Journal of Service Management

Keeping talents for advancing service firms in Asia : Table of Contents

Connie Zheng — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – 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 competent employees among service multinational companies (MNCs) in Asia. The purpose of this paper is to map out a number of HR practices used by service companies and to examine the effect of talent retention as perceived by MNC managers on service delivery capacity and business growth. Design/methodology/approach – A survey data of 281 service MNCs in six Asian countries (namely Indonesia, Malaysia, Philippines, Singapore, Taiwan, and Thailand) are used to compare country and sectoral differences. Standard multiple regression analysis is conducted to test the link between HR practices, employee retention, and service firm performance. Findings – The results confirm that there are statistically significant linkages between HR practices, talent retention and firm performance. In particular, various skill training and development programs are seen to be significantly associated with capacity to deliver quality service and on firm growth as perceived by managers surveyed. Informal recruitment methods that are used more by Asian-bred firms have contributed to better retention rates. Not all formalised HR practices lead to talent retention; and the degree to which HR is perceived to have impacted on firm performance varies. Research limitations/implications – The paper focuses on examining the perceptual impacts of human resource management (HRM) practices on firm performance, rather than actual HRM impacts. The interpretation of results should be taken with caution. Originality/value – Talent management is influenced by country specific variables. This paper shows how important it is for service firms to focus on strategic selection of both formal and informal HR practices in order to deliver high quality service and to drive service firm growth.

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

Jyh-Shen Chiou, Lei-Yu Wu, Yi-Ping Sung — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – 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. Customers' loyalty toward the online auction web site and seller is also explored. Design/methodology/approach – An internet survey is conducted on 221 buyers of online auction. Findings – Loyalty intention toward an online auction seller positively affects a buyer's loyalty intention toward the online auction web site, whereas his/her loyalty intention toward the online auction web site negatively affects his/her loyalty intention toward the online auction seller. Research limitations/implications – The first is in its cross-sectional design. Second, this paper examines the antecedents of the online auction web site and the online auction seller in a single country. The findings may have limited generalizability to other countries. Practical implications – The results of this paper provide less positive news for online auction sellers. Sellers on an online auction web site should be careful in making online auction web site change decisions. Although a seller can secure buyer loyalty intention by providing strong e-service quality, overall satisfaction and the specific asset investment (SAI), buyers still may not be enthusiastic about moving with the seller to another auction web site. Originality/value – This paper contributes to comparing the pulling force of the web sites and the sellers, and explains that SAI can affect the buyers through web sites and sellers. There are three parties involved in the model.

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

Mark S. Rosenbaum, IpKin Anthony Wong — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – 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 (SERVQUAL) measures to help managers develop strategies for high- and low-ethnocentric Vietnamese customers. Design/methodology/approach – The services literature is employed to propose a framework. The structure of the framework is evaluated from data obtained from self-administered questionnaires, which are mailed to an automobile firm's customers. To explore the moderating affect of ethnocentrism, the model's proposed relationships and fit statistics are tested by employing multi-group comparisons (high- and low-ethnocentrism) through structural equation modeling. Findings – Ethnocentrism encourages customers to express loyalty and to spread positive word of mouth about Company X, which is a local automobile manufacturer. High-ethnocentric customers are also less reactive to Company X's value drivers, including product quality, price, and convenience, than low-ethnocentric customers. However, high-ethnocentric customers place greater importance on dealership SERVQUAL than low-ethnocentric customers. Practical implications – The findings indicate that Southeast Asian managers should consider consumer ethnocentrism a factor that influences marketing planning, as well as ways they can use the return-on-marketing and SERVQUAL frameworks for strategic planning. In addition, managers should understand that ethnocentric customers counterbalance their willingness to forgo product quality with augmented expectations of dealership SERVQUAL. Originality/value – This paper combines the product-focused return-on-marketing framework with the SERVQUAL-focused SERVQUAL framework to show how these elements influence consumers' future behavioral intentions under the moderating influence of ethnocentrism.

HIV-infected employees in the Asian hospitality industry : Table of Contents

Matthew H.T. Yap, Elizabeth M. Ineson — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – 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 (HIV)-infected applicants and examines the treatment of HIV-infected employees in their workplaces. Design/methodology/approach – Primary data are collected from 32 English speaking Asian hospitality managers who responded to a postal questionnaire; 12 of them agree to participate in follow-up telephone interviews. Transformed raw data are analysed using both qualitative and quantitative analytical methods. Findings – Although Asian H&C HRMs are sympathetic to the plight of HIV-infected people, they maintaine that hiring HIV-infected employees incurs increased operating costs. This generally unsubstantiated claim appears to be linked to lack of understanding of the difference between HIV and acquired immune deficiency syndrome. HRMs do not appear to perceive or comprehend any benefits to be generated from hiring HIV-infected employees. Research limitations/implications – The sensitive nature of the topic, exacerbated by the Asian cultural dimension, generates only 32 respondents and, therefore, impacts on the external validity of the study. Practical implications – Asian H&C HRMs are advised to implement the recommendations and guidelines in this paper to avoid lawsuits that can arise as a result of unfair employment or treatment of HIV-infected applicants and employees. Originality/value – This exploratory study provides a platform for the discussion of some sensitive HIV-related issues in an Asian context. It also supplements the sparse literature addressing the contribution of HIV to the discrimination and stigmatisation of hospitality applicants and employees in their workplaces.

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

Khanyapuss Punjaisri, Alan Wilson, Heiner Evanschitzky — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – 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 and empirically assess the relationship between internal branding and employees' brand attitudes and performance. Design/methodology/approach – A case study representing the Thai hotel industry is adopted with mixed methodologies. In-depth interviews are first carried out with 30 customer-interface employees in six major hotels in Thailand. On a census basis, a quantitative survey with 699 respondents from five major hotels in Thailand follows. Findings – Internal branding coordinating marketing with human resource management has a statistically significant impact on attitudinal and behavioural aspects of employees in their delivery of the brand promise. As employees' brand commitment do not have a statistically significant relationship with employees' brand performance, it is not regarded as a mediator in the link between internal branding and employees' brand performance. Practical implications – A number of significant managerial implications are drawn from this study, for example using both internal communication and training to influence employees' brand-supporting attitudes and behaviours. Still, it should be noted that the effect of internal branding on employee behaviours could be dependent on the extent to which it influences their brand attitudes. Originality/value – The paper provides valuable insights, from the key internal audience's perspectives, into an internal branding process. It has empirically shown the relationship between internal branding and the behavioural outcome as well as the partial meditating effects of employees' brand identification, commitment and loyalty.