Japanese companies in Thai culture : managing customer service in the retail industry | |
| Author | Nagai, Katsunori |
| Call Number | AIT RSPR no.SM-04-13 |
| Subject(s) | Retail trade--Customer services Customer services--Thailand |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master in Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-04-13 |
| Abstract | The purpose of this study is to investigate how customer service works in a different cultural context, Japanese firm in Thailand. Customer Service is becoming more and more important on real business for now. When the company has entered Thai market, they might need to create and develop customer service in different way from Japanese market. Even if it is not required to change, there must be some efficient way to operate customer service. Customer service is defined from the Japanese management point of view to understand what the obstacles are and how the cultural difference on customer service can be reduced. The dilemma between Japanese managers and local staffs based on their insights of the Japanese customer operation method were assessed. Two Japanese retail and distribution companies, JUSCO and TOKYU were interviewed. Customer data were collected from 50 Thai local customers and Japanese customers and local customers who living in Thailand were interviewed. The results of how cultural difference affects customer service suggests strategies of adaptation of the service approach should be taken to better fit the expectations of Thai customers. |
| Year | 2004 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-04-13 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Swierzeck, Fredric William |
| Examination Committee(s) | Sununta Siengthai; Dimmitt, Nicolas J. |
| Scholarship Donor(s) | - |
| Degree | Research report (M.Sc.) - Asian Institute of Technology, 2004 |