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...

Describes application of qualitative in-depth interviewing to understand concepts in a new cultural context and assess. Discussion of the qualitative methodology in Thailand to assess customer perceptions of internet-based services vs. interpersonal services

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...

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...

This study examines large-scale enterprise resource planning (ERP) implementation success factors by looking at their impact on the balanced scorecard (BSC) indicators. Survey research was applied to collect data from large private and public companies (n=275) that have already implemented...

Internet banking has become the new self-service delivery channel that allows banks to provide information and offer services to their customers with more convenience via the web services technology. An understanding of corporate customer acceptance of Internet banking can assist banks to assess...

This study explored corporate customers' perceptions toward the benefits and barriers of web-based service in the context of Thai Internet banking, and examined the impact of the benefits and barriers on the overall customer relationship to the bank and switching cost. The survey results from...