" Services Marketing is well known for its authoritative presentation and strong instructor
support. The new 6th edition continues to deliver on this promise. Contemporary Services …

This article integrates relevant literature to develop a conceptual model on the potential
avenues to achieve service excellence at low unit costs, which we term cost-effective service …

In this article, we highlight the significance and need for conducting context-specific human
resource management (HRM) research, by focusing on four critical themes. First, we discuss …

Overall, the findings suggest that anger can be expressed with coworkers, can be slightly
leaked to supervisors, but must be almost completely suppressed with customers. In …

Prior research has identified the link between strategic misalignment and corporate failure,
but little empirical research to date has examined the process leading to misalignment and …

This study assesses if the service worker's physical attractiveness has an impact on
customer satisfaction in the moment of truth. An experimental approach, involving two …

The purpose of this study was to examine the key factors in service quality on the case study
of Thai domestic passengers who traveled in various tourist destinations of Thailand. The …

Purpose How can some companies be the innovation leader in their industry over prolonged
periods of time, whereas others cannot? The purpose of this study is to understand a firm's …

Singapore Airlines has consistently outperformed its competitors throughout its four-decade-
long history, in the context of an unforgiving industry environment. We examine how …

The rationalist approach to strategizing emphasizes analytical and convergent thinking.
Without denying the importance of this approach, this book argues that strategists must learn …