Ngan Tuyet Truong, Duy Dang-Pham, Robert James McClelland and Mathews Nkhoma
This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation…
Abstract
Purpose
This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation.
Design/methodology/approach
The proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management.
Findings
The proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception.
Practical implications
This paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately.
Originality/value
This study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature.
服务创新、顾客满意度、和行为意向:一个理论模型研究目的
本论文建立一个理论模型, 以研究创新型服务对顾客满意度和行为意向的影响。随着服务创新逐渐成为产品科技创新的焦点, 本论文针对服务创新提出一个新的角度。
研究设计/方法/途径
本论文采用审阅服务运营管理、服务创新、和酒店管理的关键理论和概念, 提出理论模型。
研究结果
本论文提出的理论模型可以进行实际测试, 以检测酒店运营中服务创新相关的顾客满意度和行为意向。研究表明, 影响顾客满意度的因素有七个:创新性硬件因子、创新性人文因子、创新性功能性因子以影响顾客交易方面的满意度、复杂性、有意义性、新意、以及可负担度以决定整体顾客满意度。顾客期待是由社会因子、信息、知识、和其影响实际感官的需求、以及顾客期待和实际感知之间的差别。交易性满意度、整体满意度、和行为意向之间的关系能够全面解释顾客满意度, 其在感知前、中、和后的过程中。
研究实际意义
本论文强调了创新性服务流程和顾客评价对服务创新的重要性。本论文综合文献给出服务创新的概念能够帮助从业人员找到有效影响顾客满意度和行为意向的关键因素。因此, 制定出配合运营管理中的营销策略。
研究原创性/价值
本论文根据审视关键理论和相关文献, 提出了酒店运营中营销服务创新的顾客满意度关键因素。
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Ngan Truong, Tahir Nisar, Dan Knox and Guru Prabhakar
The purpose of this paper is to investigate the service quality of full-service restaurants in Vietnam to explore possible factors that may impact customer perception, which…
Abstract
Purpose
The purpose of this paper is to investigate the service quality of full-service restaurants in Vietnam to explore possible factors that may impact customer perception, which subsequently influences customer satisfaction and behavioural intentions. Based on the DINESERV model and service clues, the possible dimensions to construct customer perception were realised, and four key dimensions were suggested.
Design/methodology/approach
Data were collected from four urban local full-service restaurants in Vietnam, and factor analysis and SEM-PLS were then performed to uncover the relationship between customer perception, satisfaction and behavioural intentions.
Findings
The results suggest that customer perception significantly influences customer satisfaction and behavioural intentions, and customer satisfaction itself is also found to have influence on behavioural intentions.
Originality/value
This is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.
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Dinh Toan Nguyen, Dang Ha Anh Le, Linh Giang Truong, Ngan Giang Truong and Viet Vinh Vu
The study was conducted to investigate the impact of Generation Z's perceptions of brand activism on brand loyalty through the mediating role of brand attitude and brand trust.
Abstract
Purpose
The study was conducted to investigate the impact of Generation Z's perceptions of brand activism on brand loyalty through the mediating role of brand attitude and brand trust.
Design/methodology/approach
The study first reviewed previous research and developed hypotheses related to the research objectives. Structural equation modelling (SEM) was conducted to test the hypotheses with the survey data of 1,133 individuals from Generation Z in Vietnam.
Findings
First, the findings indicated that: perceived argument quality, perceived authenticity, and perceived altruistic motives have a significant positive effect on brand attitude and brand trust. In addition, perceived self-interest motives have a significant positive effect on brand attitude. Brand trust has a significant positive effect on brand attitude. Finally, brand attitude and brand trust have a significant positive effect on brand loyalty. The study's empirical analysis carries implications for brand managers when implementing brand activism campaigns.
Originality/value
There is a paucity of research that investigates customers' perceptions of brand activism through perceived argument quality, perceived authenticity, perceived altruistic motives, and perceived self-interest motives and the influences of these on brand loyalty. The main contribution of this study is to fill this gap.
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Introduction: To facilitate the effective operation of green credit, every nation should establish a framework of green credit policies. The banking system, particularly…
Abstract
Introduction: To facilitate the effective operation of green credit, every nation should establish a framework of green credit policies. The banking system, particularly commercial banks, has implemented several regulations to encourage green credit and financial activities in general. The State Bank of Vietnam also emphasizes the development of green credit by utilizing management documents issued by the Government and the State Bank.
Purpose: The chapter focuses on statistical analysis and policy recommendations for green credit implementation in Vietnam, employing practical implications to support the development of macro-management policies that promote sustainable development.
Methodology: We use analysis methods, statistics, comparison, and synthesis of data on green credit at Vietnamese commercial banks to analyze the current situation.
Findings: Challenges arise during the execution phase due to the need for more legal documentation about management concerning risk assessment, standards, and subjects bestowed with green credit.
Practical implications: The government should build a solid legal framework with detailed guidance for all stakeholders relating to the green credit process. Commercial banks in Vietnam should develop various products and services related to green credit with attractive content to promote this kind of credit.
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CPV members will elect a 200-person Central Committee, which in turn will elect a Politburo, the party's highest-ranking body. It is widely expected that Nguyen Phu Trong will…
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DOI: 10.1108/OXAN-DB258458
ISSN: 2633-304X
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Geographic
Topical
Ngan Thi Thanh Nguyen, Phuong Van Nguyen, Demetris Vrontis and Ngan Thi Thanh Vo
This study aims to investigate the influence of knowledge application, government policy and green market orientation (GMO) on organizational sustainable performance in Vietnam…
Abstract
Purpose
This study aims to investigate the influence of knowledge application, government policy and green market orientation (GMO) on organizational sustainable performance in Vietnam, with a particular focus on the mediating role of green innovation in these relationships.
Design/methodology/approach
Data were collected from 253 Vietnamese organizations using purposive random sampling and manager-administered questionnaires. The analysis was conducted using partial least squares structural equation modeling.
Findings
The findings underscore the critical role of government policy in facilitating green innovation and enhancing the sustainable performance of organizations. While knowledge application and GMO are important drivers of green innovation, their direct impact on sustainable performance is not significant. Furthermore, the study confirms the mediating role of green innovation in bridging these relationships.
Practical implications
The study offers critical insights for policymakers and organizational leaders in emerging markets like Vietnam, demonstrating that strategic investments in knowledge application, green innovation and alignment with GMO and government policies can substantially enhance sustainable performance.
Originality/value
This research extends the resource-based view and institutional theory by identifying key determinants of sustainable organizational performance. It underscores the pivotal role of knowledge application, GMO and government policy in promoting sustainable performance through the facilitation of green innovation.
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Anh Thi Phuong Le, Puvaneswaran Kunasekaran, Neethiahnanthan Ari Ravagan, Hung Ngoc Le, Tuan Thanh Nguyen and Thang Vu Luong
One Commune One Product (OCOP) program, a rural economic development program in Vietnam, aims to empower local communities for sustainable social and economic welfare development…
Abstract
Purpose
One Commune One Product (OCOP) program, a rural economic development program in Vietnam, aims to empower local communities for sustainable social and economic welfare development, protect the environment and preserve tradition. This study aims to employ this program associated with tourism to support small family businesses in rural areas cost-effectively.
Design/methodology/approach
This study used the geographic location mapping method to design tourist routes that connect tourism resources with OCOP producers. A stakeholder approach was employed to identify suggested practical works that need to be implemented while developing this tourism initiative.
Findings
Four rural districts of Bac Giang Province, a northern province in Vietnam known as the place of various indigenous people live and traditional craft villages. Many cultural and historical tourist sites have been chosen as sample areas for this study. By using Google map, based on the Bac Giang Tourist Map and a list of recognized OCOP products in Bac Giang Province, main tourist sites (16 locations) and small family businesses (known as cooperatives and households) that have OCOP products (17 places) in the four districts have been identified. Four notable tourist routes have been formed to propose four thematic tours (two 1-day tours and two 2 days-1 night homestay tours). Suggestions for related stakeholders to ensure the sustainability of this initiative are provided.
Research limitations/implications
This study is supposed to be a model of promoting small family businesses through OCOP programs and tourism activities in a sustainable way in Vietnam. The outcome of this study is in line with the stakeholder theory emphasizing the systematic connection of various stakeholders such as employees, suppliers, local communities, government agencies and others towards complex business sustainability. The results of the study cannot conclude the small family businesses in Vietnam because it adopts geographic location mapping alone. Moreover, this study focused on OCOP programs only. Future research can use other methods of primary data collection, especially from tourists' perspectives. Data triangulation can be done to explore and verify the tourist routes that have been formed according to the four thematic tours proposed. Future research could also compare hotels managed by family businesses with non-family businesses.
Originality/value
This study is supposed to be a model of promoting small family businesses through OCOP programs and tourism activities in a sustainable way in Vietnam.
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Keywords
Vietnam's political outlook in 2015.
Details
DOI: 10.1108/OXAN-DB198010
ISSN: 2633-304X
Keywords
Geographic
Topical
Huu Minh Nguyen, Thi Hong Tran and Thi Thanh Loan Tran
“The world needs science, science needs women” is the message given by UNESCO in the program for the development of women in science” (UNESCO, 2017). In Vietnam, women’s…
Abstract
“The world needs science, science needs women” is the message given by UNESCO in the program for the development of women in science” (UNESCO, 2017). In Vietnam, women’s participation and achievements in scientific research is considered a great and important resource for industrialization and modernization. Even so, are there gender differences in scientific achievement in the social science research institutes in Vietnam? What factors influence the scientific achievement of female social researchers? The answers will be based on data from a 2017 survey with a sample of 756 researchers, of which 77.6% were female. The survey was conducted by the Vietnam Academy of Social Sciences, a leading, ministry-level national center for the social sciences in Vietnam. This chapter analyzed the scientific achievements of researchers through their position as principal investigators of research projects and their publications, and factors that may impact this. Bivariate and multivariate analyses of factors that may affect the scientific achievement of researchers found that gender differences in academic achievement in the social sciences in Vietnam was still prevalent. Female researchers’ scientific achievements were lower than those of their male counterparts. The contribution to science of Vietnamese female researchers was limited by many different factors; the most important were the academic rank of the researchers and gender stereotype that considered housework the responsibility of women.
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The-Ngan Ma, Ying-Jung Yvonne Yeh, Han-Yu Lee and Hong Van Vu
The primary purpose of this study is to analyze the effects of customer incivility on employees' negative emotions (i.e. anger, fear and sadness) considering the moderating role…
Abstract
Purpose
The primary purpose of this study is to analyze the effects of customer incivility on employees' negative emotions (i.e. anger, fear and sadness) considering the moderating role of organizational power distance.
Design/methodology/approach
A survey sample comprising 312 service employees was collected from 51 Taiwanese and Vietnamese companies spanning different industries. Given the multilevel characteristics of the data structure, hierarchical linear modeling was used to rigorously test the proposed hypotheses.
Findings
The results indicate a significant contribution of customer incivility to employees' negative emotions. Notably, this impact is more pronounced among employees in organizations characterized by low power distance compared to those in organizations with high power distance.
Originality/value
This research significantly advances our understanding of the emotional repercussions of customer incivility on employees by integrating cognitive–motivational–relational theory and organizational culture perspectives. The findings not only provide valuable theoretical insights but also offer practical implications for effectively managing employee well-being in culturally diverse contexts. The study recognizes certain limitations and puts forth suggestions for future research directions.