The Impact of Digital Service Quality Toward Customer Engagement: A Case Study of Telemedicine in Thailand

Purpose: The aims of this study are to examine the effect of digital service quality on customer engagement with telemedicine systems and to investigate how such effects change depending on a variety of socioeconomic characteristics.   Design/methodology/approach:  The survey research with online questionnaire was conducted with 405 telemedicine experienced samples. The proposed hypotheses were tested using the Structural Equation Modeling (SEM) method.   Findings:  The results revealed that digital service quality significantly influences customer engagement. A second-order confirmatory factor analysis of the digital service quality (DSQ) construct revealed that the efficiency dimension best explained DSQ, followed by the responsiveness and interaction dimensions. The study of moderation revealed that the effect of DSQ on CE was greater in younger age groups than in older age groups. In addition, those with a higher level of formal education appear to have higher levels of CE than those with a lesser level of formal education.   Research, Practical & Social implications: The study will help practitioners create telemedicine services that are more efficient and effective so that patients are more engaged and loyal to the telemedicine service providers.   Originality/value: The value of the study is that it is one of the rare attempts to clarify the consequences of digital service quality from the perspective of the consumer, and it proposes several implications and recommendations

Innovativeness in Thai family SMEs: An exploratory case study

Over the past decade, academic research has revealed innovativeness to be one of the core components effecting SME performance. This research aims to study the linkage between innovativeness and “familiness” in family SMEs. The paper employs a qualitative approach and exploratory case studies, in collecting data on three categories of firms manufacturing, trading and servicing companies in order to identify how “familiness” effects the innovativeness of their family SMEs. To identify how “familiness” either accelerates or decelerates innovativeness in family SMEs, we adopted the F-PEC scale as a tool to study the connection between family and business values and also the impact of family commitments to the company. We found that power, experience and culture accelerate innovativeness in family SMEs. The paper illustrates the important role of family in firm innovativeness and how this can bring competitive advantage and success to family SMEs

Applications of Blockchain in Business Processes: A Comprehensive Review

Blockchain (BC), as an emerging technology, is revolutionizing Business Process Management (BPM) in multiple ways. The main adoption is to serve as a trusted infrastructure to guarantee the trust of collaborations among multiple partners in trustless environments. Especially, BC enables trust of information by using Distributed Ledger Technology (DLT). With the power of smart contracts, BC enforces the obligations of counterparties that transact in a business process (BP) by programming the contracts as transactions. This paper aims to study the state-of-the-art of BC technologies by (1) exploring its applications in BPM with the focus on how BC provides the trust of BPs in their lifecycles; (2) identifying the relations of BPM as the need and BC as the solution with the assessment towards BPM characteristics; (3) discussing the up-to-date progresses of critical BC in BPM; (4) identifying the challenges and research directions for future advancement in the domain. The main conclusions of our comprehensive review are (1) the study of adopting BC in BPM has attracted a great deal of attention that has been evidenced by a rapidly growing number of relevant articles. (2) The paradigms of BPM over Internet of Things (IoT) have been shifted from persistent to transient, from static to dynamic, and from centralized to decentralized, and new enabling technologies are highly demanded to fulfill some emerging functional requirements (FRs) at the stages of design, configuration, diagnosis, and evaluation of BPs in their lifecycles. (3) BC has been intensively studied and proven as a promising solution to assure the trustiness for both of business processes and their executions in decentralized BPM. (4) Most of the reported BC applications are at their primary stages, future research efforts are needed to meet the technical challenges involved in interoperation, determination of trusted entities, confirmation of time-sensitive execution, and support of irreversibility

The Impact of Brand Value on Business Performance: An Analysis of Moderating Effects of Product Involvement

The purposes of this study are to investigate the impact of brand value on business performance and to examine whether the impact of brand value on business performance differs between high and low product involvement. Based on the top 100 brands ranked by Interbrand in 2021, linear regression analysis and moderation analysis by SPSS and AMOS were used to examine our proposed hypotheses. The results showed that brand value had a significantly positive effect on business performance. The findings imply that stronger brand valuation impacts are associated with companies that do better financially. In other words, business revenue is significantly determined by a higher brand valuation. The result of the moderation effect reveals that product involvement moderates the effect of brand value on business performance in such a way that the association between brand value and business performance is stronger in low-involvement products than in high-involvement products. The findings validate the notion that a marketer's endeavors toward brand investments constitute a noteworthy origin of activity that adds value. Our study is one of the first to investigate, using empirical data on leading brands across several industries, the impact that brand value can have on business performance. It also broadens the scope of existing understanding regarding the moderating effect of product involvement in regulating a brand's effectiveness.   Doi: 10.28991/HIJ-2024-05-01-06 Full Text: PD

Cloud accounting adoption in Thai SMEs amid the COVID-19 pandemic: An explanatory case study

The COVID-19 pandemic has altered the way small and medium-sized businesses (SMEs) function. To maintain business efficiency and reduce operating costs in the context of the constraints imposed by the pandemic, SMEs have been forced to embrace new digital technologies. Cloud accounting is becoming an increasingly important business operating tool for SMEs. By adopting cloud-based accounting, SMEs can become more efficient, financially organized, and flexible. This study aims to investigate the factors that have a pervasive influence on cloud accounting adoption among SMEs in Thailand, following the pandemic's effects. This study integrates three technology adoption theories-the Technology-Organization-Environment framework, Diffusion of Innovation theory, and Institutional Theory-and studies them alongside SMEs' unique characteristics. The research employs a qualitative case study method and triangulated sources of evidence. The findings provide important implications for the research community, policymakers, cloud accounting vendors, and SME owners aiming to formulate better approaches to cloud accounting adoption after the pandemic. The results suggest that vendors should focus on SMEs' particular characteristics and needs. By contrast, SMEs should determine the organizational fit of the cloud accounting platform and integrate cloud accounting with other aspects of their operations