Purpose – The purpose of this paper is twofold – the first is to explore the key actions that enabled Pizza Hut Korea (PHK) to come out of a nine‐year decline in sales and profits. The second purpose is to delve deeper into the concept of return on marketing as applied to the turnaround of...

The Korean auto industry of less than ten years ago was quite different from today. Then it relied heavily on technology and one company, selling one model in one export market. Today, the market concentration strategy has been abandoned and the international business strategy is in a period of...

The purpose of this article is to analyse and illustrate selected aspects of management in South Korea. South Korean management is placed within its South East Asian context; but western influences on it are also identified. Parallels with French management are drawn. The article describes the...

Purpose – The research seeks to extend the notions of utilitarian and hedonic value to account for outcomes of consumer service encounters. Design/methodology/approach – The research question is examined using a sample of Korean restaurant consumers who used a structured questionnaire to...

Purpose – Aims to investigate the structural relationships between out‐patient satisfaction and service quality dimensions under a South Korea health care system where patients have substantial freedom in choosing their medical service providers and to further study the causal relationship...

Purpose – The purpose of this study is to analyze the structural relationship between empowerment, service training, service reward, job attitudes such as job satisfaction and organizational commitment, and customer‐oriented prosocial behavior of employees. Design/methodology/approach –...

Purpose – The purpose of this study is to explore how customers from different cultures develop trust with service providers to uncover underlying dimensions of trust development for customers from different cultures. Design/methodology/approach – This study utilizes semi‐structured...

A growing number of US fast‐food franchises are expanding operations to overseas markets. Critical to the success of these service firms is an understanding of the way consumers in foreign markets evaluate their services. Reports the findings of a study that examined and compared the...

Purpose – This study aims to investigate creativity‐related determinants of learning in the context of business‐to‐business services and client‐agency relationships. Design/methodology/approach – The research model includes client encouragement, agency creativity, campaign...

Purpose Although social media proficiency and use are key business and marketing practices in today’s digital environment, research has failed to offer sufficient insights into what drives small firms to use social media and how they vitalise co-creative social media environments with...