This paper examines how cultural effects can be integrated into the relationship between customer value (perceived service quality and brand name) and customer loyalty. Hofstede's individualism-collectivism dimension is used for illustration, because some research has shown that it is a key...

This research explores bank and corporate customer views on customer satisfaction with interpersonal and internet channels in Thailand, and examines the concept of integration to blend the two channels rather than operating them as separate alternatives. Qualitative in-depth interviews were...

Purpose – The purpose of the paper is to examine customer satisfaction and dissatisfaction with interpersonal vs internet service encounters in Thai retail stockbrokerage and corporate banking.Design/Methodology/Approach – In each of two separate projects, in-depth qualitative interviews...