
Scott Keith W WeavenGriffith University · Department of Marketing
Scott Keith W Weaven
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125
Publications
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Introduction
Skills and Expertise
Publications
Publications (125)
Anthropomorphism, the attribution of human-like traits, qualities, and mental states to non-human agents, is increasingly ubiquitous in artificial intelligence (AI) applications within service provisions. While imbuing anthropomorphism into AI agents enhances user interaction, it also has a dark side that poses significant ethical concerns by poten...
Purpose
Corporate apologies, relative to other responses to well-publicized past transgressions, have distinct implications, sparking a rich tradition of apology research. But in addition, each apology is unique, such that it becomes critical to address individual content (what), spokesperson (who), timing (when) and delivery (how) elements. This p...
Purpose
The purpose of this paper is synthesise social marketing literature over the past fifty years and deliver a set of guiding tenets to propel social marketing’s agenda forward.
Design/methodology/approach
Across three strands, this paper amalgamates theoretical and practitioner evidence from social marketing. This synthesis commences with a...
Whilst the rapid advancement of technology in the 21st century has facilitated the
online collection, storage, retrieval, manipulation, and transmission of individuals'
personal information, it has also led to a concomitant rise in privacy concerns
amongst e‐commerce users. Although privacy concerns have received considerable
attention in the e‐com...
Adopting a meta-analysis approach, this study synthesises the quantitative literature on mobile advertising and proposes a meta-analytic conceptual model that shows the frequently studied variables in the literature. We performed a bivariate and a multivariate meta-analysis to examine the association between the antecedents, attitude, and intention...
Artificial intelligence (AI) is shifting the way of how customers interact with organisations by blending both physical and digital environments, thereby creating a new paradigm of customer-organisation relationship. The new relationship boundary driven by AI principally challenges as well as creates opportunities for relationship marketing theorie...
The main objective of this chapter is broadening the understanding of anthropomorphic artificial intelligence (AI) (e.g. avatars, humanoid robots, chatbots) in both physical and digital environments. The chapter strives to demonstrate how organisations can curate relationship marketing and enhance customer experience by employing anthropomorphic AI...
This study examines dynamic capabilities contributing to SME survival and growth during an economic downturn. Adopting a qualitative approach using the collective, instrumental case-based method, we conducted forty interviews with both successful and unsuccessful franchisees and independent SMEs, business and franchising experts, and franchisors in...
Purpose
Framed within the theoretical domain of attribution theory, this study aims to investigate the antecedents of experienced regret following an entrepreneur’s business failure (defined as firm discontinuance, closure or bankruptcy) and the impact of regret on personal well-being.
Design/methodology/approach
The population of interest was bus...
In this special issue “Moving from Multi-Channel to Omni-Channel Retailing”, the Journal of Retailing and Consumer Services presents a series of papers covering topics to gain a better understanding of research and practices in the move toward Omni-channel retailing. The aim of the special issue is to gain a better understanding of marketing theory...
Unprecedented, exponential growth in the amount of consumer data collected by retailers across various customer touchpoints has made safeguarding data privacy a key priority. Data privacy in retail contexts requires convergence among three key stakeholders—consumer, retailer, and regulatory—each of which has unique roles and viewpoints. With a glob...
This chapter provides a comprehensive review of the most dominant theories that have been widely applied in the organ donation and social change context, as well as presents the main strengths and limitations of these theories. The review included the Social Cognitive Theory (SCT); the Prospect theory (PT); the Theory of Reasoned Action (TRA); and...
This chapter presents a critical review of the existing organ donation literature. The objective of this chapter is to identify the main gaps in the current body of literature on the organ donation context and the marketing discipline. This chapter initially discusses social marketing within the context of organ donation for social change. Followin...
Purpose
This paper aims to investigate the emerging relevance of gratitude within a contracted, long-term business-to-business context. Specifically, the authors examine the relationships between personality, gratitude and performance in franchisor–franchisee relationships.
Design/methodology/approach
A self-report survey was used to collect data...
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...
Organ and tissue transplantation have become one of the most effective lifesaving procedures for people with end-stage organ failure. Hence, considering the quality of life benefits gained from transplantation and encouraging people to become organ donors is a critical focus for health and social initiatives. This research examines the positive bel...
This study explores the underlying belief values influencing attitudes to posthumous organ donation, intention to sign a donor card as a sign of behavioural willingness. Extending the Theory of Reasoned Action this study integrates four external explanatory belief factors,
altruism, perceived benefit, perceived risk and familial subjective norm to...
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 target...
The focus of this study is in investigating solutions to known problems associated with poor levels of participation and engagement in franchisor initiated Learning and Development activities that have impacted Australian franchise system performance. Learning and Development research in the franchising sector has been lacking however, this study e...
Organ donation poster
Online interactions have emerged as a dominant exchange mode for companies and customers. Cultivating online relationships—defined as relational exchanges that are mediated by Internet-based channels—presents firms with challenges and opportunities. In lockstep with exponential advancements in computing technology, a rich and ever-evolving toolbox...
The focus of this chapter is in investigating solutions to known problems associated with poor levels of participation and engagement in franchisor-initiated learning and development activities that have impacted franchise system performance. Learning and development research in the franchising sector has been lacking; however, this chapter extends...
This chapter concerns work-life balance in small business models and compares work-life balance situations for both the owners of franchised and independently owned non-franchised small businesses. It provides a framework to assist and empower individuals to take control of their own outcomes, whilst managing the multiplicity of roles that constitu...
Although originally touted as a business mechanism to encourage self-employment for minorities, franchising has not lived up to initial expectations. While minority ownership in franchising in the USA has shown considerable growth over the last two decades, this has not been the case for Indigenous Australians. Indigenous business ownership in fran...
Purpose
The purpose of this paper is to examine the role of empathy and apology in service recovery, and more specifically, establish how these factors promote positive service outcomes, typified by reconciliation and mitigate negative occurrences, characterised by customer retaliation and avoidance.
Design/methodology/approach
This study used a...
This study utilises an evolutionary psychology theoretical lens in investigating the motivational incentives governing part-time franchise adoption. Applying a qualitative approach with 26 interviews with part-time franchisees, the study reveals that males and females exhibit no difference in their cognitive abilities including business experience...
This 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 lik...
The 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...
Journal of Strategic Marketing
Special issue relationship marketing in franchising and retailing
Introduction and theme
Franchising has been considered as an appealing means of expanding a business, and certainly offers many benefits to small businesses. Research in franchising and retailing are becoming more advanced in 1990 and 2000 (Rosado-Serr...
Sales organizations continue to exhibit meaningful changes in their structures during the e-commerce era. This article examines the impact of Internet technology on the evolution of sales organizations and identifies key components underpinning a successful hybrid sales structure. A comprehensive review of sales organization studies leads to the de...
The adoption of digital communications, facilitated by Internet technology, has been among the most significant international business developments of the past 25 years. This article investigates the effect of these new technologies and the changing global business environment to understand how relational approaches to international market entry (I...
To the best of our knowledge, the research reported here represents the first attempt to analyze how beliefs and attitudes toward one's own abilities influence business form choice. We present a set of five hypotheses associated with an individual's perception of their own business acumen, business purchase determination, self-efficacy, self-regula...
This research reports an in-depth study of the due diligence activities that prospective independent small business operators and franchisees in Australia undertake prior to purchasing or starting up their businesses. Although academic literature and industry publications promote undertaking ‘proper due diligence’, there is a lack of empirical rese...
Set within a franchising context that is an integral and significant component of the small business sector, this paper is the first attempt at modeling the sentiment of gratitude, a critical nascent relationship construct, as mediating the linkage between relational norms (as antecedents) and relationship quality constructs (as consequents). Data...
Indigenous Australians are significantly underrepresented in small business. Of the 2.1 million small businesses in Australia, less than 1 percent are Indigenous-owned (ABS 2015, Hunter 2014). Closing this ‘entrepreneurship gap’ is part of the reform of narrowing the existing socio-economic gap that exists between Indigenous and non-Indigenous Aust...
Purpose The aim of this paper is to investigate success factors pertinent to the management of
Indigenous businesses through the identification of points of intervention at the systemic and structural
levels. Through utilising this approach, the economic and social values that First Nations (FN)
communities attach to intangible Indigenous Cultural...
Salesperson deviance represents a significant cost to organizations throughout the world. This paper addresses a gap in the literature by examining all three dimensions of salesperson deviance (i.e., organizational deviance, interpersonal deviance and customer-directed deviance) and the moderating role of customer orientation. More specifically and...
Purpose
– The aim of this study is to explore possible contingent variables that might explain these twin contradictory effects of marketing channel governance. Franchisors govern their systems to limit opportunism and enhance performance. However, the exact opposite often occurs.
Design/methodology/approach
– This paper develops an integrative co...
Purpose
– The purpose of this research is to identify the critical determinants of a franchisee’s trust in their franchisor.
Design/methodology/approach
– A qualitative approach was used, and 30 interviews were conducted with franchising participants. The first phase of the research consisted of exploratory interviews with franchising experts (f...
The evolution of retailing has interested academics across a range of disciplines including economics, history, geography, and marketing. Due to its interdisciplinary appeal, the corpus of knowledge on retailing is composed of many disparate variables of analysis – from transaction costs and entrepreneurs, to environmental factors and the dispersio...
Purpose
– The purpose of this paper is to present an integrative systems model of knowledge management (KM) across the franchisor-franchisee-customer triad. The conceptual development of this paper focuses on the areas of knowledge development, knowledge transfer and knowledge use within the context of dyadic monitoring, and key relational outcomes...
In this study, we develop and examine the network of relationships explaining perceived conflict in franchise relationships from a franchisee perspective. Our research contributes to the current knowledge of asymmetric exchange relationships through demonstrating the importance of a franchisee's expectations confirmation, relational trust and relat...
Purpose – The purpose of this paper is to present an integrative systems model of knowledge management (KM) across the franchisor-franchisee-customer triad. The conceptual development of this paper focuses on the areas of knowledge development, knowledge transfer and knowledge use within the context of dyadic monitoring, and key relational outcomes...
Purpose
– The purpose of this paper is to examine how pre-entry franchising information (i.e. franchisor-provided) influences the confirmation (or not) of franchisees' pre-entry expectations and their subsequent assessment of trust in their franchisor. Relationships with outcome variables, such as perceived conflict and relational satisfaction, are...
The economic and social contribution of franchising is widely reported. Although, most studies have examined franchising from the single-unit typology, multiple-unit franchising is found to be a popular and pervasive retailing strategy throughout the world. Despite this, there is a paucity of prior research examining the factors influencing the ach...
Whilst universities acknowledge the importance of sustainability education, numerous problems exist in relation to the nature, delivery and outcomes of sustainability instruction. Many of these problems arise due to a lack of understanding about students’ perception towards, and knowledge about business sustainability. This article examines gender-...
The establishment of a compelling brand lies at the heart of a franchise network’s success. To maintain brand integrity, franchisors rely on franchisees to deliver the brand promise consistently. However, franchisee behaviour is sometimes difficult to manage, impacting negatively on the franchise brand. In adopting an internal brand management theo...
Research has largely assumed franchisee satisfaction to be at the micro-level, yet individuals are often ‘sold’ on the idea of franchising (as a business model) long before they are “sold” on an individual franchisor (brand). The findings of survey data collected from 339 Australian franchisees significantly enrich our understanding of how franchis...
Purpose
This is the first attempt to examine the theoretical and empirical linkages between franchisee personality traits and franchisee‐franchisor relationship quality.
Design/methodology/approach
A self‐report online survey was used in this research to collect data from a random sample of 225 franchisees drawn across 80 franchise systems. Person...
Although not specifically designed for this purpose, the Course Experience Questionnaire (CEQ) continues to be used as a proxy for student satisfaction. This may be due to a lack of appropriate alternative measures, or a clear understanding of the relationship between quality and satisfaction. This study, therefore, examines the CEQ dimensions (goo...
Purpose
The rapid growth of the Australian franchising sector since the 1980s has been accompanied by tension, conflict and disputation, causing concern for regulatory bodies. However, little is currently known about the antecedents of conflict in franchising, thus, the purpose of this paper is to address this deficiency by exploring the antecedent...
An exchange perspective of franchising recognizes the important role that both the franchisor and franchisee assume in developing and maintaining sustainable relationships. However, should franchisees not perceive value in the quality of provided products or services, some incentive misalignment between agent and principal is likely (e.g. free ridi...
Although multiple-unit franchising is a popular and pervasive retailing strategy throughout the world, there is a paucity of prior research examining the factors influencing the achievement of the four franchising imperatives (i.e., unit growth, uniformity, local responsiveness, and system-wide adaptation) within the context of these hybridized arr...
In the last decade venture capital markets around the world have experienced growth both in terms of capital under management and the number of venture capital firms providing finance. Despite this there is growing evidence that a 'funding gap' exists at the earliest stages of new firm development. This paper provides an initial investigation into...
This article explores parental and childcare staff perceptions of quality across alternative childcare governance structures in Australia. A total of 21 childcare staff currently working within both 'non-profit' and 'for-profit' long day care centres were interviewed. In addition, 20 interviews with parents of children attending community-based, in...
Purpose
– Although superannuation planning has been examined within the context of individual choice, life course and cumulative advantage perspectives, little research has been contained within the theories of consumer behavior. This paper, therefore, aims to examine this important issue by delving into the perceptions of retirement planning from...
Purpose
Although Australian franchising sector regulation promotes system disclosure and provides for mandatory conflict mediation, there is some concern that inequities exist within the conflict management process. From 2006 to 2008 no less than four government inquiries into franchising took place in Australia in an attempt to resolve problems oc...
Purpose
The purpose of this paper is to explore the measurement of e‐service quality for e‐retail banking, the importance of e‐service quality dimensions to e‐retail bank customers, and the relationship between e‐service quality and customer satisfaction.
Design/methodology/approach
Results are drawn from a self‐completed survey of a convenience s...
The objective of the research underlying this article is to investigate the moderating effect of perceived organizational support (POS) between market orientation and the perceived ability of frontline employees to adequately serve customers. The ability to serve customers is paramount for frontline service staff in the travel industry and this is...
Purpose
The purpose of this paper is to make the first attempt to examine franchisee personality within the context of alternative franchisee ownership structures (single unit versus multiple unit ownership) and service type (standardised versus customised).
Design/methodology/approach
A self‐report mail survey was used in the paper to collect dat...
This study examines reasons why multiple unit franchising arrangements are adopted from a franchisor perspective. Based on the resource constraints and agency literatures a set of seven hypothesis explaining the choice of multiple unit franchising from a franchisor's perspective are derived and subjected to empirical assessment. The analysis is car...
Multi-unit franchisees (MUFees; i.e., franchisees that operate more than one outlet within a franchise system) represent a
pervasive and even dominant form of franchise ownership in many sectors. However, much of the franchising literature has been
developed with a focus on single-unit franchisees (SUFees). The goals of this article are to introspe...
High levels of franchising density and impressive growth in both franchise units and sector turnover have seen Australia described as 'the franchise capital of the world'. Some 62,000 franchise units belonging to 960 franchise systems turned over $128 billion in 2005. In the Australian Franchising 2006 survey, 35% of franchisors reported being invo...
A shortage of suitable franchisee applicants has been identified by franchisors as a major hindrance to franchise sector growth in Australia. However, there has been little investigation into this issue within organisational choice research. This represents an important gap in the literature. In order to explore the issue of franchisee shortage, it...
Although the brand concept is at the very core of franchising success, as it is the aspect of the business which allows for the franchisor's reputation and goodwill to be transferred, there has been minimal literary discussion on the importance and use of the brand leverage as a growth mechanism. More specifically, there has been no direct primary...
Essentially, the degree to which the franchising relationship is effective in facilitating a mutually beneficial exchange depends, to a great extent, on the behaviour of the franchisor. Just as service providers provide intangible products in order to orchestrate viable solutions for customers so, too, the franchisor is the service provider of busi...
A shortage of suitable franchisee applicants has been identified by franchisors as a major hindrance to franchise sector growth in Australia. However, there has been little investigation into this issue within organizational choice research. This represents an important gap in the literature. To explore the issue of franchisee shortage it was first...
This paper presents an action research approach to exploring methods of improving the learning styles and outcomes of first year university students within large class environments. The genesis of this project stemmed from an observation that entire tutorial groups were often lethargic in their approach to learning. Following a survey of learning s...
Although the literature examining the usefulness of group projects is extensive, the link between cooperative learning, group performance and skills transfer in multicultural contexts remains unclear. Focus groups were conducted with a sample of 107 international and domestic postgraduate and undergraduate marketing students to investigate this lin...
This study examines consumer involvement in the context of superannuation in order to gain an understanding of this important consumer behaviour construct in a forced consumption situation, that is, compulsory superannuation. In doing so, associations between involvement and consumer knowledge, consideration of future consequences (CFC), age and ed...
This article explores parental and child care staff perceptions of quality across alternative child care governance structures in Australia. Twenty-one child care staff and twenty parents of children attending community-based, independent-private and corporate chain centres were interviewed. Results show structural and procedural elements of servic...
This paper provides a better understanding of the motivational incentives driving franchising choice from the female franchisee's perspective. A qualitative methodology was adopted in this research to gain a clearer picture of the salient issues influencing female entrepreneurs' evaluations of alternative business models when making the self-employ...
This paper provides a better understanding of the motivational incentives driving franchising choice from the female franchisee's perspective. A qualitative methodology was adopted in this research to gain a clearer picture of the salient issues influencing female entrepreneurs' evaluations of alternative business models when making the self-employ...
This article assesses the level of moral reasoning ability (MRA) of undergraduate marketing students and compares the results with the MRA of students in a range of other business disciplines. The aim was to determine if marketing attracts individuals who have a greater predisposition to unethical behaviors given that marketing is often reported as...
Purpose
The purpose of this research is to explore the impact of online service quality on the level of customer delight and on the development of customer relationships.
Design/methodology/approach
A self‐complete survey was used to collect data from a convenience sample of 200 Australian respondents who use online banking. Factor analysis and st...
In this article, cluster analysis is used to explore the conflicting results reported when the Defining Issues Test is used
to explain moral reasoning ability in business situations. Using a convenience sample, gender, age, work experience, and ethics
training were examined to determine their impact on the level of moral reasoning ability as measur...
This research provides a better understanding of the factors driving the choice of governance structures and human resource management (HRM) practices within services franchising arrangements. A qualitative multiple case study approach was favoured so as to obtain a clearer picture of the main issues and parameters. Nineteen franchisors using predo...
This research provides a better understanding of the factors driving the choice of governance structures and human resource management (HRM) practices within services franchising arrangements. A qualitative multiple case study approach was favoured so as to obtain a clearer picture of the main issues and parameters. Nineteen franchisors using predo...
Purpose
This paper aims to extend current understanding of organisational choice theory through examining to what extent firm‐level factors influence the growth of franchisee‐owned mini‐chains within Australian franchise systems. In particular, this study examines how the age of the system, corporatisation of management processes, plurality of dist...