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Article
Publication date: 9 October 2023

Hong Quan Nguyen, Quynh Huong Nguyen, Phuong Thao Tran, Ngoc Linh Trinh and Quynh Trang Nguyen

The aim of this empirical study is to investigate an integrated model that captures the way service quality of banking kiosks (BK-SQ) exerts its impacts on customer perceived…

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Abstract

Purpose

The aim of this empirical study is to investigate an integrated model that captures the way service quality of banking kiosks (BK-SQ) exerts its impacts on customer perceived value and customer satisfaction and the moderating mechanism of technology readiness (TR) in the quality–satisfaction relationship in the banking sector in Vietnam.

Design/methodology/approach

An offline survey was conducted to obtain responses from 604 users of banking kiosks in Vietnam. Exploratory factor analysis, confirmatory factor analysis and structural equation modeling were used for data analysis. The moderating effect of TR was examined following the product indicator method.

Findings

The results validate significant positive correlations between BK-SQ, customer perceived value and customer satisfaction. Among six service quality dimensions, convenience is the most significant factor in predicting perceived service quality. The study also delineates how TR can moderate the link between service quality and customer satisfaction.

Research limitations/implications

Future studies may make further attempts to incorporate other human and demographic factors as a moderator into the research model.

Practical implications

Bank managers should strive to improve the operations of banking kiosks based on six aspects and increase TR levels of customers to boost customer satisfaction with banking kiosks.

Originality/value

The study contributes to the literature on service quality and self-service technologies (SSTs) by offering critical insights into how banks can make use of influence mechanisms in the model to enhance service quality and customer satisfaction.

Details

International Journal of Quality and Service Sciences, vol. 15 no. 3/4
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 30 December 2019

Quynh-Trang Nguyen, Ming-Yen Lee and Yi-Chung Hu

This study aims to concentrate on a specific perspective that has mostly been ignored: employees in social enterprises (SEs). It proposes that employees in SEs should be treated…

548

Abstract

Purpose

This study aims to concentrate on a specific perspective that has mostly been ignored: employees in social enterprises (SEs). It proposes that employees in SEs should be treated with equal importance to outside beneficiaries within the SEs’ value-creating mission.

Design/methodology/approach

A multiple case study approach is adopted, and semi-structured interviews are the primary means of data collection.

Findings

The results show that while economic values are fundamental for the employment relationship, social values play the leading role in employees’ motivation; thus, they can significantly affect the organization’s operation and development.

Research limitations/implications

This work contributes to Maslow’s need theory and psychological contract theory regarding their application to SEs. Practical lessons and suggestions are also provided for SEs’ development.

Originality/value

By emphasizing the value-creating mission of SEs with the new perspective of including employees in it, this work provides empirical evidence and practical lessons for SEs, especially Asian SEs, in terms of management and strategy.

Details

Social Enterprise Journal, vol. 16 no. 1
Type: Research Article
ISSN: 1750-8614

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Article
Publication date: 5 May 2015

Thi Quynh Trang Nguyen

– The purpose of this paper is to provide a view of gender discrimination in Vietnam via the lens of thê diên – the Vietnamese face concept.

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Abstract

Purpose

The purpose of this paper is to provide a view of gender discrimination in Vietnam via the lens of thê diên – the Vietnamese face concept.

Design/methodology/approach

The paper reports on results of a PhD exploratory study of the Vietnamese face concept thê diên. Semi-structured indepth interviews were conducted with 15 Vietnamese college teachers about the notion of thê diên in relation with several areas including gender.

Findings

There are two ways in which gender discrimination is reflected in the participants’ perceptions of thê diên. First, there is discrimination in terms of the different language used for men and women in terms of face. Second, there are different social expectations for men and women in terms of thê diên. Specifically, in order to maintain thê diên, men are expected to prove themselves as sources of the family income and social status. Meanwhile, women are only supposed to maintain their men’s face.

Originality/value

While the gender situation in Vietnam has been examined via various social, economical, and political perspectives, it has never been filtered through the lens of face, a cultural concept that deeply reflects living and behaving principles of a cultural community in a certain time.

Details

Qualitative Research Journal, vol. 15 no. 2
Type: Research Article
ISSN: 1443-9883

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Article
Publication date: 2 February 2015

Thi Quynh Trang Nguyen

The purpose of this paper is to discuss several cultural and psychological aspects that the author experienced in the interview fieldwork with Vietnamese and the strategies to…

3815

Abstract

Purpose

The purpose of this paper is to discuss several cultural and psychological aspects that the author experienced in the interview fieldwork with Vietnamese and the strategies to deal with these methodological issues. It aims to assist non-Vietnamese researchers planning their qualitative fieldwork with Vietnamese participants.

Design/methodology/approach

The results are drawn from using an autoethnographic approach, in which the author presents and analyses the experiences of conducting individual semi-structured interviews with 15 Vietnamese college teachers in the PhD qualitative study on the Vietnamese concept of facethê diên.

Findings

The author argues that in interviews with Vietnamese participants, an interviewer should be mindful of the interviewees’ unfamiliarity with the ethics approval procedure, their reliance on relationship and trust, their self-face concern and low level of elaboration. It is important that the interviewer be seen as an “insider” by the Vietnamese interviewees, not an “objective” outsider researcher. In addition, an interviewer needs to be sensitive to detect any subtle cues that may emerge, and be flexible enough to adjust the interview questions if necessary and employ suitable techniques to adapt to these changes.

Research limitations/implications

The findings were limited to the scope of experiences within a PhD study with a small group of college teachers. Experiences with larger groups of Vietnamese participants from diverse backgrounds may be needed to confirm the findings of this paper.

Originality/value

This paper addresses the gap in the discussion of conducting qualitative research with the Vietnamese. It also discusses several issues that have not been discussed before, such as the Vietnamese unfamiliarity with the paperwork required for ethics approval and their face concerns in interviews.

Details

Qualitative Research Journal, vol. 15 no. 1
Type: Research Article
ISSN: 1443-9883

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Book part
Publication date: 4 December 2024

Sofia Almeida and João Domingues

This research explores the paradigm of coopetition and the different theories that contribute to its evolution. The variation of cooperation and competition in a relationship…

Abstract

This research explores the paradigm of coopetition and the different theories that contribute to its evolution. The variation of cooperation and competition in a relationship depends on the resource flows identified in the literature. However, this research focusses on coopetition behaviours in the business world. Coopetition, simultaneous collaboration, and competition between firms, has emerged as a pivotal factor influencing organisational success in today's dynamic business environment. Based on game theory, the different types of competitive relationships between adversaries will also be presented in this chapter, where the interdependencies between the players and their choices to co-operate or compete are explored. Another perspective presented is how companies use game theory to achieve gains in both zero-sum and non-zero-sum games by changing the players, the perceptions of risk, the associated returns, and the rules and scope of the game. This chapter also will show the prisoner's dilemma applied to business practices. Finally, we present the ‘tit-for-tat’ theory of strategy. The conclusion underscores the need for organisations to navigate a delicate balance between collaboration and competition to thrive in a complex and interconnected tourism global marketplace.

Details

Value Proposition to Tourism Coopetition
Type: Book
ISBN: 978-1-83797-827-4

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Article
Publication date: 5 October 2023

Diem-Trang Vo, Nguyen Quynh Mai, Long TV Nguyen, Nguyen Hoang Thuan, Duy Dang-Pham and Ai-Phuong Hoang

The role of customers has moved from reactive to proactive, and they require more control over digital touchpoints. The quest for authenticity is their response to the dark side…

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Abstract

Purpose

The role of customers has moved from reactive to proactive, and they require more control over digital touchpoints. The quest for authenticity is their response to the dark side of interactive marketing – forms of faking, manipulation and exploitation. Authenticity becomes a key topic in interactive marketing as it reflects how customers assess digital touchpoints. However, there is a lack of comprehensive knowledge of authenticity in the interactive environment.

Design/methodology/approach

This article consolidates the authenticity studies in various digital touchpoints using the entity-referent correspondence framework. This research employs bibliometric analysis and thematic analysis of 103 articles in the last 15 years.

Findings

Five research clusters are identified: (1) human, (2) brand-generated content, (3) user-generated content, (4) branded platforms and (5) new technologies-based touchpoints (artificial intelligence, augmented reality and virtual reality). Most interactive marketing studies focus on human and content authenticity, and new technologies-based touchpoints lack comprehensive conceptualization. The review synthesizes the types of authenticity used in each touchpoint and highlights the importance of true-to-creator-self and true-to-customer-self in customer evaluation. We further propose a research framework with four antecedent groups and outcomes.

Practical implications

Our research supports managers by highlighting the type of authenticity prioritized in each touchpoint's development.

Originality/value

To answer the call from interactive marketing researchers, this research highlights the distinct definitions of authenticity at various digital touchpoints rather than looking at the overall brand. Trends, gaps and future research agenda of the authenticity concept in technology adoption and customer behavior are discussed.

Details

Journal of Research in Interactive Marketing, vol. 18 no. 3
Type: Research Article
ISSN: 2040-7122

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Article
Publication date: 2 August 2024

Quynh Nguyen, Aaron Yankholmes, Adele Ladkin and Hanaa Osman

This study aims to investigate Vietnamese hotel workers’ use of national stereotypes in cross-cultural service encounters. The study extends the existing knowledge on service…

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Abstract

Purpose

This study aims to investigate Vietnamese hotel workers’ use of national stereotypes in cross-cultural service encounters. The study extends the existing knowledge on service failures and recovery attempts by illustrating how national stereotypes could inform these decisions through the lens of the script theory.

Design/methodology/approach

In this qualitative study, 34 service providers were interviewed about their experience in dealing with guests from different countries in Vietnamese hotels.

Findings

Service providers categorised guests based on their countries of origin to predict their behaviour prior to guest arrivals. When the guest’s behaviour matches the expectations, the service encounters went smoothly by following existing scripts. If there is a discrepancy between the guest behaviours and expectations, it could lead to service failure and the need for new scripts. Appropriate interventions in this process could turn anecdotes into accumulated understanding of guest behaviour for better service and guest experience as a new application of national stereotypes.

Originality/value

This study advances cross-cultural service encounter research by integrating national stereotypes and script theory. It sheds new light on how national stereotypes could inform service delivery and recovery attempts in service organisations.

目的

本研究旨在调查越南酒店员工在跨文化服务遭遇中使用民族刻板印象的情况。研究通过脚本理论的视角阐释了国家的刻板印象如何为这些决定提供信息, 扩展了现有的服务失败和恢复尝试的知识。

设计/方法

在这项定性研究中, 采访了34家服务提供商, 了解他们在越南酒店与来自不同国家的客人打交道的经历。

调查结果

服务提供商根据客人的原籍国对他们进行分类, 以预测他们在客人抵达前的行为。当客人的行为符合预期时, 通过遵循现有脚本, 服务接触会顺利进行。如果客人的行为和期望之间存在差异, 可能会导致服务失败, 并需要新的脚本。作为国家刻板印象的新应用, 在这一过程中进行适当的干预可以将轶事转化为对客人行为的累积理解, 以提供更好的服务和客人体验。

独创性/价值

本研究通过整合民族刻板印象和脚本理论, 推进跨文化服务遭遇研究。它揭示了在服务组织中, 国家的刻板印象如何影响服务提供和恢复尝试。

Objetivo

Este estudio tiene como objetivo investigar el uso de los estereotipos nacionales por parte de los trabajadores hoteleros vietnamitas en el encuentro intercultural de servicios. El estudio amplía el conocimiento existente sobre los fallos en el servicio y los intentos de recuperación al ilustrar cómo los estereotipos nacionales podrían influir en estas decisiones a través de la teoría del guion.

Diseño/metodología/enfoque

En este estudio cualitativo, se entrevistó a 34 proveedores de servicios sobre su experiencia en el trato con huéspedes de diferentes países en hoteles vietnamitas.

Resultados

Los proveedores de servicios clasificaron a los huéspedes en función de sus países de origen para predecir su comportamiento antes de su llegada. Cuando el comportamiento de los huéspedes coincide con las expectativas, los encuentros con el servicio se desarrollaron sin problemas siguiendo los guiones existentes. Si hay una discrepancia entre los comportamientos y las expectativas de los huéspedes, podría provocar un fallo en el servicio y la necesidad de nuevos guiones. Las intervenciones consideradas apropiadas en este proceso podrían convertir las anécdotas en una comprensión acumulada del comportamiento de los huéspedes, lo cual mejoraría el servicio y la experiencia de los huéspedes como una nueva aplicación de los estereotipos nacionales.

Originalidad/valor

Este estudio avanza en la investigación de encuentros de servicio interculturales mediante la integración de estereotipos nacionales y la teoría del guion. Además, arroja nueva luz sobre cómo los estereotipos nacionales podrían influenciar la prestación de servicios y los intentos de recuperación en las organizaciones de servicios.

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Article
Publication date: 15 July 2021

Bao Trang Thi Nguyen, Stephen H. Moore and Vu Quynh Nhu Nguyen

This study focuses on Vietnamese international students who returned from their overseas doctoral education to home universities in Vietnam (henceforth Vietnamese overseas-trained…

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Abstract

Purpose

This study focuses on Vietnamese international students who returned from their overseas doctoral education to home universities in Vietnam (henceforth Vietnamese overseas-trained returnees). The purpose is to explore the experience of these returnees “doing research” (i.e. being research active) when resuming a lecturing role at a Vietnamese regional university. In the context of research now receiving heightened attention in both the wider global higher education (HE) discourse and the Vietnamese HE sector, this study is timely and provides valuable insights.

Design/methodology/approach

In total, 76 Vietnamese overseas-trained returnees from varied disciplinary backgrounds completed a questionnaire on their research motivation and their perceived constraints doing research. Eighteen subsequently took part in semi-structured interviews. The study draws on the notion of human agency from the sociocultural perspective to understand the coping strategies of the Vietnamese overseas-educated returnees in response to the challenges they encountered.

Findings

The results show that the returnees' motivations to conduct research varied, fuelled by passion, but constrained by multiple factors. Time constraints, heavy teaching loads, familial roles and lack of specialized equipment are key inhibiting factors in re-engaging in research for these returnees. Addressing them necessitated a great deal of readaptation, renegotiation and agentive resilience on the part of the returnees in employing different coping strategies to pursue research.

Practical implications

The paper argues for a subtle understanding of the returnees' experience of re-engaging in research that is both complex and contextual. Implications are drawn for research development in the regional Vietnamese HE context and perhaps in other similar settings.

Originality/value

There is little empirical knowledge about how Vietnamese returned graduates – university lecturers – continue doing research after their return. Also underexplored in global discourse is research on foreign-educated returnees doing research, while they are an important source of human resources. The present study, therefore, fills these research gaps.

Details

International Journal of Comparative Education and Development, vol. 23 no. 3
Type: Research Article
ISSN: 2396-7404

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Article
Publication date: 16 January 2017

Ngoc Quynh Anh Nguyen and Thi Ngoc Trang Nguyen

The purpose of this paper is to present the method for efficient computation of risk measures using Fourier transform technique. Another objective is to demonstrate that this…

500

Abstract

Purpose

The purpose of this paper is to present the method for efficient computation of risk measures using Fourier transform technique. Another objective is to demonstrate that this technique enables an efficient computation of risk measures beyond value-at-risk and expected shortfall. Finally, this paper highlights the importance of validating assumptions behind the risk model and describes its application in the affine model framework.

Design/methodology/approach

The method proposed is based on Fourier transform methods for computing risk measures. The authors obtain the loss distribution by fitting a cubic spline through the points where Fourier inversion of the characteristic function is applied. From the loss distribution, the authors calculate value-at-risk and expected shortfall. As for the calculation of the entropic value-at-risk, it involves the moment generating function which is closely related to the characteristic function. The expectile risk measure is calculated based on call and put option prices which are available in a semi-closed form by Fourier inversion of the characteristic function. We also consider mean loss, standard deviation and semivariance which are calculated in a similar manner.

Findings

The study offers practical insights into the efficient computation of risk measures as well as validation of the risk models. It also provides a detailed description of algorithms to compute each of the risk measures considered. While the main focus of the paper is on portfolio-level risk metrics, all algorithms are also applicable to single instruments.

Practical implications

The algorithms presented in this paper require little computational effort which makes them very suitable for real-world applications. In addition, the mathematical setup adopted in this paper provides a natural framework for risk model validation which makes the approach presented in this paper particularly appealing in practice.

Originality/value

This is the first study to consider the computation of entropic value-at-risk, semivariance as well as expectile risk measure using Fourier transform method.

Details

The Journal of Risk Finance, vol. 18 no. 1
Type: Research Article
ISSN: 1526-5943

Keywords

Available. Open Access. Open Access
Book part
Publication date: 1 December 2022

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.

Details

Diversity and Discrimination in Research Organizations
Type: Book
ISBN: 978-1-80117-959-1

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