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...

Sales force automation (SFA) is increasingly used to support customer relationships, and provides a good example of technology application on the supplier‐customer interface. While research has begun to examine SFA, understanding it from the customer viewpoint is still vague. This paper...

Many companies are shifting their focus away from individual transactions toward developing long‐term, mutually supportive relationships with their customers. Salespeople are the main implementers of such relationships, as they act as the interface between companies and customers. Negotiation...

Purpose – The purpose of this paper is to consider the technology acceptance model (TAM) in the context of internet securities trading. It examines the antecedents of perceived usefulness and explores the role of trust and attitude of securities investors toward usage. The behavioural...

A typology for assessing managerial roles was used to explore Thai managers’ self‐reported use of influence tactics with subordinates. In‐depth interviews were conducted with 16 Thai managers in the Siam Cement Group. Managers who viewed themselves as vision setters tended to use rational...

Purpose The purpose of this paper is to investigate the elements that health care personnel in Thailand believe are necessary for successful adoption of electronic medical record (EMR) systems. Design/methodology/approach Initial qualitative in-depth interviews with physicians to adapt key...

Purpose Business use of social media is increasing rapidly as marketers aim to increase customer brand engagement (CBE) in brand communities to enhance the brand experience. However, use of social media for marketing communications is not well understood. This study aims to examine manager and...

Purpose This study aims to examine perceptions in Kuwait about women’s leadership in management. Design/methodology/approach This study includes a review of data on the gender gap across Middle East/North Africa (MENA) countries, comparison with selected Asian and Western countries and...

Purpose – The purpose of this paper is to examine the use of environmental scanning (ES) in the new product development (NPD) process among small and medium enterprises (SMEs) in the Thai food processing industry. This study also shows that more extensive use of ES improves new product (NP)...

Many Thai banks are currently implementing Internet banking. Banks that offer service via this channel claim that it reduces costs and makes them more competitive. However, many corporate customers are not highly enthusiastic about Internet banking. An understanding of why corporate customers do...