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Article
Publication date: 6 October 2023

Yen-Ting Helena Chiu, Dung Minh Nguyen and Katharina Maria Hofer

The growth of self-service technologies (SST) in the retail sector has led to an increased prevalence of SST failures, and spurred academic debate on customer self-recovery of the…

402

Abstract

Purpose

The growth of self-service technologies (SST) in the retail sector has led to an increased prevalence of SST failures, and spurred academic debate on customer self-recovery of the failed services. This study sets out to explore why customers prefer or decline to engage in self-recovery. A framework integrating elements from self-determination theory and theory of planned behavior is developed to explore the impact of motivational factors, attitudes and self-efficacy on self-recovery intention.

Design/methodology/approach

Structural equation modeling (SEM) was used to analyze the sample consisting of 297 users of retail kiosks in convenience stores.

Findings

The results revealed that intrinsic motivation and identified regulation directly affect customers' attitude and intention to engage in self-recovery. Despite an insignificant direct relationship, external regulation impacted self-recovery intention through attitude. Further, the association between intrinsic motivation and self-recovery intention is moderated by self-efficacy.

Originality/value

Much of the extant SST recovery literature has focused on company-rendered service recovery, providing little guidance to firms on how to promote self-recovery among customers. The integrated motivational-cognitive theoretical base in this study allows for a more differentiated inquiry into the factors shaping self-recovery intention, resulting in a deeper understanding of this topic. The novel insights will help retailers develop effective strategies for promoting self-recovery among users of retail kiosks.

Details

International Journal of Retail & Distribution Management, vol. 51 no. 9/10
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 10 February 2023

Trieu Nguyen, Echo Huang and Dung Minh Nguyen

The outbreak of the COVID-19 pandemic has led to the pervasiveness of food delivery apps (FDAs) and the increased scholars’ attention for the topic of FDA continuance usage…

1744

Abstract

Purpose

The outbreak of the COVID-19 pandemic has led to the pervasiveness of food delivery apps (FDAs) and the increased scholars’ attention for the topic of FDA continuance usage intention. However, the limited understanding about possible segments of FDA users has hindered food retailers from providing FDAs with a personalized manner, which impairs the effectiveness of marketing strategies. Thus, this study aims to first explore key antecedents of users’ continuance intention toward FDAs and then segment and profile Taiwanese users based on the identified antecedents of FDA continuance intention and demographics.

Design/methodology/approach

An online survey was implemented to collect responses from FDA users in Taiwan. With a response rate of 82.4%, the final sample of 326 respondents (average age = 28.3; female = 54.9%) was analyzed by using two techniques of structural equation modeling (SEM) and cluster analysis.

Findings

The results indicate six antecedents of users’ continuance usage intention towards FDAs, including information quality, system quality, information quality, perceived usefulness, perceived enjoyment and satisfaction. Additionally, three distinct clusters of FDA users are successfully identified, labeled as “value sensitive users”, “time-sensitive users” and “security sensitive users”.

Originality/value

This study is one of the pioneers that explores the possible segments in FDA market, which helps FDA providers and food retailers develop more focused and appropriate strategies to encourage users to continue using FDAs. Our findings contribute to building an optimized version of “FDA Tech” that becomes an omni-channel solution to serve the increased home-delivery needs in the new normal era.

Details

International Journal of Retail & Distribution Management, vol. 51 no. 5
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 14 February 2025

Dung Minh Nguyen and Georg Daxauer

In the growing esports landscape, understanding esports players’ motivations and behaviors is crucial to academics and practitioners. However, research on what motivates…

34

Abstract

Purpose

In the growing esports landscape, understanding esports players’ motivations and behaviors is crucial to academics and practitioners. However, research on what motivates individuals to play esports and their effects on players’ affective engagement and behavioral responses remain limited. Drawing on the uses and gratifications (U&G) theory, this study explores key motivations that drive players to play esports and examines how these factors influence players’ affective engagement and intentions to continue playing.

Design/methodology/approach

A qualitative study using open-ended essays with 60 Taiwanese esports players was conducted to identify key factors motivating individuals to play esports. Subsequently, a quantitative survey with 328 esports players was undertaken to test the research model using structural equation modeling.

Findings

The qualitative results identified five key motivations (i.e. entertainment, escapism, achievement, self-presentation and social interaction), which were classified into utilitarian, hedonic and social gratifications. The quantitative analysis results revealed that all identified motivations positively influenced two dimensions of affective engagement (i.e. dedication and enthusiasm), which, in turn, led to esports continuance intention.

Originality/value

This study demonstrates the power of the U&G theory in identifying different gratifications associated with esports. Furthermore, by using a mixed-method approach incorporating both qualitative and quantitative techniques, this study offers a fresh perspective on esports-related research. The findings provide practical guidance for game developers and marketers to sustain player engagement, fostering sustainable growth in the esports industry.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

Keywords

Available. Open Access. Open Access
Article
Publication date: 14 February 2025

Bao Ngoc Le, Hoang Viet Nguyen and Dung Minh Nguyen

Over energy consumption is one of the causes of global warming and climate change. To deal with this issue, using energy-efficient appliances is strongly encouraged and…

105

Abstract

Purpose

Over energy consumption is one of the causes of global warming and climate change. To deal with this issue, using energy-efficient appliances is strongly encouraged and cultivating consumer loyalty toward energy-efficient appliances is crucial for long-term sustainability. This study investigates the effects of multiple dimensions of perceived value on consumer satisfaction and three outcomes of consumer loyalty (i.e. willingness to pay a premium, repurchase intention and word-of-mouth intention), considering the moderating role of the product category.

Design/methodology/approach

Quota sampling based on age and gender and snowball sampling methods were applied to recruit 423 participants for this study. A combination of partial least squares structural equation modeling (PLS-SEM), importance-performance map analysis (IPMA) and necessary condition analysis (NCA) was employed to examine the proposed model.

Findings

Functional, price, emotional and environmental values positively impact consumer satisfaction, enhancing the three dimensions of consumer loyalty. The product category moderates the effects of perceived value dimensions on consumer satisfaction. Moreover, the IPMA results highlight that functional value and environmental value are the most essential but underperforming value attributes. The NCA results indicate that social value is a necessary condition for consumer satisfaction.

Originality/value

This study is one of the pioneers in integrating PLS-SEM, IPMA and NCA approaches to comprehensively unpack the relationships between perceived value dimensions, consumer satisfaction and consumer loyalty in the context of energy-efficient appliances. The findings offer theoretical and practical importance for academics, retailers, producers and policymakers to encourage consumer loyalty toward energy-efficient appliances.

Details

Journal of Trade Science, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2815-5793

Keywords

Available. Content available
Article
Publication date: 27 November 2023

Herbert Kotzab, Xavier Brusset and Kristina Petljak

707

Abstract

Details

International Journal of Retail & Distribution Management, vol. 51 no. 9/10
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 25 January 2024

Nhan Nguyen, An Dang, Tai Ngo, Hieu Tran and Dung Tran

This study aims to investigate the role of self-esteem in mediating the relationship between passive social networking usage (PSNU) and life satisfaction, as well as whether the…

98

Abstract

Purpose

This study aims to investigate the role of self-esteem in mediating the relationship between passive social networking usage (PSNU) and life satisfaction, as well as whether the relationships between PSNU and self-esteem/life satisfaction as well as self-esteem and life satisfaction vary by gender.

Design/methodology/approach

This research is conducted in compliance with the ethical standards of the American Psychological Association’s study on a subject of 304 students. Study participants are invited to participate in the survey by completing the anonymous questionnaire regarding passive social network usage, self-esteem and life satisfaction.

Findings

The findings indicate that self-esteem mediated the relationship between PSNU and life satisfaction. Furthermore, gender moderated the self-esteem and life satisfaction relationship, and such an effect was stronger for females than males.

Research limitations/implications

This study, adopting a cross-sectional design and self-report scale, examined the relationship between PSNU and life satisfaction. However, the short study duration hindered establishing a cause-and-effect relationship. Credibility concerns arose from participant-induced noise variables in the self-report scale. Future research should use diverse methods to validate underlying mechanisms. Despite limitations, the study revealed self-esteem as a mediating factor, alleviating the negative impact of PSNU on life satisfaction. Both male and female users are encouraged to engage in self-education, valuing their self-esteem for heightened life satisfaction.

Originality/value

These findings contribute to the understanding of how passive social network usage predicts life satisfaction (mediating effect of self-esteem) based on social comparison theory and when self-esteem increases life satisfaction (moderating effect of gender) based on social role theory of gender differences.

Details

Mental Health and Social Inclusion, vol. 28 no. 4
Type: Research Article
ISSN: 2042-8308

Keywords

Available. Open Access. Open Access
Article
Publication date: 30 November 2018

Dung Nguyen, Hoai Nguyen and Kien S. Nguyen

The purpose of this paper is to investigate the simultaneous relationship among ownership concentration, innovation and firm performance of the small- and medium-sized enterprises…

3223

Abstract

Purpose

The purpose of this paper is to investigate the simultaneous relationship among ownership concentration, innovation and firm performance of the small- and medium-sized enterprises (SMEs) in Vietnam during the 2011–2015. By employing a Conditional Mixed Process (CMP) model, the findings show that: there is no impact of ownership concentration on innovation, but it has a positive impact on sales growth; innovation positively affects firm performance; and there exists a positively reverse causality from sales growth to innovation.

Design/methodology/approach

In this study, the authors propose the adaption of CMP model (Roodman, 2011). The nature of the first stage dependent variable – Innovation – is a binary one while the dependent variable Performance is continuous. Therefore, a model that can adapt the binary nature of the dependent variable and perform the estimation of a system of equations such as CMP model is preferred. The CMP framework is substantially that of seemingly unrelated regression, but with application in a larger scope. This approach is based on a “simulated maximum likelihood method” suggested by Geweke–Hajivassiliou–Keane algorithm.

Findings

By applying CMP method, this study examines the simultaneous relationship among ownership concentration, innovation and firm performance of the SMEs in Vietnam from 2011 to 2015. The findings indicate that: there is no impact of ownership concentration on innovation, but it has a positive impact on sales growth; innovation positively affects firm performance; and there exists a positively reverse causality from sales growth to innovation.

Research limitations/implications

In spite of the efforts to explore the simultaneous relationship among ownership concentration, innovation and firm performance of the SMEs in Vietnam, the study still has some limitations which are promising further research directions. First, the SME surveys by Central Institute for Economic Management do not have much information about other types of ownership including state-owned and foreign ownership. Therefore, possible further studies with richer data sets may explore the impacts of different types of ownership on firm innovation and performance. Second, other types of innovation such as organizational innovation, marketing innovation can also be investigated in further studies in a richer data set for the case of Vietnam SMEs.

Originality/value

The findings show that: there is no impact of ownership concentration on innovation, but it has a positive impact on sales growth; innovation positively affects firm performance; and there exists a positively reverse causality from sales growth to innovation. The policy implications insist on facilitating SMEs with easier access to capital via loans with preferred interest or trust loans without collateral, training programs for the labor force and SME leaders, and reduction of unnecessary administrative procedure.

Details

Journal of Asian Business and Economic Studies, vol. 25 no. 2
Type: Research Article
ISSN: 2515-964X

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Article
Publication date: 17 July 2023

Nghia Nguyen, Thuy-Hien Nguyen, Yen-Nhi Nguyen, Dung Doan, Minh Nguyen and Van-Ho Nguyen

The purpose of this paper is to expand and analyze deeply customer emotions, concretize the levels of positive or negative emotions with the aim of using machine learning methods…

347

Abstract

Purpose

The purpose of this paper is to expand and analyze deeply customer emotions, concretize the levels of positive or negative emotions with the aim of using machine learning methods, and build a model to identify customer emotions.

Design/methodology/approach

The study proposed a customer emotion detection model and data mining method based on the collected dataset, including 80,593 online reviews on agoda.com and booking.com from 2009 to 2022.

Findings

By discerning specific emotions expressed in customers' comments, emotion detection, which refers to the process of identifying users' emotional states, assumes a crucial role in evaluating the brand value of a product. The research capitalizes on the vast and diverse data sources available on hotel booking websites, which, despite their richness, remain largely unexplored and unanalyzed. The outcomes of the model, pertaining to the detection and classification of customer emotions based on ratings and reviews into four distinct emotional states, offer a means to address the challenge of determining customer satisfaction regarding their actual service experiences. These findings hold substantial value for businesses operating in this domain, as the findings facilitate the evaluation and formulation of improvement strategies within their business models. The experimental study reveals that the proposed model attains an exact match ratio, precision, and recall rates of up to 81%, 90% and 90%, respectively.

Research limitations/implications

The study has yet to mine real-time data. Prediction results may be influenced because the amount of data collected from the web is insufficient and preprocessing is not completely suppressed. Furthermore, the model in the study was not tested using all algorithms and multi-label classifiers. Future research should build databases to mine data in real-time and collect more data and enhance the current model.

Practical implications

The study's results suggest that the emotion detection models can be applied to the real world to quickly analyze customer feedback. The proposed models enable the identification of customers' emotions, the discovery of customer demand, the enhancement of service, and the general customer experience. The established models can be used by many service sectors to learn more about customer satisfaction with the offered goods and services from customer reviews.

Social implications

The research paper helps businesses in the hospitality area analyze customer emotions in each specific aspect to ensure customer satisfaction. In addition, managers can come up with appropriate strategies to bring better products and services to society and people. Subsequently, fostering the growth of the hotel tourism sector within the nation, thereby facilitating sustainable economic development on a national scale.

Originality/value

This study developed a customer emotions detection model for detecting and classifying customer ratings and reviews as 4 specific emotions: happy, angry, depressed and hopeful based on online booking hotel websites agoda.com and booking.com that contains 80,593 reviews in Vietnamese. The research results help businesses check and evaluate the quality of their services, thereby offering appropriate improvement strategies to increase customers' satisfaction and demand more effectively.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 3
Type: Research Article
ISSN: 2514-9792

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Article
Publication date: 3 April 2023

Tien Dung Luu, Khanh Huyen Nguyen Mai, Cuong Chi Huynh, Ngoc Huong Thi Phan, Nga Thanh Le and Thao Nguyen Diep Le

This study aims to reveal the impact mechanism of franchisor-owned resources, franchise relationship quality and franchisee's dynamic capabilities on franchisee performance, with…

291

Abstract

Purpose

This study aims to reveal the impact mechanism of franchisor-owned resources, franchise relationship quality and franchisee's dynamic capabilities on franchisee performance, with the moderating role of cultural sensitivity.

Design/methodology/approach

The sample consisted of 290 middle managers and team leaders at 113 hotels and food and beverage settings participating in the international- and domestic franchises in Ho Chi Minh City, Vietnam. A partial least squares structural equation model (PLS-SEM) is used to analyse the data.

Findings

The result reveals that franchisor-owned resources, franchise relationship quality and franchisee's dynamic capabilities significantly impacted franchisee performance. Furthermore, cultural sensitivity has a beneficial role in the effect of franchise relationship quality on franchisee performance.

Originality/value

This study develops an integrated analytical framework of franchisee performance from the franchisee's perspective, contributing to integrating international business theory in franchising studies, namely the resource-based view, dynamic capability view and relationship-marketing theory.

Details

International Journal of Emerging Markets, vol. 20 no. 1
Type: Research Article
ISSN: 1746-8809

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Article
Publication date: 19 August 2020

Thi Anh Ngoc Pham, Ho Huu Loc, Dung Duc Tran and Nguyen Hong Quan

The purpose of this paper is to investigate the input- and output-specific technical inefficiency of Vietnamese prawn-rice rotational crops (PRRC) and to identify the impacts of…

223

Abstract

Purpose

The purpose of this paper is to investigate the input- and output-specific technical inefficiency of Vietnamese prawn-rice rotational crops (PRRC) and to identify the impacts of the socio-economic characteristics of farmers and farms on these technical inefficiencies.

Design/methodology/approach

This study first used a Russell-type (input-output) directional distance function to estimate the input- and output-specific technical inefficiency. Second, it applied a bootstrap truncated regression to analyze the factors influencing these technical inefficiencies. Data were gathered through a survey among 94 farmers, from Ben Tre and Kien Giang provinces, the two popular PRRC areas in the Mekong Delta.

Findings

Results show that Vietnamese PRRC farmers could reduce the water surface area by 3%, the use of seedlings by 15%, labor by 16%, fertilizers by 26%, and the use of others by 24%, while simultaneously increasing the revenue of farming system by 57% relative to the variable returns to scale (VRS) frontier. Farmers with more years of experience are generally better in managing the use of seedlings and in improvement of revenue. Farmers in Kien Giang province are more efficient in achieving revenue of the PRRC farming system than farmers in Ben Tre province.

Research limitations/implications

Outcomes of this study are useful to identify strategies in minimizing the use of inputs while simultaneously maximizing PRRC production.

Originality/value

This paper relates to the comparison of two mostly different ecological zones, being the dominant production areas of PRRC, in which, Kien Giang represents the western part, while Ben Tre is in the eastern part of the Vietnam’s Mekong Delta. The findings not only expand the current understanding but also suggest various meaningful research questions regarding the development of Vietnamese PRRC under the impacts of climate change. The study also contributes to the literature on examining the input- and output-specific technical inefficiencies and influencing factors.

Details

Journal of Agribusiness in Developing and Emerging Economies, vol. 11 no. 1
Type: Research Article
ISSN: 2044-0839

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