AI SearchConceptualizing customer engagement and attracting new target customers (Record no. 21653)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 03956nas a2200337 a 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20260818084729.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 230914s2016 th 000 eng d |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | .b12373308 |
| 099 #9 - LOCAL FREE-TEXT CALL NUMBER (OCLC) | |
| Classification number | AIT Diss. no. DBA-SOM-16-05 |
| 100 0# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Pichate Benjarongrat |
| 245 10 - TITLE STATEMENT | |
| Title | Conceptualizing customer engagement and attracting new target customers |
| 490 1# - SERIES STATEMENT | |
| Series statement | Dissertation; |
| Volume/sequential designation | no.DBA-SOM-16-05 |
| 500 ## - GENERAL NOTE | |
| General note | A dissertation submitted in partial fulfillment of the requirements for the degree of Doctor of Business Administration, School of Management |
| 502 ## - DISSERTATION NOTE | |
| Dissertation note | Thesis (Ph.D.) - Asian Institute of Technology, 2016 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Customer engagement means so much to the future of almost all commercial companies. It is more complex than ever before and there has been a dramatic change in how customer service takes place. There are many changes taking place; globalization, advanced technology, a tougher competitive environment, more knowledgeable and sophisticated customers are just some of the shifts occurring in the business climate. However there is limited evidence integrating the effects of the variables simultaneously, thus producing a complete picture of the alignment of corporate culture and values, internal branding, and client relationships with customer satisfaction to create customer engagement. A full understanding of management and employee commitment to personal service effectiveness and brand values to create customer satisfaction and subsequent customer engagement requires an examination of the antecedents but there is no single empirical study so far. This study, therefore, endeavors to fill this gap by finding an effective methodology to engage existing customers and at the same time attract new customers. In doing so, factors including corporate culture and values, internal branding, and relationships with customers will be included as the holistic approach to determining customer engagement. In summary, this research examines the relationships between organizational culture, corporate brand values and employee service traits to the customer engagement. It is an examination of those in the Thai banking sector specific to a) small and b) newly established banking organizations in contrast to their larger and better established counterpart. A model for customer engagement for the retail banking environment is set out in the research. Based on the results of study, the model of customer engagement is established. The model suggests that the combination of following factors should influence customer engagement:- 1. Culture and Values-Based Service Behavior (corporate culture, internal branding, and relationship with client) 2. Customer Satisfaction 3. Customer Engagement (customer retention and attraction) In summary, corporate culture and values are reflected in employee behavior and are demonstrated in practice, by what is known as 2employee branding or internal branding3. Customer engagement may be affected by the culture and values-based service behaviors that develop customer satisfaction. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Neal, Mark W., |
| Relator term | Co-Chairperson |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Igel, Barbara, |
| Relator term | Co-Chairperson |
| 700 0# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Winai Wongsurawat, |
| Relator term | Examination Committee |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Huynh, Trung Luong, |
| Relator term | Examination Committee |
| 810 2# - SERIES ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Asian Institute of Technology. |
| Title of a work | Dissertation; |
| Volume/sequential designation | no.DBA-SOM-16-05 |
| 856 ## - ELECTRONIC LOCATION AND ACCESS | |
| Materials specified | Full-Text |
| Uniform Resource Identifier | <a href="http://203.159.5.9/ait-thesis/detail.php?q=B04983">http://203.159.5.9/ait-thesis/detail.php?q=B04983</a> |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) | |
| a | .b12373308 |
| b | mnait |
| c | m |
| 902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) | |
| a | 240611 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| Operator's initials, OID (RLIN) | 0 |
| Cataloger's initials, CIN (RLIN) | 230914 |
| First date, FD (RLIN) | m |
| -- | a |
| -- | m |
| -- | 0 |
| 945 ## - LOCAL PROCESSING INFORMATION (OCLC) | |
| l | mnarc |
| 945 ## - LOCAL PROCESSING INFORMATION (OCLC) | |
| l | mnarc |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | 40-Archives |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | 67-Electronic Resource |
| 909 ## - LOCAL ITEMS USED | |
| Barcode | Barcode : 30050120885594 |
| CREATED | CREATED : 2021-09-23 |
| RECORD Id | RECORD # : i13350870 |
| LPATRON | LPATRON : 0 |
| LCHKIN | LCHKIN : - |
| RENEWALS | # RENEWALS : 0 |
| -- | # OVERDUE : 0 |
| -- | IUSE3 : 0 |
| -- | TOT CHKOUT : 0 |
| -- | TOT RENEW : 0 |
| 909 ## - LOCAL ITEMS USED | |
| Barcode | Barcode : - |
| CREATED | CREATED : 2021-09-23 |
| RECORD Id | RECORD # : i13350882 |
| LPATRON | LPATRON : 0 |
| LCHKIN | LCHKIN : - |
| RENEWALS | # RENEWALS : 0 |
| -- | # OVERDUE : 0 |
| -- | IUSE3 : 0 |
| -- | TOT CHKOUT : 0 |
| -- | TOT RENEW : 0 |
| Withdrawn status | Lost status | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Total checkouts | Full call number | Barcode | Date last seen | Copy number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | Archives | 18/08/2026 | AIT Diss. no. DBA-SOM-16-05 | 30050120885594 | 18/08/2026 | 1 | 18/08/2026 | 40-Archives | ||||
| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | Archives | 18/08/2026 | AIT Diss. no. DBA-SOM-16-05 | 18/08/2026 | 18/08/2026 | 67-Electronic Resource |