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 reports...

In retail banking, the internet has allowed banks to offer information and services to customers at their convenience, and many Thai banks are following worldwide trends in implementing internet banking. Banks which offer this channel claim that it reduces costs and makes them more competitive....

Understanding what attributes are sought by casino visitors during their visit to a casino can enable casino operators to enhance the quality of service elements. This study assessed the important casino attributes that casino visitors seek when visiting a casino. The study also seek to identify...

<title>ABSTRACT</title> Educational services are becoming increasingly internationalized, but little research has been done on country of origin effects on student expectations toward such services. This study investigates country image associated with service expectations toward international programs in...

Purpose – This paper aims to investigate the effect of several valuable resources (organizational reputation, human resource management (HRM) practices, networks, and vertical integration in production) in explaining the performance of rice-milling firms in Thailand....

Marketing plays an important role in new product development (NPD) through several mechanisms. One is crossfunctional communication and collaboration so that marketing issues are integrated into the NPD process. Another is the strategic orientation of NPD, which includes marketing strategy...