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    The Antecedents and Consequences of Customer Engagement: An Exploratory Study on Mobile Network Business in Thailand 

    Theingi; Suchira Phoorithewet; Wang, Yunmei; Sikankaew Panthongprasert (2016)

    This study explores the antecedents and consequences of customer engagement behavior in the Thai mobile network business. A qualitative research using 15 interviews was conducted to identify the service quality dimensions, customer engagement behaviors and customer loyalty. The respondents’ main concerns were related to technical and functional service quality and their engagement behavior were addressed mostly in offline mode when they interacted with their family, friends and occasionally communicating to the mobile providers. It was found that ...