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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.

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

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.

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.

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.

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.

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”.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

The purpose of this study is to examine the association between related party transactions (RPTs) in terms of sales and purchases and earnings management (EM).

The authors use the estimation method of system generalized method of moments (Sys-GMM) on a sample of 413 non-financial firms in Vietnam in the period from 2015 to 2019, totaling 1,638 firm-year observations. Multiple proxies for RPTs and EM are used to provide a comprehensive assessment of the relationship between the two factors.

There is a positive association between RPTs and EM, suggesting that both types of RPTs could reduce financial reporting quality and allow firms to be more engaged in earnings manipulation.

There are a number of studies investigating the above link, but they tend to use aggregate values (the sum of both sales and purchases with related parties) or just either accruals-based earnings or real EM. This study is the first to extend the literature on the relationship between RPTs and EM by examining both sales-based and purchases-based RPTs on both real and accruals-based earnings manipulation. This approach helps uncover the differences in the effect of the two types of RPTs on both types of upward EM.

“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.