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This study aims to examine the effects of employee voice (EV) and team-member exchange (TMX) on employee job satisfaction (EJS) and affective commitment to an organization among Gen Y employees of hotel companies in the USA and China.

Using a Qualtrics panel, a self-administered online survey was completed by Gen Y hotel employees in the USA and China. Multiple-group structural equation modeling analysis examined relative moderating effects on the proposed framework.

The effect of EV on EJS was greater in China than in the USA. However, Gen Y hotel employees in the USA who experience high-quality TMX are more likely to have greater EJS than they would in China.

Further studies need to be carried out in other hospitality sectors or non-hospitality business areas with different cross-national contexts.

Chinese hotel managers need to develop effective ways to encourage Gen Y EV. To promote TMX of Gen Y employees in the USA, supporting team-oriented projects and/or evaluations can be an effective way.

This study advances previous cross-cultural studies by focusing on a generation subculture. It makes significant contributions to the hospitality literature, as it is the first among research studies that examines Gen Y employees’ extra-role behavior (EV) and TMX across different national cultures: the USA vs China.

The objective of this study was to confirm the dimensions of revenue managers’ proactive work behavior in the lodging setting and to examine the effect of organizational structure on the degree of proactivity in their work behavior.

The data (n = 280) collected from lodging revenue managers was analyzed, using exploratory factor analysis, confirmatory factor analyses and multivariate analysis of variance.

The four factor model was confirmed – Voice, Individual Innovation, Taking Charge and Problem Prevention. Revenue managers who manage multiple properties were found to have greater proactivity than their single property counterparts.

A future study can work exclusively with individual companies to better understand the demographics of the Revenue Manager within specific organizations.

This study enhances our understanding of revenue management activities and behaviors by focusing on the concept of proactive work behaviors, and the complexity of responsibility that revenue managers face. This study is to exhibit a greater measure of proactive work behavior.

The primary purpose of this paper is to develop a parsimonious Consumer Experience Index (CEI) and then identify and validate the dimensionality of the experience concept.

The study employed a four‐step methodology. After conducting a pre‐test and pilot test, data were collected from 397 adults via an online survey. A split‐sample technique was used for the data analysis. The first‐split sample (n=199) was used to conduct the exploratory factor analysis. Reliability, convergent validity, and discriminant validity were evaluated with a second‐half split sample (n=198) from confirmatory factor analysis.

Scale‐development procedures resulted in a seven‐factor model comprised of the following dimensions: environment, benefits, convenience, accessibility, utility, incentive, and trust. Overall, the 26‐item CEI is a reliable and valid measure to determine the underlying components of a consumer's experience.

This study concentrates on an experience based on the general service delivery system rather than a specific industry or business sector. Applicability of this experience measure should also be evaluated in specific, but diverse, business sectors. By understanding these seven dimensions, management can develop effective marketing strategies for providing memorable experience for consumers.

Consumer experience has gone largely unmeasured. Built on the old business axiom that you cannot manage what you cannot measure, this validated CEI tool can provide businesses with an effective new management tool.

The purpose of this paper is to articulate whether consumers’ use of music via streaming service benefits niche products and diversified consumption of music. It examines does winner take all or is long tail achieved in the digital music market.

To investigate the degree of concentration in the digital music sales, this study measures multiple concentration metrics using the top 100 songs for 245 weeks listed on the Korean music ranking chart.

Conflicting results are found between the analyses based on short-run and long-run data. When sales distributions are compared weekly or monthly, the results show that streaming services have a less concentrated sales distribution than download services. However, the result becomes the opposite in the long-run analysis (i.e. one year).

This study proposes that the non-technological drivers such as the beneficial addiction of music consumption can be a crucial driver affecting the usage concentration in music industry, coupled with the royalty policy of access-based services.

The purpose of this paper is to investigate the prerequisites of customer online experience and its outcomes in banks. Brand congruity is an important mediating variable in these connections.

A quantitative approach is used to test the model based on the literature review. The subjects are online customers of an Iranian bank, Bank Mellat, in East Azerbaijan Province, which is famous for its e-banking. Data analysis was conducted using structural equation modeling.

The results suggested that the prerequisites of customer experience affected customer experience, which was, in turn, divided into two components (affective experience and functional experience). Besides, brand congruity played a moderating role in the relationship between prerequisites and consequences.

In the model, brand congruity was the only moderating variable and other moderating variables were excluded. Further, test results were related to a specific brand.

This paper explores how the behaviors of customers could be improved in the online context by concentrating on determinants of customer online experience. The paper offers implications for the improvement of customer online experience in service marketing, especially in banking.

This is the first study in Iran to use brand congruity as a way of surveying the perquisites and outcomes of online experience in banking. The findings expand the importance of brand congruity in online experience to the entire banking sector.

The purpose of this study is to describe South Korea’s unique fever for public service jobs (FPSJ) and to critique it from a National Human Resource Development (NHRD) management framework.

This paper reviewed previous studies, news and technical reports related to FPSJ and NHRD to connect FPSJ and NHRD.

This study analyzed FPSJ-related issues based on three areas (development, allocation and utilization) of human resources and four contexts (political, economic, social and educational backgrounds). FPSJ has led to multiple concerns about developing human resources (vocational education and career guidance), allocating human resources (the unbalanced supply-demand mismatch and flawed selection) and using human resources (delayed job entry and low public service ethos).

This study analyzes the challenges related to FPSJ in Korea from a NHRD perspective. Based on the analysis, this study recommends strategies for reducing the over-emphasis on FPSJ.