... et al. (1959) and Wolf (1970) to build a conceptual model of value creation developed specifically from the internal customer’s perspective. Findings – The resultant conceptual model (shown in Figure 1) provides insight into the socio-structural and social exchange elements of the firm...

... role performance, social interactions and communication. Gurhan Aktas is the corresponding author and can be contacted at: gurhan.aktas@deu.edu.tr © Emerald Group Publishing Limited 2014 China Turkey Franchising Relationship development Social exchange Power dependence...