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Consumer Perceptions Of Internet Banking In Finland: The Moderating Role Of Familiarity, Katariina Maenpaa, Sudhir H. Kale, Hannu Kuusela, Nina Mesiranta
Consumer Perceptions Of Internet Banking In Finland: The Moderating Role Of Familiarity, Katariina Maenpaa, Sudhir H. Kale, Hannu Kuusela, Nina Mesiranta
Sudhir H. Kale
Previous research on Internet banking (IB) has mostly been confined to the adoption of online banking services. Now that IB has millions of active users worldwide, it is time to shift the research focus to the perceptions and experiences of IB users. This article examines the moderating role of familiarity, i.e. the amount of accumulated IB experience, in consumer perceptions of IB. A survey of 300 active users of IB in Finland revealed that level of IB familiarity impacted four out of seven service dimensions explored in the research. These findings may provide useful guidelines for developing Internet bank services …
Casino Customers In Asian Versus Western Gaming Jurisdictions: Implications For Western Casino Operators, Sudhir Kale, Mark Spence
Casino Customers In Asian Versus Western Gaming Jurisdictions: Implications For Western Casino Operators, Sudhir Kale, Mark Spence
Sudhir H. Kale
Purpose – Most of the growth in casino expansion for the foreseeable future will take place in Asia. Western casino operators appreciate the immense opportunities afforded by the Asian markets, but judging by their performance abroad some have not adapted in ways necessary to survive and prosper. The purpose of this paper is to expose key differences between Asian and Western gaming jurisdictions. In light of these differences, it is a serious mistake for Western casino executives to follow an ethnocentric approach when planning marketing activities and customer service initiatives for Asian customers. To rectify this situation, a framework is …