Are they being served Linking consumer expectation evaluation and commitment

Abstract Purpose – The paper aims to develop a conceptual framework to show how service provider value propositions and customer purchase decisions represent the offer and acceptance of types of psychological contract that, if satisfied, result in particular levels of consumer commitment and related attitudinal and behavioural outcomes. Design/methodology/approach – The model is developed by […]
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Factors influencing relationship development in franchise partnerships

Abstract Purpose – This paper aims to identify and evaluate the factors which influence relationship development between franchisors and franchisees in international service franchise partnerships. Design/methodology/approach – Case studies of two international hotel firms were the focus of the enquiry. Interviews and document analysis were used as the data collection techniques. Findings – Findings demonstrate […]
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Developing a scale for measuring the personality of sport teams

Abstract Purpose – The purpose of the study is to develop a reliable measure of sport team personality that incorporates the relevant dimensions/traits consumers attribute to their sport teams. Design/methodology/approach – Initially, content analysis of sport teams’ web sites and magazines were used to identify the items of the scale. Following this a survey research […]
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Service convenience and social servicescape retail vs hedonic setting

Abstract Purpose – While there have been numerous studies on the antecedents and consequences of service quality, there has been little investigation of the moderators of service quality. The purpose of this study is to demonstrate the effects of two moderators: service convenience and the social servicescape. The moderating effects are tested in two service […]
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Understanding loyalty bonds and their impact on relationship strength a service firm perspective

Abstract Purpose – Based on previous research in services, marketing, organizational behavior and psychology, this paper aims to identify four types of loyalty bonds that an individual can form with a firm as well as a select set of firm and situational variables which likely result in the formation of each bond. It then aims […]
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Co-creation and learning in health-care service development

Abstract Purpose – The purpose of this study is to develop and evaluate a model for patient co-creation and learning based on diaries for use in health-care service development. In particular, the study investigated the process of patient co-creation and different mechanisms through which health-care service providers can learn from the patient.Design/methodology/approach – The study […]
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Reversing the Green Backlash in Services Credible Competitors Help Large Companies Go Green

Abstract Purpose – The purpose of this research is to 1) demonstrate a “green backlash” effect whereby evaluations of a large service organization decrease after the organization announces a new green practice and 2) explore how the presence of green competitors might moderate this effect.Design/methodology/approach – The approach includes one exploratory in-depth interview study and […]
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How to Transform Consumers into Fans of Your Brand

Abstract Purpose – Brand fan pages on social networks have become very popular online services. However, empirical research on fan pages is still in its infancy. Therefore, this study investigates the effect of fan pages on the customer-brand relationship and what motivates users to participate. Design/methodology/approach – For this we developed a framework based on […]
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CUSTOMER CO-CREATION IN SERVICE INNOVATION – A MATTER OF COMMUNICATION

Abstract Purpose – Customer co-creation is becoming increasingly popular among companies, and intensive communication with customers is generally seen as a determinant of the success of a new service or product. This study analyzes customer co-creation based on four dimensions of communication – frequency, direction, modality, and content – in order to understand the value […]
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Service Innovation in Manufacturing

Abstract Purpose – This is a report of nine in-depth case histories of manufacturing firms introducing significant new service innovations. Manufacturing firms are under increasing pressure to diversify into lines of business that offer unique contributions to long term profitability and this paper increases our understanding of how incumbent firms successfully accomplish this transition.Design/methodology/approach – […]
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