A Model to Investigate the Influence of Channel, Perceived Web Quality, Brand Awareness, Perceived Quality on After-sales Service of the All-in-one Office Products

Chitcharoen, Chaisak; Kanthawongs, Penjuree; Wathanasuksiri, Kanokorn; Kanthawongs, Penjira

doi:10.1016/j.sbspro.2013.08.475

Cited by 14 publications

(7 citation statements)

References 17 publications

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“…We established our sample universe based on the Department of Business Development database from the Ministry of Commerce in Thailand. Registration in that database is compulsory for businesses and it therefore provides an appropriate foundation for data collection (Chitcharoen et al, 2013;Sebora et al, 2009). Thailand provides an interesting context to carry out our research for the following reasons.…”

Section: Samplingmentioning

confidence: 99%

Headquarters value added and subsidiary performance: insights from Thailand

Kingkaew

Dahms

2018

RIBS

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Purpose The purpose of this paper is to understand the impact of network relationship strength and subsidiary initiatives on the headquarters value added and performance in foreign-owned subsidiaries. Design/methodology/approach This study is based on survey data collected from foreign-owned subsidiaries located in Thailand. The authors use symmetric structured equation modelling partial least squared (SEM-PLS) and asymmetric fuzzy set qualitative comparative analysis (fsQCA) techniques to analyse the data. Findings The authors found that intra-organisational relationship strength is one of the key determinants for high headquarter value added. They also found that headquarter value added plays a crucial role in explaining subsidiary performance. The role of subsidiary initiatives seem overall less pronounced than initially thought. Originality/value The originality of this study lies in the conceptual framework based on networks and subsidiary initiatives. This is one of the few studies that empirically tests headquarters value-added determinants in subsidiaries located in an emerging market. Furthermore, the authors use SEM-PLS and fsQCA to look beyond more commonly tested symmetric associations.

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Section: Samplingmentioning

confidence: 99%

Headquarters value added and subsidiary performance: insights from Thailand

Kingkaew

Dahms

2018

RIBS

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“…They explained the necessary factors responsible for the contributing on the after-sales sector in automobile marketing. Chitcharoen et al (2013) studied different relationships among brand awareness, channel, perceived web quality, and perceived quality towards after-sales service of the all-in-one office products' firm in Bangkok, Thailand. They reported a decline on the sales of some single-function products when a multifunction product was opened.…”

Section: Introductionmentioning

confidence: 99%

Performance measurement of the after-sales service network: Evidence from the automotive industry

Fard¹,

Hosseini²

2015

10.5267/j.msl

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This paper presents an empirical investigation to determine important factors influencing on customer satisfaction in after-sales service network of automotive industry. The study designs two questionnaires, one for measuring the quality of after-sales services and the other for measuring customers' satisfaction. The study selects a sample of 265 randomly selected customers out of 850 people who received the services from an automotive firm in Iran. Cronbach alpha has calculated as 0.82, which is well above the minimum desirable level. Using Spearman correlation the study has detected a positive and meaningful relationship between services and customer satisfaction (r=0.48, Sig. =0.01), a positive relationship between being responsiveness and customer satisfaction (r=0.51, Sig. =0.01) and finally a positive relationship between speed of operation customer satisfaction (r=0.45, Sig. = 0.01). Moreover, there was a positive and meaningful relationship between cost of services and customer satisfaction (r=0.68, Sig. = 0.01) and a positive relationship between quality of services of after-sales services and customer satisfaction (r = 0.61, Sig. =0.01).

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“…Awareness includes several things: (1) awareness of feelings, thoughts, and surroundings; (2) complete activity and involvement of the senses; (3) individual and group ideas and feelings (Chitcharoen et al, 2013). A story about K revealed that employees' self-confidence and concern for their work was increasing.…”

Section: Results Of Msc Techniquementioning

confidence: 99%

Provocation Through ISO 9001 Certification: What is the Most Significant to Output Quality, Quality Awareness or Procedure Documentation?

Ernawati

2023

j.emerging.bus.man.entre.stud

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This research aimed to identify the most significant changes that occur to employees and organizations when the company has obtained ISO 9001 certification and examine how these changes affect output quality. This study used a mixed method, combining The Most Significant Change (MSC) and Structural Equation Model (SEM) analysis techniques. This research was conducted in a printing company in Jakarta, Indonesia. This was carried out from January to March 2023. The MSC analysis technique involved 3 informants, and 100 data respondents involved in a survey related to filling out the questionnaire. After the company (BOS) received ISO 9001 certification, the MSC results were quality awareness and procedure documentation. Both showed a positive and significant effect on output quality. Documentation of procedures showed a greater influence than quality awareness. However, Quality Management Practices as a moderator variable were proven to be able to increase the effect of quality awareness on output quality. Further research can broaden this scope by surveying respondents of different organizations so that generalization is increased.

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A Model to Investigate the Influence of Channel, Perceived Web Quality, Brand Awareness, Perceived Quality on After-sales Service of the All-in-one Office Products

Cited by 14 publications

References 17 publications

Headquarters value added and subsidiary performance: insights from Thailand

Headquarters value added and subsidiary performance: insights from Thailand

Performance measurement of the after-sales service network: Evidence from the automotive industry

Provocation Through ISO 9001 Certification: What is the Most Significant to Output Quality, Quality Awareness or Procedure Documentation?

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