Journal of Service Management: Volume 20 Issue 5

Keeping talents for advancing service firms in Asia

Connie Zheng

Skill shortages worldwide have intensified the need for talent management. Few papers examine the pattern of human resource (HR) and talent management practices that help retain…

HIV‐infected employees in the Asian hospitality industry

Matthew H.T. Yap, Elizabeth M. Ineson

The purpose of this paper is to identify and discuss Asian hospitality and catering (H&C) human resource managers' (HRMs') perceptions of employing human immunodeficiency virus…

Buyer satisfaction and loyalty intention in online auctions: Online auction web site versus online auction seller

Jyh‐Shen Chiou, Lei‐Yu Wu, Yi‐Ping Sung

The purpose of this paper is to examine the issue of the influential factors of buyer satisfaction and loyalty toward online auction web sites and online auction sellers…

Modeling customer equity, SERVQUAL, and ethnocentrism: a Vietnamese case study

Mark S. Rosenbaum, IpKin Anthony Wong

The purpose of this paper is to explore how the return‐on‐marketing framework and its customer equity drivers (value, brand, and relationship) can be combined with service quality…

Internal branding to influence employees' brand promise delivery: a case study in Thailand

Khanyapuss Punjaisri, Alan Wilson, Heiner Evanschitzky

The purpose of this paper is to understand the internal branding process from the perspective of service providers in Thailand. It will reveal the key internal branding mechanisms…

Value Merchants: Demonstrating and Documenting Superior Value in Business Markets

Javier Reynoso

Guest editorial

Jochen Wirtz, Robert Johnston, Christopher Khoe Sin Seow