Scott Keith W Weaven
Griffith University
Service qualitySociologyBusinessPsychologyEconomicsMarketingPolitical scienceQualitative researchSmall businessSelf-employmentFranchiseContext (language use)Service (business)Multi unitCorporate governancePublic relationsIndustrial organizationUnit (housing)Sample (statistics)Social mediaRelationship marketingKnowledge managementSocial psychologyEntrepreneurship
135Publications
25H-index
1,601Citations
Publications 132
Newest
#1Catherine Prentice (Griffith University)H-Index: 23
#2Scott Keith W Weaven (Griffith University)H-Index: 25
Last. IpKin Anthony Wong (SYSU: Sun Yat-sen University)H-Index: 25
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Abstract Drawing upon affordance theory, this study positions artificial intelligence (AI) as a commercial service in examining its influence on customer engagement in the hotel context. In particular, we seek to understand linkages between customer perceptions of AI service quality, AI customer satisfaction and engagement. Given the multiplicity of services offered by service organisations, customers’ preference for AI service is modelled as a moderator of customer perceptions and attitudes tow...
1 CitationsSource
#1Park ThaichonH-Index: 10
#2James R. BrownH-Index: 31
Last. Scott Keith W WeavenH-Index: 25
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In this special issue, the Marketing Intelligence & Planning presents a series of papers associated with Online Relationship Marketing. Relationship marketing involves the development and maintenance of strong relationships with customers and other stakeholders that result in customer loyalty and firm profitability (Bolton et al., 2004; Firdaus and Kanyan, 2014; Morgan and Hunt, 1994; Oly Ndubisi, 2007). It stresses the importance of continuous interactions between the seller and the buyer in or...
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#1Sara Quach (Griffith University)H-Index: 8
#2Park Thaichon (Griffith University)H-Index: 10
Last. Robert W. Palmatier (UW: University of Washington)H-Index: 44
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Abstract Outside-in marketing is a powerful driver of superior firm performance, especially for firms in dynamic, competitive markets. The use and application of outside-in marketing has flourished in the past four decades, but research that synthesizes and extends understanding of this approach is missing, such that extant literature remains fragmented and scarce. This paper aims to deliver a theoretically grounded, managerially relevant framework to guide outside-in marketing research and busi...
9 CitationsSource
#1Alexandru Gabriel Radu (Griffith University)H-Index: 2
#2Jiraporn Surachartkumtonkun (Griffith University)H-Index: 5
Last. Park Thaichon (Griffith University)H-Index: 10
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ABSTRACTThis article examines antecedents of reconciliation following service failure and recovery including likability of service personnel, customer satisfaction with service recovery, interactional justice, and distributive justice. This study utilizes a 2 (low vs. high distributive justice) × 2 (low vs. high interactional justice) × 2 (low vs. high likability of customer service agent) scenario design in a retail environment in which a customer returns a pair of prematurely worn out shoes. F...
2 CitationsSource
#1Anthony Grace (University of the Sunshine Coast)H-Index: 1
#1Anthony Grace (University of the Sunshine Coast)H-Index: 1
Last. Munyaradzi W. Nyadzayo (University of Wollongong in Dubai)H-Index: 10
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Drawing on the four dimensions of justice: distributive, procedural, interactional, and informational justice, this research examines justice as an antecedent of franchisee performance. Empirical r...
2 CitationsSource
#1Park Thaichon (Griffith University)H-Index: 10
#2Lorelle Frazer (University of the Sunshine Coast)H-Index: 4
Last. Scott Keith W Weaven (Griffith University)H-Index: 25
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In this special issue ‘Relationship marketing in franchising and retailing’, the Journal of Strategic Marketing presents a series of papers covering topics to gain a better understanding of relatio...
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#2Lorelle FrazerH-Index: 20
Last. Park ThaichonH-Index: 10
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This chapter is a descriptive and exploratory study of the challenges and opportunities faced by franchisors in adapting their franchise systems to accommodate cultural diversity among franchisees. It uses literature on migrant entrepreneurs and cultural diversity in small business settings in the United Kingdom, Europe, and the Americas as a basis for application to a franchising context. Triggered by events in the Australian franchising sector over the past two years, in which franchise system...
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#1Maurice RoussetyH-Index: 2
#2Lorelle FrazerH-Index: 4
Last. Park ThaichonH-Index: 10
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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 fra...
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#1Park Thaichon (Griffith University)H-Index: 10
#2Scott Keith W Weaven (Griffith University)H-Index: 25
Last. Lorelle Frazer (Griffith University)H-Index: 20
view all 6 authors...
AbstractThe purpose of this study is to investigate why female franchisees are under-represented in franchise ownership. A qualitative approach was adopted using a collective, instrumental case study of 30 female franchisees. A number of different types of influences were identified in the literature and then elucidated and assessed. It was found that push and pull factors, work–family life balance, franchising sector characteristics and external influences act as variable incentives and disince...
5 CitationsSource
Purpose: Drawing on an outside-in marketing perspective, this paper aims to outline the development, implementation, evaluation and reflection of a real-world entrepreneurship education (EE) intervention with cognitive, affective and ultimately behavioural objectives. Design/methodology/approach: A specific and uniform EE program specifically targeted to current “would be” entrepreneurs who were investigating the franchising business model was developed, focusing on the behavioural outcomes. The...
1 CitationsSource