This essay fills a significant gap in the literature on the internationalization of services, by focusing on the process of knowledge flows between parent firms and their foreign subsidiaries, and its associated impact on organizational learning and competency development. We utilize and extend...

Purpose: This paper aims to examine the impact of thinking about an event as an antecedent to subsequent talk about this event with others (i.e. word-of-mouth). Thinking has been a neglected variable in word-of-mouth research, despite the fact that several conceptual arguments indicate that...

Purpose: A detailed conceptualization of how service experiences are transformed into a memory and the circumstances surrounding a memorable experience is not available in the customer experience literature. This paper aims to address this gap using a multi-dimensional framework (memoryscape)...

Models link between employees’ behavior and short‐ and long‐term customer perceptions. Subjects were confronted with five different video taped non‐routine service encounters (study 1) and eight manipulated routine service encounters (study 2). In study 1, two judges encoded behavior of...

Notes relationship marketing’s need for an overarching theory, suggesting the use of a formal value construct to meet this need. Points out that a broad, generic theory of value is needed and suggests that humanistic philosophy provides such a theory. Looks at various factors such as the basic...

We develop and test a model of innovation behavior in the hotel industry. The model relates four types of innovation--i.e., management, external communication, service scope and back-office--to the key determinants: service provider characteristics, customer competences and the market drivers....

This paper discusses the possible applications of different types of experiment methods in innovation research. The paper argues that the experiment as a research method has been a largely missed opportunity in innovation research, in particular for creating applicable knowledge for businesses...

This paper proposes a model of an attractor-based innovation system for understanding tourism. Key components of the model are the attractor (that which attracts visitors), scene-maker, scene, collaborative networks between tourism and other firms and, finally, the crucial function of the...

We demonstrate how one can measure overall quality in texts gathered from interviews by means of PERTEX text analytic method. We compare text analytic measures and content for locally active Scandinavian small business managers and globally operating Indian IT managers when recapitulating the...

This paper explores certain characteristics of Japanese professional business services (PBS). The aim is to develop an analytical typology consisting of the three dimensions -- organizational linkage, service market, and competitive situation -- for analysing the obtained empirical data. This...