university students.

Findings

The results indicate that attitude toward complaining, perceived control and self‐monitoring were significant discriminating variables between “complainers” and “non‐complainers”. Other variables tested such as self‐efficacy and Machiavellianism were not significant.

Research limitations/implications

The use of a student sample limits the findings beyond this group, however, student samples do tend to be representative of the general buying public. Therefore, it is suggested that the variables studied here should be further examined using a more diverse consumer sample. In addition, the relationship between attitude toward complaining and complaint behavior warrants further investigation, as it appears that this relationship may deviate from the expected attitude‐behavior relationship, particularly where “non‐complainers” are concerned.

Practical implications

While the importance of encouraging customer complaints cannot be overstated, it appears, from the findings of this study, that personality traits and attitudes may, in some cases, prohibit customers from engaging in complaint behavior. Therefore, it is imperative that service firms analyse their service provision and complaint processes so that the likelihood of customers complaining in the event of service failure is maximized. Such strategies may well include feedback surveys or service provider/employee evaluation forms, toll free numbers and customer service calls.

Originality/value

This paper makes a significant contribution to our understanding of complaint behavior through the exploration of consumer characteristics that have not before been examined within this realm.

Details

Journal of Services Marketing, vol. 20 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 8 June 2015

Sarah Sloan, Kelli Bodey and Richard Gyrd-Jones

The purpose of this paper was to explore the role knowledge sharing plays in both firm-sponsored (FS) and user-generated (UG) Online Brand Communities (OBCs) on Facebook. Branding…

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Abstract

Purpose

The purpose of this paper was to explore the role knowledge sharing plays in both firm-sponsored (FS) and user-generated (UG) Online Brand Communities (OBCs) on Facebook. Branding through online mediums is an under-researched area that is slowly gaining attention in the literature. In some ways, action has come first as theory struggles to catch up with technological advances. Given that social sharing behaviours (i.e. online social networking) are arguably driving the strategic direction of marketers, it is important to understand the discourse that is being communicated. One such avenue is through participation in an OBC. While it is apparent that research is growing in the OBC area, there are still areas of interest that have gained little attention.

Design/methodology/approach

Data were collected using netnography, an appropriate yet under-applied methodological technique used to investigate the consumer behaviour of cultures and communities present on the Internet. Specifically, Facebook Pages relating to five OBCs based on the cruise-liner P & O Australia have been chosen for this case study.

Findings

Results indicate that in both the FS and UG OBCs, knowledge-sharing was seen to have an important influence on pre-purchase decision-making. It also acted as a mechanism for trust building and sharing brand experiences and as an important encouragement to developing a sense of community among community members. A particularly interesting outcome of this research was the way in which consumers have taken on an active role in co-creating brand identity, which seemingly illuminates the role of brand management in social media.

Practical implications

Given that this research was conducted with a real brand, with real customers, in a real OBC, the findings also point to some important practical applications. This study has found that the role of brands in their online forums is paramount, and as such, highlights the importance of effective brand governance. The rise of technology brings increased opportunities for a brand to reach out to their consumers. This study makes a further contribution by providing insights into how the consumer–brand relationship is shaped by the communication that occurs between consumers. To this end, consumers see it as the brand’s responsibility to monitor such online platforms, thus indicating the management of OBCs needs to be at the forefront of brand management practices.

Originality/value

This study represents one of the earliest investigations of brand communities facilitated by social media, specifically focusing on Facebook as the communication platform. Importantly, this study increases our knowledge of consumer interaction in social media, with an emphasis towards the role that knowledge sharing contributes to OBCs and the differences prevalent between FS and UG online communities.

Details

Qualitative Market Research: An International Journal, vol. 18 no. 3
Type: Research Article
ISSN: 1352-2752

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Publication date: 2 March 2020

Maurice Roussety, Lorelle Frazer, Scott Weaven and Park Thaichon

Franchising manifests a bundle of risks created by the delegation of functions as both franchisor and franchisee exploit their respective comparative advantage. The galvanization…

Abstract

Franchising manifests a bundle of risks created by the delegation of functions as both franchisor and franchisee exploit their respective comparative advantage. The galvanization of this advantage is governed by the franchise agreement and optimized by the effectiveness of the governance structure. This chapter considers the concept of risk and discusses its implications in valuing franchisee-operated businesses. It examines how risks arise, where they congregate and synthesizes the specific franchising issues relating to risk-adjusted cashflows, risk analysis, risk mitigation, and risk pricing. The authors propose that risks in franchising are multi-layered and hierarchical. Consequently, this relationship is represented in a Franchise Risk Ecology (FRE) comprising risks inherent in the market, the franchisor, the system, the industry, and within the franchisee-operated business.

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Article
Publication date: 11 September 2009

Thorsten Gruber, Isabelle Szmigin and Roediger Voss

The purpose of this paper is to explore the nature of complaint satisfaction, specifically to examine how contact employees should behave and which qualities they should possess…

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Abstract

Purpose

The purpose of this paper is to explore the nature of complaint satisfaction, specifically to examine how contact employees should behave and which qualities they should possess. The study also aims to explore the comparability of results obtained from two laddering methods, as the alternative techniques may lead to different sets of attributes.

Design/methodology/approach

An exploratory study using the means‐end approach and two laddering techniques (personal interviews and questionnaires) was conducted.

Findings

While the personal interviews produced more depth in understanding, the results of the two laddering methods are broadly similar. The research indicates that being taken seriously in the complaint encounter and the employee's listening skills and competence are particularly important.

Research limitations/implications

Owing to the exploratory nature of the study and the scope and size of its student sample, the results outlined are tentative in nature.

Practical implications

If companies know what customers expect, contact employees may be trained to adapt their behavior to their customers' underlying expectations, which should have a positive impact on customer satisfaction. For this purpose, the paper gives suggestions to managers to improve active complaint management.

Originality/value

The study was the first to successfully apply the means‐end approach and two laddering techniques to the issue of complaint satisfaction. The paper has hopefully opened up an area of research and methodology that could reap considerable further benefits for researchers interested in the area of customer complaint satisfaction.

Details

Journal of Services Marketing, vol. 23 no. 6
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 13 June 2009

M. Abraham, P. Venter, J.F.R. Lues, O. de Smidt and I. Ivanov

This paper aims to evaluate the influence of pasteurization, ultra high temperature (UHT) treatment and sodium benzoate preservation on the LPS‐related endotoxicity of food‐borne…

437

Abstract

Purpose

This paper aims to evaluate the influence of pasteurization, ultra high temperature (UHT) treatment and sodium benzoate preservation on the LPS‐related endotoxicity of food‐borne pathogens Escherichia coli, Salmonella enteritidis and Pseudomonas aeruginosa.

Design/methodology/approach

The paper sees that selected bacteria were subjected to laboratory simulations of commercially used heat treatments. In the case of sodium benzoate preservation, the bacteria were grown in the presence of a sub‐lethal dose of this preservative. Cells and debris were subjected to LPS extraction, GC‐MS analyses and endotoxicity measurement with the chromogenic Limulus Amebocyte Lysate (LAL) assay.

Findings

The heat treatments and preservation method influenced the LPS‐related toxicity of each organism in a different manner. Increases in LPS‐related toxicity were noted in the LPS liberated from UHT‐treated E. coli and S. enteritidis and pasteurized E. coli and P. aeruginosa. Toxicity of the membrane associated LPS of UHT‐treated E. coli and pasteurized S. enteritidis was also elevated. Sodium benzoate resulted in E. coli cells with LPS with related toxicity levels almost double compared to that of the control cells. S. enteritidis LPS also demonstrated an increase in toxicity, while that of P. aeruginosa was rendered less toxic.

Practical implications

Toxicity could still be detected even after sterilization treatments like UHT, suggesting that viability and toxicity are not necessarily connected and that the toxicity of LPS molecules that remain in food products after treatment should be considered. Although ingestion of LPS originating from Gram‐negative bacteria is a fairly new concept, the effect that these toxins might have on members of society with compromised immune systems and individuals suffering from gastrointestinal diseases cannot be ignored.

Originality/value

The paper introduces a unique insight into food safety treatment‐induced toxicological changes related to LPS originating from food‐borne organisms, a factor that is currently unexplored in the South African food industry.

Details

British Food Journal, vol. 111 no. 6
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 1 June 2012

Rozenn Perrigot and Olivier Herrbach

The purpose of this paper is to examine franchisee perception of company‐owned outlets within their network.

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Abstract

Purpose

The purpose of this paper is to examine franchisee perception of company‐owned outlets within their network.

Design/methodology/approach

The paper uses a qualitative approach, based on 38 interviews of franchisees belonging to plural form networks from various industries.

Findings

The interviews show that franchisees generally perceive the advantages of the plural form in terms of network development and management, but they also perceive some limitations, mainly in terms of network culture and cohesion, as well as potential conflicts and costs.

Research limitations/implications

Limitations mainly concern the exploratory nature of this research.

Practical implications

While they should keep on emphasising the benefits of the plural form, franchisors also have to reduce the perception of its limitations. They have to reinforce network culture and minimise internal conflicts.

Originality/value

The paper contributes to the existing literature on the plural form by using a franchisee‐based approach. In addition, contrary to most previous literature, it also highlights some limitations of the plural form.

Details

International Journal of Retail & Distribution Management, vol. 40 no. 7
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 12 October 2017

Joel E. Collier, Michael Breazeale and Allyn White

When a failure occurs with a self-service technology (SST), do customers want to give back the “self” in self-service? The authors explore employee’s role in a self-service…

3289

Abstract

Purpose

When a failure occurs with a self-service technology (SST), do customers want to give back the “self” in self-service? The authors explore employee’s role in a self-service failure and how the presence of other customers can change that role. Specifically, they examine how the self-monitoring of customers behavior during a failure can change recovery preferences.

Design/methodology/approach

Data were collected from customers of a movie self-service ticket kiosk and a grocery self-checkout. Three experiments were conducted.

Findings

Results from these studies find that customers want employees to fully take over a transaction after a failure if it takes place in isolation. If other patrons are present or waiting in line, then customers prefer the employee to simply correct the problem and let them complete the transaction. Finally, the servicescape along with the presence of other customers in a self-service area can induce self-monitoring behaviors and alter optimal recovery strategies.

Research limitations/implications

These findings have implications on the appropriate amount of recovery assistance customers need in a self-service experience.

Practical implications

This research reveals the social and functional complexities associated with executing a satisfactory SST failure recovery, particularly with respect to determining the extent to which the employee or customer should control the attempt.

Originality/value

This is the first study to examine the employee’s role in a self-service failure. While other studies have examined customers’ intentions in a self-service failure, authors examine how a service provider can assist in the recovery of a self-service failure.

Details

Journal of Services Marketing, vol. 31 no. 6
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 13 November 2017

Latisha Reynolds, Amber Willenborg, Samantha McClellan, Rosalinda Hernandez Linares and Elizabeth Alison Sterner

This paper aims to present recently published resources on information literacy and library instruction providing an introductory overview and a selected annotated bibliography of…

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Abstract

Purpose

This paper aims to present recently published resources on information literacy and library instruction providing an introductory overview and a selected annotated bibliography of publications covering all library types.

Design/methodology/approach

This paper introduces and annotates English-language periodical articles, monographs, dissertations and other materials on library instruction and information literacy published in 2016.

Findings

The paper provides information about each source, describes the characteristics of current scholarship and highlights sources that contain unique or significant scholarly contributions.

Originality/value

The information may be used by librarians and interested parties as a quick reference to literature on library instruction and information literacy.

Details

Reference Services Review, vol. 45 no. 4
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 10 November 2014

Robert Detmering, Anna Marie Johnson, Claudene Sproles, Samantha McClellan and Rosalinda Hernandez Linares

– The purpose of this paper is to provide a selected bibliography of recent resources on library instruction and information literacy.

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Abstract

Purpose

The purpose of this paper is to provide a selected bibliography of recent resources on library instruction and information literacy.

Design/methodology/approach

Introduces and annotates English-language periodical articles, monographs and other materials on library instruction and information literacy published in 2013.

Findings

Provides information about each source, discusses the characteristics of current scholarship and describes sources that contain unique scholarly contributions and quality reproductions.

Originality/value

The information may be used by librarians and interested parties as a quick reference to literature on library instruction and information literacy.

Details

Reference Services Review, vol. 42 no. 4
Type: Research Article
ISSN: 0090-7324

Keywords

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Article
Publication date: 18 April 2023

Jacques Boulay, Barbara Caemmerer, Odile Chanut, Chaudey Magali and Muriel Fadairo

The authors conduct a structured analysis of the literature on the determinants of economic and financial franchise performance and develop an integrative framework that unifies…

353

Abstract

Purpose

The authors conduct a structured analysis of the literature on the determinants of economic and financial franchise performance and develop an integrative framework that unifies the literature from franchisor as well as franchisee perspectives.

Design/methodology/approach

53 relevant research articles on economic and financial franchise success published between 1976 and 2020 were identified. After providing an overview of the empirical methods and theoretical perspectives found in the literature, an original classification system of franchise success determinants was developed.

Findings

More than 50 different variables impacting economic or financial franchise success were identified and grouped into ten distinct categories. The most impactful categories are the franchise relationship, franchisee characteristics and capabilities, franchisor variables and the franchise environment. The study’s integrative framework illustrates not only the impact of these factors on franchise success, but also reveals which areas require more attention.

Research limitations/implications

As the study focused on understanding the determinants of franchise success, any measures related to franchise failure were excluded. Also, the role of venture capital and stock market listing as growth strategies in the franchise sector were excluded.

Practical implications

The study’s framework shows how the management of franchise success is complex and that franchise relationship, franchisee and franchisor variables as well as the franchise context need to be taken into account. It illustrates that there is a hierarchy with which these determinants should be prioritized.

Originality/value

The article proposes the first systematic review of the literature on the determinants of economic and financial franchise success. The contribution offers both, researchers and practitioners, new and useful insights for future knowledge development in the field.

Details

International Journal of Retail & Distribution Management, vol. 51 no. 6
Type: Research Article
ISSN: 0959-0552

Keywords

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