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...

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...

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....

Bis heute sind die Entwicklungsprobleme Omans von dem traditionellen Dualismus der beiden Landesteile - Küstenregion und Inneroman - geprägt. Der Beitrag befaßt sich mit den ökonomischen Aspekten dieser Dichotomie und analysiert insbesondere die beiden unterschiedlichen Wirtschaftsstrukturen...

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)...

Purpose – The importance of packaging design and the role of packaging as a vehicle for consumer communication and branding are necessarily growing. To achieve communication goals effectively, knowledge about consumer psychology is important so that manufacturers understand consumer response...

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...