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This research aims to study the effect of gender, supervisors' support, and tenure of service on objective and perceived career advancement among engineers employed in Malaysian manufacturing organizations in Northern Peninsular Malaysia. It begins by noting the centrality of inequality in gender and career advancement and also aims at providing a direct picture of tenure of service, which is among the factors least looked at when analyzing career advancement. The study also attempts to analyze the supervisor's support in relation to career advancement. Moderating the elements above are the demographic variables such as age, marital status, education level, and the location of the tertiary education institution.

By using a judgemental sampling method, a total of 158 engineers from ten multinational manufacturing companies were identified for this study.

The findings suggest that career advancement is very much related to gender, supervisor's support, and service tenure. It was also noted that women in male‐dominated occupations, which is in this case the engineering field, tend to be subjected to the problems of performance pressures, social isolation, and stereotyping.

This study's framework has allowed for a better understanding of how perceptions are formed and the mechanisms linking these variables to the career advancement. This study perhaps is the first that has systematically attempted to integrate the various constructs as mentioned and employees' career advancement in organizations.

There is a gap in the literature concerning how demographic factors influence career advancement. This study has revealed that there is no clear distinction between career advancement and marital status for either male or female engineers as the statistical result disclosed no significant differences in marital status as a moderating element to the independent variables.

The purpose of this paper is to explore several contingency variables, namely environmental uncertainty, business strategy, technological advancement, market to book ratio, size, profitability and industry type in the context of management accounting and the availability of internal intellectual capital (IC) information.

A questionnaire was developed and posted to the managers of Malaysian companies. A multiple regression statistical technique was employed to analyse the data.

It is found that business strategy and technological advancement of customer service relate positively to the availability of internal IC information in Malaysian companies.

The relatively small response of usable replies to the questionnaire survey is a limitation of this paper. The finding implies that companies with more internal IC information are more likely to be those of product differentiators and those who have undergone technological advancement of customer service. Malaysian companies tend to have a strong customer orientation and place great emphasis on managing customer capital (CC). Future research can investigate the types of IC information used by Malaysian managers to manage their CC.

This paper contributes to the literature as it examines the relationship between context and IC within a contingency theory framework. Unlike other research which relates to external IC disclosures with firm‐specific variables, this research links contingency factors to internal IC information from related fields (management accounting and external IC reporting).

The purpose of this paper is to provide a retrospective evaluation of the findings first put forward in the article Efficiency in Service Delivery: Technological or Humanistic Approaches?, and to offer directions for further research and developments in the research area.

Research directions which emanated from the publication of the article have been examined in the light of current service(s) marketing theory and practice. As a result, promising current and future strands of research have been identified.

The original article examined technological and humanistic approaches to improving service delivery efficiency. In doing so, it included two services classification schemes which provided context for the managerial implications presented. The original article was published in 1989. Much has changed since then, especially with regard to technological approaches to service delivery. However, the implications included in the original article for the most part hold. Future researchers are offered a variety of possible directions to pursue in light of the changes, especially in technology, that have occurred since the publication of the original article.

The original article was highly rated and generated discussion and important further research. It has value as part of the history of service(s) marketing research. The retrospective analysis by the author gives a unique insight into processes and thinking associated with understanding key aspects that contribute to the historical development of service(s) marketing, and provides substantial food for thought for future research directions.

The purpose of this paper is to discuss how service, as an interdisciplinary area of research, can increase its potential for transdisciplinary contributions from the perspective of what signifies intra-, multi-, inter-, and transdisciplinary research.

The essay first discusses common perspectives on the service concept before presenting a review on what signifies intra-, multi-, inter-, and transdisciplinary research. The emerging theoretical framework is followed by a discussion on the challenges and opportunities for service research in making interdisciplinary and transdisciplinary theoretical contributions.

The research provides a typological framework for understanding intra-, multi-, inter-, and transdisciplinary service research and, implications related to how service research contributions can become increasingly inter- and transdisciplinary.

The paper contributes to widening the scope of service research by focussing on how the domain can overcome hurdles and increase its potential for making theoretical contributions that are applicable across and beyond established research disciplines.

For the past decade, the marketing of services internationally has been the fastest growing segment of global trade, important to developed and developing countries alike. Yet during this same timeframe, despite numerous calls for more research in international services marketing, there exists a paucity of research. In this viewpoint, the authors offer 11 strategic challenges designed to foster further theoretical development in the area of international services marketing. Additionally, five specific areas of neglect are identified and recommendations for future research are offered.

Having Middle Eastern tourism industry as the context, this study aims to examine the impact of the four main dimensions within service innovation (i.e. product, process, organizational and marketing innovations) on tourist satisfaction; subsequently, towards the development of destination loyalty. Realized that religiosity prevails as an important social force that shapes individual behaviours, this study, hence, placed further assessment upon its moderating role, specifically in the relationships between tourist satisfaction and destination loyalty.

With adopting the approach of self-structured questionnaire, 214 usable responses had been collected for this study. Obtained data was then analyzed by conducting exploratory factor analysis, confirmatory factor analysis and multiple linear regression analysis through the usage of structural equation modelling.

Analysis of obtained data has revealed all the investigated dimensions within service innovation as active predictors to tourist satisfaction, with the exception of product innovation, while having marketing innovation being of highest significance. In turn, tourist satisfaction is found to greatly influence the formation of destination loyalty. Findings then provide notable indication on religiosity as a moderating factor to the proposed relationships within the investigated framework, between service innovation and tourist satisfaction, as well as tourist satisfaction and destination loyalty.

This study, thus, revealed the level of religiosity, particularly from the standpoint of Islamic perspectives, in playing a critical role towards predicting capability of service innovation on tourist satisfaction, and further, destination loyalty. Contributions hereby lie on theoretical and pragmatic insights concerning aspects of service and Islamic marketing within today’s tourism front.

This chapter presents the key results of a research project that explored managing service productivity in Sub-Saharan Africa through the lens of lived experiences of bank executives employed as ‘knowledge workers’ in the Nigerian banking sector. The study adopted a qualitative phenomenological research design. Data was gathered from 16 Nigerian top bank executives purposively selected using semi-structured face-to-face interviews. Trans Positional Cognition Approach (TPCA), a new phenomenological research method, was used to analyse the data gathered. The study data analysis yielded five themes; micromanagement practices, use of dysfunctional strategies to drive service operations, deposit mobilisation target as a productivity measure, managerial indifference to potential nescience economy issues and master-servant (power culture) strategy, which epitomises fundamental managerial approaches adopted in the sector. The study identified critical service productivity management issues grounded in reality that influence the capability and potentiality of the study knowledge workers. It also contributes the novel, ‘official knowledge worker lived experience of service productivity model’ for use by decision-makers in the banking sector. Thus, it sets an agenda for these ‘knowledge workers’ line managers’ and bank regulators in the research setting. The study extended the viable system model by applying it in this phenomenological enquiry and using it to explain/deepen our understanding of the findings that emerged. The output of this work contributes to scholarly knowledge on service productivity management from the sub-Saharan African banks’ perspective. It can be generalisable in countries with similar financial and economic characteristics like the research setting.

The purpose of this paper is to analyze the various antecedent beliefs predicting customers’ attitudes toward, and adoption of, self-service technologies (SSTs) available in the banking industry.

A descriptive research design with survey approach is used to develop and test a conceptual model of adoption for all three self-service banking technologies (SSBTs).

The results of the comparative analysis showed that antecedent beliefs affecting adopters’ attitude vary across different SSBTs. It extends and tests the technology acceptance model (TAM) by including two additional antecedents from the theories of adoption behavior.

All three SSBTs included in the paper are from the banking industry, which limits the generalizability of the findings to other industries. Many other limitations were also reported.

The findings reveal why and how customers decide to adopt different SSBTs and why a few SSBTs are more widely accepted than others. The practicality of the findings guides managers and designers of technological interfaces.

People will also benefit from the effective implementation of SSTs.

This study stands out as one of the early studies to empirically examine the antecedents-attitude-intention relationship across different SSBTs available in Indian banking industry.

The International Journal of Bank Marketing wishes to retract the article Kaushik, A.K. and Rahman, Z. (2015), “Innovation adoption across self-service banking technologies in India”, published in International Journal of Bank Marketing, Vol. 33, No. 2, pp. 96-121.

It has come to our attention that the article contains substantial similarities to the following article: Curran, J.M. and Meuter, M.L. (2005), “Self-service technology adoption: comparing three technologies”, Journal of Services Marketing, Vol. 19 No. 2, pp. 103-113, https://doi.org/10.1108/08876040510591411.

The authors have fully cooperated with this investigation and supplied the original dataset for review. Using this dataset, the editorial team were unable to replicate the results included in the article, and as a result, the decision has been made to retract the article.

The International Journal of Bank Marketing author guidelines make it clear that articles must be original and must not infringe any existing copyright.

The journal apologises to both Professor Curran and Professor Meuter, and its readers.

Ambidexterity refers to the ability to balance contradictory items and has been extensively described in relation to technological advancement in large-sized manufacturing firms. Few studies on hospitality and tourism firms have described the balancing of innovative developments, often focusing on the operational level of firms. Ambidexterity could though be understood also in dimensions of customer/market development and collaborative interaction. This paper describes and discusses ambidexterity in the dimensions of technological advancement, customer/market development and collaborative interaction in service firms to inspire this debate and bridge the gap between strategy and the service field.

A case study describing a service firm's 25-year development functions as the empirical source of inspiration to understand how service firms also in tourism and hospitality sectors would work with strategies and their developments related to technology, customers and collaboration. The case study is analysed using an activity-based time schedule to capture dimensions of ambidexterity and how they are linked to one another.

The findings indicate how the service firm balanced exploitation and exploration over time, rather than allowing such activities to occur simultaneously and in parallel. Generally, the firm only managed to explore in one dimension at the time.

The paper broadens the lens on ambidexterity to include collaboration and customer involvement and the link among the various dimensions of ambidexterity. It also discusses how ambidexterity in these dimensions may be handled by service firms so as to inspire strategic developments among tourism and hospitality firms.