Purpose – This paper aims to integrate the knowledge management and marketing literatures to examine the relationships between knowledge management (KM) practices during a service exchange and customers' satisfaction and behavioral intentions. Design/methodology/approach – Data were...

Purpose – The purpose of this paper is to draw attention to value‐creating processes and their impacts on human capital valuation in high‐contact service industries. Design/methodology/approach – The main argument in this paper is developed from existing theoretical and empirical...