Numerous stage models have attempted to clarify management priorities during the early stages of companies. However, a need for more focused and context-specific studies exists. This study seeks to clarify the early stages of technology-intensive companies in Thai and Finnish contexts. To...

Purpose – The purpose of this paper is to develop and apply the sequential incident laddering technique as a novel approach for measuring customer service experiences. The proposed approach aims to correspond with the concept's theoretical foundation in the extant literature....