Satisfaction and dissatisfaction in service encounters: Retail stockbrokerage and corporate banking in Thailand

International Journal of Bank Marketing

Volumn 25, Issue 3, 2007, Pages 173-194

  Srijumpa, Rapeeporn ^a   Chiarakul, Tanyamai ^b   Speece, Mark ^c  

^a SRIPATUM UNIVERSITY   (Thailand)

^b UBON RATCHATHANI UNIVERSITY   (Thailand)

^c UNIVERSITY OF ALASKA SOUTHEAST   (United States)

Author keywords

Banking; Customer satisfaction; Thailand

Indexed keywords

EID: 34047246159     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/02652320710739878     Document Type: Article

References (62)

1. Anderson, E.W. and Mittal, V. (2000), "Strengthening the satisfaction-profit chain", Journal of Service Research, Vol. 3 No. 2, pp. 107-20.
2. Bank of Thailand (BoT) (2006), Payment Systems Report 2005, B0T, Bangkok, available at: www.bot.or.th/bothomepage/databank/ArticlesAndPublications/ Payment%20Systems%20Group/PaymentAnnualReport/Payment%20P.1-P.94%20n.pdf (accessed January 2007).
3. Bauer, H.H., Hammerschmidt, M. and Falk, T. (2005), "Measuring the quality of e-banking portals", International Journal of Bank Marketing, Vol. 23 No. 2, pp. 153-75.
4. Berman, B. and Thelen, S. (2004), "A guide to developing and managing a well-integrated multi-channel retail strategy", International Journal of Retail & Distribution Management, Vol. 32 No. 3, pp. 147-56.
5. Berry, L.L. (1995), "Relationship marketing of services - growing interest, emerging perspectives", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 236-45.
6. Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), "The service-encounter: diagnosing favorable and unfavorable incidents", Journal of Marketing, Vol. 54, pp. 71-84.
7. Bitner, M.J., Booms, B.H. and Mohr, L.A. (1994), "Critical service encounters: the employee's viewpoint", Journal of Marketing, Vol. 58, pp. 95-106.
8. Bitner, M.J., Brown, S.W. and Meuter, M.L. (2000), "Technology infusion in service encounters", Journal of Academy of Marketing Science, Vol. 28, pp. 138-49, Winter.
9. Bleuel, B. (1990), "Commentary: customer dissatisfaction and the zone of uncertainty", Journal of Services Marketing, Vol. 4 No. 1, pp. 49-52.
10. Caru, A. and Cugini, A. (1999), "Profitability and customer satisfaction in services", International Journal of Service Industry Management, Vol. 10 No. 2, pp. 132-57.
11. Chandon, J., Leo, P. and Philippe, J. (1997), "Service encounter dimensions - a dyadic perspective: measuring the dimensions of service encounters as perceived by customers and personnel", International Journal of Service Industry Management, Vol. 8 No. 1, pp. 65-86.
12. Chiarakul, T. (2005), "Integrating the internet channel to enhance relationships in Thai corporate banking", paper presented at the 4th SERVSIG Research Conference (American Marketing Association), Singapore, 2-4 June.
13. Churchill, G.A. (1979), "A paradigm for developing better measures of marketing constructs", Journal of Marketing Research, Vol. 16, pp. 64-73, February.
14. Colgate, M. and Smith, B. (2005), "Relationships and the internet: the mediating role of a relationship banker", Journal of Financial Services Marketing, Vol. 10 No. 2, pp. 140-51.
15. Colgate, M., Buchanan-Oliver, M. and Elmsly, R. (2005), "Relationship benefits in an internet environment", Managing Service Quality, Vol. 15 No. 5, pp. 426-36.
16. Czepiel, J.A. (1990), "Service encounters and service relationships: implications for research", Journal of Business Research, Vol. 20, pp. 13-22.
17. Durkin, M. (2004), "In search of the internet-banking customer: exploring the use of decision styles", International Journal of Bank Marketing, Vol. 22 No. 7, pp. 484-503.
18. Durvasula, S., Lobo, A.C., Lysonski, S. and Mehta, S.C. (2006), "Finding the sweet spot: a two industry study using the zone of tolerance to identify determinant service quality attributes", Journal of Financial Services Marketing, Vol. 10 No. 3, pp. 244-59.
19. Economist Intelligence Unit (EIU) (2006), The 2006 E-readiness Rankings, available at: http://graphics.eiu.com/files/adpdfs/2006EreadinessRankingWP.pdf (accessed January 2007).
20. Edvardsson, B., Johnson, M.D., Gustafsson, A. and Strandvik, T. (2000), "The effects of satisfaction and loyalty on profits and growth: products versus services", Total Quality Management, Vol. 11 No. 7, pp. 917-27.
21. Fournier, S. and Mick, D.G. (1999), "Rediscovering satisfaction", Journal of Marketing, Vol. 63 No. 4, pp. 5-23.
22. Gerbing, D.A. and Anderson, J.C. (1988), "An updated paradigm for scale development incorporating unidimensionality and its assessment", Journal of Marketing Research, Vol. 25, pp. 186-92, May.
23. Gerrard, P. and Cunningham, J.B. (2003), "The diffusion of internet banking among Singapore consumers", International Journal of Bank Marketing, Vol. 21 No. 1, pp. 16-28.
24. Giese, J.L. and Cote, J.A. (2007), "Defining consumer satisfaction", Academy of Marketing Science Review (On-line), Vol. 2000 No. 1, August, available at: www.amsreview.org/articles/giese01-2000.pdf) (accessed January 2007).
25. Gremler, D.D., Bitner, M.J. and Evans, K.R. (1994), "The internal service encounter", International Journal of Service Industry Management, Vol. 5 No. 2, pp. 34-56.
26. Healy, M. and Perry, C. (2000), "Comprehensive criteria to judge validity and reliability of qualitative research within the realism paradigm", Qualitative Market Research: An International Journal, Vol. 3 No. 3, pp. 118-26.
27. Howcroft, B. and Durkin, M. (2000), "Reflections on bank-customer interactions in the new millennium", Journal of Financial Services Marketing, Vol. 5 No. 1, pp. 9-20.
28. Internet World Stats (2006), Internet Usage in Asia, available at: www.internetworldstats.com/stats3.htm (accessed January 2007).
29. Jaruwachirathanakul, B. and Fink, D. (2005), "Internet banking adoption strategies for a developing country: the case of Thailand", Internet Research, Vol. 15 No. 3, pp. 295-311.
30. Johnston, R. (1995), "The determinants of service quality: satisfiers and dissatisfiers", International Journal of Service Industry Management, Vol. 6 No. 5, pp. 53-71.
31. Jones, M.A. and Suh, J.B. (2000), "Transaction-specific satisfaction and overall satisfaction: an empirical analysis", Journal of Services Marketing, Vol. 14 No. 2, pp. 147-59.
32. Laforet, S. and Li, X. (2005), "Consumers' attitudes towards online and mobile banking in China", International Journal of Bank Marketing, Vol. 23 No. 5, pp. 362-80.
33. Larpsiri, R. (2004), "Consumer response to sales force automation in the insurance industry", PhD dissertation, Asian Institute of Technology, Bangkok.
34. Larpsiri, R. (2005), "The sales rep as technology interface: using sales force automation system", paper presented at the 4th SERVSIG Research Conference (American Marketing Association), Singapore, 2-4 June.
35. Larpsiri, R. and Speece, M. (2004), "Technology integration: perceptions of sales force automation in Thailand's life assurance industry", Marketing Intelligence and Planning, Vol. 22 No. 4, pp. 392-406.
36. Leverin, A. and Liljander, V. (2006), "Does relationship marketing improve customer relationship satisfaction and loyalty?", International Journal of Bank Marketing, Vol. 24 No. 4, pp. 232-51.
37. Lieberman, Y. and Stashevsky, S. (2002), "Perceived risks as barriers to internet and e-commerce usage", Qualitative Market Research and International Journal, Vol. 5 No. 4, pp. 291-300.
38. Malhotra, N.K., Agarwal, J. and Peterson, M. (1996), "Methodological issues in cross-cultural marketing research: a state-of-the-art review", International Marketing Review, Vol. 13 No. 5, pp. 7-43.
39. Maxwell, J.A. (1996), Qualitative Research Design, An Integrative Approach, Sage, Beverly Hills, CA.
40. Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. (2000), "Self-service technologies: understanding customer satisfaction with technology-based service encounters", Journal of Marketing, Vol. 64 No. 3, pp. 50-64.
41. Mittal, V., Ross, W.T. and Baldasare, P.M. (1998), "The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions", Journal of Marketing, Vol. 62 No. 1, pp. 33-47.
42. Mulligan, P. and Gordon, R.S. (2002), "The impact of information technology on customer and supplier relationships in the financial services", International Journal of Service Industry Management, Vol. 13 No. 1, pp. 29-46.
43. Nagao, K., Vargo, S.L. and Morgan, F.W. (2006), "Satisfiers, dissatisfiers, criticals, and neutrals: understanding their relative effects on customer (dis)satisfaction", Proceedings of the 2006 AMA Winter Educators Conference: Marketing Theory and Applications, pp. 71-2, available at: www.marketingjournals.org/clara/wintered/PDFs/AMA2006.pdf) (accessed January 2007).
44. National Electronics and Computer Technology Center (NECTEC) (2005), Thailand ICT Indicators 2005, Nectec, Bangkok, available at: http://iir.ngi.nectec.or.th/download/indicator2005.pdf (accessed January 2007).
45. Ndubisi, N.O. and Wah, C.K. (2005), "Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction", International Journal of Bank Marketing, Vol. 23 No. 7, pp. 542-57.
46. Nicholls, J.A.F., Gilbert, G.R. and Roslow, S. (1998), "Parsimonious measurement of customer satisfaction with personal service and the service setting", Journal of Consumer Marketing, Vol. 15 No. 3, pp. 239-53.
47. O'Loughlin, D., Szmigin, I. and Turnbull, P. (2004), "From relationships to experiences in retail financial services", International Journal of Bank Marketing, Vol. 22 No. 7, pp. 522-39.
48. Patrício, L.R., Fisk, P. and Cunha, J.F. (2003), "Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel", Journal of Managing Service Quality, Vol. 13 No. 6, pp. 471-82.
49. Pikkarainen, K., Pikkarainen, T., Karjaluoto, H. and Pahnila, S. (2006), "The measurement of end-user computing satisfaction of online banking services: empirical evidence from Finland", International Journal of Bank Marketing, Vol. 24 No. 3, pp. 158-72.
50. Rotchanakitumnuai, S. (2004), "Banks' use of the world wide web to strengthen customer relationships", PhD dissertation, Asian Institute of Technology, Bangkok.
51. Rotchanakitumnuai, S. and Speece, M. (2003), "Barriers to internet banking adoption: a qualitative study among corporate customers in Thailand", International Journal of Bank Marketing, Vol. 21 Nos 6/7, pp. 312-33.
52. Rotchanakitumnuai, S. and Speece, M. (2004), "Corporate customer perspectives on business value of Thai internet banking services", Journal of Electronic Commerce Research, Vol. 5 No. 4, pp. 270-86.
53. Silverman, D. (2001), Interpreting Qualitative Data: Method for Analysing Talk, Text and Interaction, 2nd ed., Sage, London.
54. Srijumpa, R. (2002), "The impact of technology-based service encounters on customer loyalty", PhD dissertation, Asian Institute of Technology, Bangkok.
55. Srijumpa, R., Speece, M. and Paul, H. (2002), "Satisfaction drivers for internet service technology among stock brokerage customers in Thailand", Journal of Financial Services Marketing, Vol. 6 No. 3, pp. 240-53.
56. Srijumpa, R., Larpsiri, R. and Speece, M. (2004), "Qualitative exploratory research on customer acceptance of technology in financial services", in Sharma, R.D. and Chahal, H. (Eds), Research Methodology in Commerce and Management, Anmol Publications, New Delhi, pp. 60-86.
57. Svensson, G. (2006), "New aspects of research into service encounters and service quality", International Journal of Service Industry Management, Vol. 17 No. 3, pp. 245-57.
58. Thailand National Statistical Office (TNSO) (2006), The 2005 Information and Communication Technology Survey, available at: http://web.nso.go.th/eng/en/ stat/ict/ict05rep.pdf (accessed January 2007).
59. Ueltschy, C.L. and Krampf, F.R. (2001), "Cultural sensitivity to satisfaction and service quality measures", Journal of Marketing Theory and Practice, Vol. 9 No. 3, pp. 14-32.
60. Veloutsou, C., Gilbert, G.R. and Moutinho, L.A. (2005), "Measuring transaction-specific satisfaction in services: are the measures transferable across cultures?", European Journal of Marketing, Vol. 39 Nos 5/6, pp. 606-28.
61. Wengraf, T. (2001), Qualitative Research Interviewing, 1st ed., Sage, London.
62. International Telecommunications Union (ITU) (2006), Internet Indicators: Hosts, Users and Number of PCs, available at: www.itu.int/ITU-D/icteye/ Reporting/ShowReportFrame.aspx?ReportName=/WTI/InformationTechnologyPublic& RPintYear=2005&RP intLanguageID=1) (accessed January 2007).