This study aims to investigate the antecedents to customer retention and brand loyalty of Internet Service Providers in Thailand. The findings reveal that customers’ commitment and value are influenced by information support, privacy and security. Additionally, the positive relationships between information quality and privacy and behavioural loyalty were revealed. Customers’ commitment and value were positively associated with behavioural loyalty. However, surprisingly, there was no support for the hypothesised positive association between customers’ value with behavioural loyalty. Practical implications that can be drawn from this research will form a foundation for service providers in the residential internet market to develop new retention strategies. These providers would l be able to reduce the current issues relating to the high customer churn rate. By making customers more central in company operations, these strategies can potentially reduce the expenses associated with acquiring new customers.

The main aim of this study is to propose a conceptual model for marketers’ contributions to Corporate Social Responsibility (CSR) programs. Thus, this study could possibly reveal synergies between Marketing and Corporate Social Responsibility Programs (CSR). Customers have expectations that firms need to carry out CSR activities and hence customers have various responses towards companies’ CSR actions. This implies that marketers’ contributions seem necessary in the development and implementation of CSR programs. This research provides a conceptual model to examine possible synergies between marketing and CSR. Based on the resource based theory of firms, it can be argued that marketers need to contribute to CSR initiatives. From the perspective of return on investments on CSR activities, CSR programs can be viewed as being philanthropic or strategic in nature. Customers tend to respond to both of these CSR types. Hence we propose that contribution of marketers seems important to both kinds of CSR, which in turn would increase customer satisfaction about CSR programs. Consequently, companies’ performance can be enhanced. A mix method is proposed for this study. It is envisaged that in near future, this conceptual model would be empirically tested by collecting data from customers and marketing managers of the Sri Lankan financial institutions. This research concludes with practical implications.

This study aims to investigate the antecedents to customer retention and brand loyalty of Internet Service Providers (ISPs) in Thailand. Overall service quality of an ISP is determined by network quality, customer service, information support, privacy and security. The findings reveal that the positive relationships between service quality and consumers’ affective evaluations (satisfaction, trust, commitment, and value) were revealed. Overall customers’ satisfaction and commitment were positively associated with both attitudinal and behavioural loyalty. However, surprisingly, there was no support for the hypothesised positive association between customers’ trust and value with attitudinal and behavioural loyalty. Practical implications that can be drawn from this research will form a foundation for service providers in the home ISP to develop new retention strategies. By making customers more central in company operations, these strategies can potentially reduce the expenses associated with acquiring new customers.