The Mediating Effects of Switching Costs on the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: A Study in Retail Banking Industry in Vietnam

This paper develops and empirically tests the mediating role of switching costs in service quality - loyalty and satisfaction-loyalty relationships. Especially, different types of switching costs are tested separately providing more insights into their roles. A research model about the interrelationships between service quality, customer satisfaction, switching costs and customer loyalty is developed. Based on this model, a survey is conducted with retail banking customers, with and 261valid respondents. The hypotheses are then proposed and tested using Structural equation modeling technique (SEM). The analysis reveals that: positive switching cost is a significant mediator for both service quality-loyalty and satisfaction-loyalty relationships, while negative switching cost only mediates the service quality-loyalty relationship. These findings suggest that building and managing switching costs are necessary following-up steps after customer satisfaction for achieving long-term customer loyalty

The mediating effects of switching costs on the relationship between service quality, customer satisfaction and customer loyalty: A study in retail banking industry in Vietnam

This paper develops and empirically tests the mediating role of switching costs in service quality - loyalty and satisfaction-loyalty relationships. Specially, different types of switching costs are tested separately providing more insights about their roles. This approach extended the insights on mediating effects of switching costs by differentiate the roles of positive switching costs and negative switching costs in the model. A research model about the interrelationships between service quality, customer satisfaction, switching costs and customer loyalty is developed. Based on this model, a survey is conducted with retail banking customers, with and 261 valid respondents. The hypotheses are then proposed and tested using Structural equation modeling technique (SEM). The analysis reveals that: positive switching cost is a significant mediator for both service quality-loyalty and satisfaction-loyalty relationships, while negative switching cost only mediates the service quality-loyalty relationship. These findings suggest that building and managing switching costs are necessary following-up steps after customer satisfaction for achieving long-term customer loyalty. However, using the right types of switching costs is necessary to significantly boost the loyalty from customers. © ExcelingTech Pub, UK

Allergic airway inflammation induces upregulation of the expression of IL-23R by macrophages and not in CD3 + T cells and CD11c+F4/80- dendritic cells of the lung

Interleukin 23 and the interleukin 23 receptor (IL-23-IL23R) are described as the major enhancing factors for Interleukin 17 (IL-17) in allergic airway infammation. IL-17 is considered to induce neutrophilic infammation in the lung, which is often observed in severe, steroid-resistant asthma-phenotypes. For that reason, understanding of IL-23 and IL-17 axis is very important for future therapy strategies, targeting neutrophil pathway of bronchial asthma. This study aimed to investigate the distribution and expression of IL-23R under physiological and infammatory conditions. Therefore, a house dust mite (HDM) model of allergic airway infammation was performed by treating mice with HDM intranasally. Immunofuorescence staining with panel of antibodies was performed in lung tissues to examine the macrophage, dendritic cell, and T cell subpopulations. The allergic airway infammation was quantifed by histopathological analysis, ELISA measurements, and airway function. HDM-treated mice exhibited a signifcant allergic airway infammation including higher amounts of NE+ cells in lung parenchyma. We found only a small amount of IL-23R positives, out of total CD3+T cells, and no upregulation in HDMtreated animals. In contrast, the populations of F4/80+ macrophages and CD11c+F4/80− dendritic cells (DCs) with IL-23R expression were found to be higher. But HDM treatment leads to a signifcant increase of IL-23R+ macrophages, only. IL23R was expressed by every examined macrophage subpopulation, whereas only Mϕ1 and hybrids between Mϕ1 and Mϕ2 phenotype and not Mϕ2 were found to upregulate IL-23R. Co-localization of IL-23R and IL-17 was only observed in F4/80+ macrophages, suggesting F4/80+ macrophages express IL-23R along with IL-17 in lung tissue. The study revealed that macrophages involving the IL-23 and IL-17 pathway may provide a potential interesting therapeutic target in neutrophilic bronchial asthma

Enhancing the organizational citizenship behavior for the environment: the roles of green training and organizational culture

The environmental concern has become an emerging topic in organization's human resource management strategy, especially in improving employee's environmental behavior at work Thus, the organizational citizenship behavior toward the environment (OCBE) has been currently attracting scholars in management. However, published studies contain research gaps in investigation of the relationships between both green training and organizational culture and OCBE, especially in the hotel industry. Following the social exchange and Ability-Motivation Opportunity theories, this study aims to examine the effects of two green practices on OCBE and the moderating role of green organizational culture to the effect of green training on OCBE. A quantitative approach with survey strategy is employed and conducted in 4-5 star hotels to test these relationships. The PLS-SEM and K-means Cluster Analysis techniques are applied to analyze data. The findings reveal that green training and organizational culture positively influence OCBE. Also, the effect of green training on OCBE is moderated by green organizational culture. Finally, our study provides limitations of research and further studies, and the implications for management practices concerned with improving employee's voluntary eco-behavior in the hotel industry.Internal Grant Agency of FaME TBU [IGA/FaME/2018/009

Customer Relationship Management (CRM) In Small And Medium Tourism Enterprises: A Dynamic Capabilities Perspective

Purpose – The objective of this study is to develop an integrated framework incorporating Customer Relationship Management (CRM) and Dynamic capabilities (DC) together for Tourism Small and Medium Enterprises (SMEs). Design – We reconcile theories from strategic management and marketing literatures to form an unifying framework of sources of performance differentials as the theoretical background. Successful factors for the framework including specific CRM processes, two different approaches in DC and specific business processes are defined. Methodology – The framework is tested on data collected from 111 SMEs in tourism industry in Vietnam using Partial Least Square Structural Equation Modeling (PLS SEM). Approach – This study approaches CRM processes at the customer facing level and attempts to discover its effects to performance at firm-level analysis. Findings – The results show that the interrelationships suggested by the framework are supported. Especially, the mechanisms of how CRM processes can influence the customer value and financial performance are explored. Originality of the research - The different effects of different DC approaches also suggested useful insights how to develop use them for tourism SMEs. There also has been an emerging urgency for the framework in the practice given the fact that there hasn’t been any of it in previous researches yet

Factors Influencing Cost Overruns in Construction Projects of International Contractors in Vietnam

A construction project is a designed product made up of labors, materials, and installations in the project positioned on the ground and may include the underground and ground section, and the section in water or on the water surface. It is a civil, industrial, transport, agricultural and rural development, infrastructure, or some other. A key phase in the life cycle of these construction projects is the implementation when building products are made directly with workers, equipment, materials, and managers. If there is a lack of management experience, information, and problem-solving solutions to tackle the risks faced by contractors, especially foreign ones, will fail in controlling the project’s cost. This study was conducted with investigations, discussions, and evaluation of the factors that lead to cost overruns in the construction projects of international contractors in Vietnam. The principal component analysis (PCA) showed that those factors that influence cost overruns these construction projects fall into five general groups, including factors related to (i) the owners, (ii) the foreign contractors, (iii) the subcontractors and suppliers, (iv) state management, and (v) the project itself. Besides, the study proposes solutions to limit cost overruns in construction projects and improve the profitability of international contractors in Vietnam

Spatiotemporal analysis of historical records (2001-2012) on dengue fever in Vietnam and development of a statistical model for forecasting risk

Background: Dengue fever is the most widespread infectious disease of humans transmitted by Aedes mosquitoes. It is the leading cause of hospitalization and death in children in the Southeast Asia and western Pacific regions. We analyzed surveillance records from health centers in Vietnam collected between 2001–2012 to determine seasonal trends, develop risk maps and an incidence forecasting model. Methods: The data were analyzed using a hierarchical spatial Bayesian model that approximates its posterior parameter distributions using the integrated Laplace approximation algorithm (INLA). Meteorological, altitude and land cover (LC) data were used as predictors. The data were grouped by province (n = 63) and month (n = 144) and divided into training (2001–2009) and validation (2010–2012) sets. Thirteen meteorological variables, 7 land cover data and altitude were considered as predictors. Only significant predictors were kept in the final multivariable model. Eleven dummy variables representing month were also fitted to account for seasonal effects. Spatial and temporal effects were accounted for using Besag-York-Mollie (BYM) and autoregressive (1) models. Their levels of significance were analyzed using deviance information criterion (DIC). The model was validated based on the Theil’s coefficient which compared predicted and observed incidence estimated using the validation data. Dengue incidence predictions for 2010–2012 were also used to generate risk maps. Results: The mean monthly dengue incidence during the period was 6.94 cases (SD 14.49) per 100,000 people. Analyses on the temporal trends of the disease showed regular seasonal epidemics that were interrupted every 3 years (specifically in July 2004, July 2007 and September 2010) by major fluctuations in incidence. Monthly mean minimum temperature, rainfall, area under urban settlement/build-up areas and altitude were significant in the final model. Minimum temperature and rainfall had non-linear effects and lagging them by two months provided a better fitting model compared to using unlagged variables. Forecasts for the validation period closely mirrored the observed data and accurately captured the troughs and peaks of dengue incidence trajectories. A favorable Theil’s coefficient of inequality of 0.22 was generated. Conclusions: The study identified temperature, rainfall, altitude and area under urban settlement as being significant predictors of dengue incidence. The statistical model fitted the data well based on Theil’s coefficient of inequality, and risk maps generated from its predictions identified most of the high-risk provinces throughout the country

Exploring Critical Risk Factors of Office Building Projects

Risks and uncertainty are unavoidable problems in management of projects. Therefore, project managers should not only prevent risks, but also have to respond and manage them. Risk management has become a critical interest subject in the construction industry for both practitioners and researchers. This paper presents critical risk factors of office building projects in the construction phase in Ho Chi Minh City, Vietnam. Data was collected through a questionnaire survey based on the likelihood and consequence level of risk factors. These factors fell into five groups: (i) financial risk factors; (ii) management risk factors; (iii) schedule risk factors; (iv) construction risk factors; and (v) environment risk factors. The research results showed that critical factors affecting office building projects are natural (i.e., prolonged rain, storms, climate effects) and human-made issues (i.e., soil instability, safety behaviors, owner’s design change) and the schedule-related risk factors contributed to the most significant risks for office buildings projects in the construction phase in Ho Chi Minh City. They give construction management and project management practitioners a new perspective on risks and risk management of office buildings projects in Ho Chi Minh City and are proactive in the awareness, response, and management of risk factors comprehensively

Customer Relationship Management (CRM) in small and medium tourism enterprises: A dynamic capabilities perspective

Purpose – The objective of this study is to develop an integrated framework incorporating Customer Relationship Management (CRM) and Dynamic capabilities (DC) together for Tourism Small and Medium Enterprises (SMEs). Design – We reconcile theories from strategic management and marketing literatures to form an unifying framework of sources of performance differentials as the theoretical background. Successful factors for the framework including specific CRM processes, two different approaches in DC and specific business processes are defined. Methodology – The framework is tested on data collected from 111 SMEs in tourism industry in Vietnam using Partial Least Square Structural Equation Modeling (PLS-SEM). Approach – This study approaches CRM processes at the customer facing level and attempts to discover its effects to performance at firm-level analysis. Findings – The results show that the interrelationships suggested by the framework are supported. Especially, the mechanisms of how CRM processes can influence the customer value and financial performance are explored. Originality of the research - The different effects of different DC approaches also suggested useful insights how to develop use them for tourism SMEs. There also has been an emerging urgency for the framework in the practice given the fact that there hasn’t been any of it in previous researches yet. © 2018 University of Rijeka. All rights reserved.Internal Grant Agency of Faculty of Management and Economics, Tomas Bata University in Zlin [IGA/FaME/2016/020

Enhancing the organizational citizenship behavior for the environment: the roles of green training and organizational culture

The environmental concern has become an emerging topic in organization’s human resource management strategy, especially in improving employee’s environmental behavior at work. Thus, the organizational citizenship behavior toward the environment (OCBE) has been currently attracting scholars in management. However, published studies contain research gaps in investigation of the relationships between both green training and organizational culture and OCBE, especially in the hotel industry. Following the social exchange and Ability-Motivation-Opportunity theories, this study aims to examine the effects of two green practices on OCBE and the moderating role of green organizational culture to the effect of green training on OCBE. A quantitative approach with survey strategy is employed and conducted in 4-5 star hotels to test these relationships. The PLS-SEM and K-means Cluster Analysis techniques are applied to analyze data. The findings reveal that green training and organizational culture positively influence OCBE. Also, the effect of green training on OCBE is moderated by green organizational culture. Finally, our study provides limitations of research and further studies, and the implications for management practices concerned with improving employee’s voluntary eco-behavior in the hotel industry