This research aims to explore the role of service encounter behaviors and customers’ participation in the interaction process to co-create value, leading to customer satisfaction. A model is developed and tested in the health care context. Based on the data of 320 paired patient–physician cases, the analysis reveals that physician’s interactions are critical customer-oriented behaviors, which directly affect customer value. More importantly, it plays a key role in activating the customer participation in a service creation. From the customer view, although actively engaging in a service requires more resources, it is worthy because it creates much more value-in-use.
Utilizing the approach of constructing indicators treated as representatives for degree of financial development at provincial level of Vietnam over the 2002–2012 period along with Generalized Method of Moments (GMM),
this study inspects the nexus between financial development and income inequality. To a certain extent the empirical findings present evidence to show that financial market expansion in Vietnam widens income inequality, through which some policy recommendations are provided with regard to reducing the inequality of income distribution across the society.
This study investigates the impact of monetary policy on liquidity of Vietnam’s stock market from September 2007 to November 2014. Time series of liquidity are determined by monthly liquidity data for 643 enterprises in the surveyed period. Two variables of the monetary policy, including growth in money supply and interbank rate, are employed in VAR model along with four different measures of market liquidity. The results show that unexpected variance in the two monetary policy variables has no significant impact on the market liquidity, which, in turn, may be improved by the positive shocks of market returns, inflation, and growth in industrial production. Market variance does produce certain effects, but discrepancies occur in the signs of various liquidity measures.
Employing a panel data set including 37 joint-stock commercial banks covering the period from 2006 to 2013, this paper investigates the impact of income diversification on bank risk and returns. Our results show that increased income diversification results in higher rates of bank returns. However, when risk is considered, the increased income diversification leads to lower risk-adjusted returns. Empirical evidence also shows that the income diversification is not beneficial to joint-stock commercial banks in Vietnam.
The current research investigates the effects of consumers’ perception (i.e. perceived usefulness, perceived convenience, and perceived security and privacy) of self-service banking technologies (SSBTs) on customer satisfaction, which in turn affects their affective and instrumental commitment toward banks. Based on the data collected from 176 domestic bank customers and 130 foreign bank customers in Vietnam, the current research examines and compares the proposed relationships across domestic and foreign banks. Its results indicate that, for the overall sample, perceived usefulness, perceived convenience, and perceived security and privacy of SSBTs positively affect customer satisfaction, which incidentally significantly increases customers’ affective and instrumental commitment. However, perceived usefulness of SSBTs is not an important driver of customer satisfaction with domestic banks. Also, in the case of foreign banks, perceived convenience of SSBTs does not influence customers’ satisfaction, and customers’ instrumental commitment toward foreign banks is not affected by customers’ satisfaction. Based on the research findings, this study provides some suggestions and recommendation for both domestic and foreign banking practitioners and policy makers in Vietnam.
This study investigates contextual and behavioral factors affecting the use of costing systems toward managerial performance among Vietnam’s public hospitals. The PLS-SEM results based on survey data from 262 mid-level managers from various departments indicate that top management support, decentralization of decision making, perceived technical validity, and perceived environmental uncertainty are important drivers of the use of costing systems, which in turn enhances task performance. The findings suggest that Vietnamese public hospitals should not underestimate the contextual and behavioral factors involved in facilitating the functioning of costing systems toward better performance outcomes. This study adds to limited research on behavioral accounting in Vietnamese public hospitals.
In this article we examine the role of potential factors influencing the choice of payment method in takeover transactions of Malaysian acquirers. We document that the financial leverage, the size of acquiring firms, the relative size of the transactions to acquiring firms, and the high technology status of the targets are key determinants to explain the methods of payment in their transactions. Moreover, the acquirers are found to be able to use equity to finance their foreign M&A transactions during the credit constraint periods.
In this paper we use a dynamic panel data model (system GMM estimator) to analyze bank-specific and macroeconomic determinants of bank risk as measured by the Z-score of 70 listed commercial banks operating in six Southeast Asian countries over the period from 2005 to 2013. Our results indicate that asset structure, capitalization, size, and the stock market development are negatively and significantly related to bank risk, which is, in turn, positively related to efficiency, revenue diversification, and the banking system development.