Cosmopolitanism is often heralded as a cultural orientation ideally suited to the sociocultural and economic complexities emanating from the accelerating pace of globalization. In this study, we analyze the consumption stories of expatriate professionals who are trying to enact a cosmopolitan...

This paper describes a scale, called SERVQUAL, which measures Service Quality. First, the scale's conceptual framework and the steps of its development are described. Second, criticisms arising from several replication studies of SERVQUAL are reviewed. The last part focuses on the dimensionality...

Why have services grown into the dominant sector of developed economies? Our analysis of macroeconomic data shows that business services make the strongest contribution to the rise of the service sector. We integrate three related economic theories of the firm to explain business services in...

Much of the past research on revenue management (RM) has focused on forecasting and optimization models and, more recently, on adaptation of RM to the specific needs in various industries, such as restaurants, car rental, transport and even health care services. Surprisingly, although many...

We examine referral reward programs (RRP) that are intended for a service firm to encourage its current customers (inductors) to entice their friends (inductees) to purchase the firm's service. By considering the interplay among the firm, the inductor, and the inductee, we solve a "nested"...

Singapore Airlines has consistently outperformed its competitors throughout its history, in the context of an unforgiving industry environment. We examine how Singapore Airlines has achieved its outstanding performance and sustained its competitive advantage, through effectively implementing a...