"Pardonner ou se venger ?" : le rôle de l'affectif dans le processus psychologique de vengeance du client

La vengeance du client devient actuellement un phénomène prépondérant dans nos sociétés (Grégoire et al., 2010). Un client insatisfait pourrait, sans surprise, punir l’entreprise via des actions de vengeance. Or, il n’est guère attendu qu’un client fidèle s’engage également dans ce type d’action alors qu’il entretient une bonne relation avec la marque. Ce travail doctoral propose d’étudier le processus psychologique de la vengeance du client, notamment de ceux ayant une bonne relation avec l’entreprise. Pour ce faire, l’état de l’art sur la vengeance du client complétée par une étude qualitative exploratoire triangulaire a permis de souligner l’importance des éléments affectifs dans ce processus. Ainsi, trois typologies ont été proposées à l’issue des résultats qualitatifs : (1) L’Iceberg des Crises Perçues identifie les crises de marque comme nouveau contexte déclencheur de la vengeance ; (2) Le Triangle Emotionnel du Client d’Inter-Rôle révèle deux familles d’émotions négatives ainsi que les rôles « victime vs. coupable » du client-vengeur dans ce processus ; (3) La typologie des actions de vengeance considère divers points de vue des acteurs dans sa classification. Au cours de la seconde étude, une expérimentation a été réalisée en manipulant trois facteurs : la relation affective marque-client, les émotions négatives et la gravité perçue de la crise (n=1296). Ceci a permis d’éclairer le « conflit affectif » au sein du mécanisme psychologique de vengeance du client. L’effet « l’amour pardonne tout » de la relation affective marque-client émerge seulement lorsque la crise est perçue comme étant de faible gravité. En revanche, lors d’une crise provoquant de graves conséquences et notamment lorsque le client n’est pas l’utilisateur final du produit, apparaît l'effet « l'amour devient la haine ». Plus spécifiquement, le client ayant une bonne relation avec l’entreprise est plus enclin à se venger de celle-ci. Les résultats soulignent également les effets contradictoires des émotions négatives, notamment la culpabilité et la tristesse, dans la décision de l’individu de se venger.Customer revenge has become a major phenomenon in our societies (Grégoire et al., 2010). Unsurprisingly, a dissatisfied customer can punish a company through actions of revenge. However, due to their good relationship with the brand, loyal customers are not expected to be amongst those seeking revenge. This doctoral dissertation aims at studying the psychological process of customer revenge with a focus on those who have a good relationship with the brand. Through a review of the literature on customer revenge and an exploratory qualitative study, this dissertation highlights the importance of the emotional factors in this process. Three typologies have been proposed: (1) The Iceberg of Perceived Crisis identifies brand-crisis as a new trigger of customer revenge; (2) The Triangle of Emotions of the Customer Avenger reveals two families of negative emotions and the « victim vs. perpetrator » roles of the customer avenger; (3) The third typology of actions of revenge includes the point of view of the different parties involved. In the second study an experiment has been performed by manipulating three factors: the brandcustomer emotional relationship, the negative emotions and the perceived severity of the crisis (n = 1296). The findings help to clarify the « emotional conflict » within the psychological mechanism of customer revenge. The « love is blind» effect of the customer’s emotional relationship is only present when the crisis is perceived as being of little importance. However, when a crisis causes serious consequences, particularly when the customer is not the final user of the product, the « love-becomes-hate » effect appears. Thus, a customer who has a good relationship with the brand is more inclined to seek revenge. The results of the experiment also highlight the conflicting effects of negative emotions, especially of sadness and guilt in the customer’s decision to take revenge

低炭素および高炭素鋼の疲労き裂進展メカニズムに影響を及ぼす微視組織因子

国立大学法人長岡技術科学大

International Networking for Wellspring International Bilingual School Saigon

This thesis gave an overview of networking phenomenon and focused on building proposal for networking practices for the commissioner – Wellspring International Bilingual School Saigon. As international networking becomes more and more important to the development of business and education in the globalization era, Wellspring Saigon also recognized the need to international network with other education organisations and schools around the world. These future partnerships were expected to bring countless advantages to the school regarding the improvement of education programs, teachers quality and students performance. After the theory and practices of networking were studied, the final aim of the thesis was the proposal for international networking. The proposal will be used to solve current issues of decision making and suggest immediate practical applications for Wellspring Saigon. Because of the nature of the topic, qualitative method was used to provide in depth understanding of the networking phenomenon. Data collected through participant observation of the researcher during her training at Wellspring Saigon and in-depth interview with professionals and employees of Kymenlaakso University of Applied Sciences, Wellspring Saigon and Wellspring Hanoi

The Effects of Technology-Assisted Listening Practice on Moodle on English-Majored Freshmen’s Motivation for Learning Listening at a University in The Mekong Delta

Purpose: This study was to investigate the effects of technology-assisted listening practice on MOODLE on English-majored freshmen's motivation for learning English listening at a university in the Mekong Delta. Approach/Methodology/Design: Two groups of sixty-four mixed-gender freshmen majoring in English language studies participated in this quasi-experimental study. To collect data, a pre-questionnaire, a post-questionnaire, and interviews were employed. Findings: The findings indicated that technology-assisted listening practice on MOODLE improved English-majored freshmen's listening motivation in specific areas for learning listening; however, this was a variance development. Practical Implications: This study was aimed to help language teachers and students benefit from technology-assisted listening teaching and learning. Originality/value: This study innovates by applying the MOODLE system to increase students’ listening motivation at a university in the Mekong Delta

Assessment and Simulation of Impacts of Climate Change on Erosion and Water Flow by Using the Soil and Water Assessment Tool and GIS: Case Study in Upper Cau River basin in Vietnam

The Upper Cau river basin which plays an important role in socio-economic developments the North of Vietnam is sensitive to changes of climate influencing flows, erosion, and water resources. The main objective of this study is to assess and simulate impacts of climate change on erosion and water flow in the basin. Using a GIS database and Soil and Water Assessment Tool (SWAT) model, the water flow and soil loss were assessed with data in period 1980-1999 called the based period, then simulated until 2100 considering the medium emission scenario (B2). The simulation result showed that the total annual runoff and soil loss tends to increase compared to the base period. For flow, the change rate of the simulation period is higher than the base period; the water flow rate will increase by 0.22% (2020-2039) and up to 1.37% (2080-2100). The total annual soil loss of the simulation period at Gia Bay station tends to increase steadily compared to the baseline, namely by 6.2% (2020-2039) and 25.5% (2080-2100). Overall, the result in this study shows that effects of climate changes on the basin are severe enough under the scenario B2 which is useful for authorities for basin management.ReferencesAli R., McFarlane D., Varma S., Dawes W., Emelyanova I., Hodgson G., Charles S., 2012. Potential climate change impacts on groundwater resources of south-western Australia. Journal of Hydrology, 475, 456-472. doi: http://dx.doi.org/10.1016/j.jhydrol.2012.04.043 Arnell N. W., 2004. Climate change and global water resources: SRES emissions and socio-economic scenarios. Global Environmental Change, 14(1), 31- 52. doi:10.1016/j.gloenvcha.2003.10.006 Arnold J. G., Fohrer N., 2005. SWAT2000: Current capabilities and research opportunities in applied watershed modeling. Hydrol. Proc., 19(3), 563-572. 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The Impact of Job Satisfaction on Job Performance of Tax Officials: An Empirical Study in Vietnam

Purpose: The level of employee satisfaction with the use of e-tax systems is a major factor influencing the success of such systems. While studies typically focus on taxpayers' perspectives, this research investigates the influence of perceived ease of use, IT background, incentives, and social influence on tax officials’ job performance, mediated by tax officials’ job satisfaction.   Theoretical framework: The research is based on the Theory of Planned Behavior (TPB) and Technology Acceptance Model (TAM) to propose the research model which analyze the impact of job satisfaction on job performance.    Design/Methodology/Approach: A quantitative approach was adopted, involving surveys administered to tax officials in Vietnam. The study analyzed 250 valid responses using Cronbach's test, Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Structural Equation Modeling (SEM).   Findings: The research revealed that all four factors significantly influence job performance through job satisfaction of tax officials in Vietnam. These findings provide valuable insights for tax authorities to improve job performance.   Research, Practical & Social implications: The research results contribute to other countries with similar characteristics in devising strategies to enhance employee performance. However, its limitations include its generalizability to other e-tax systems and countries. Future research with a larger sample size could bolster the applicability of these findings nationally.   Originality/Value: The research suggests tax authorities to support tax officials improve their professional skills; improve the regulations, policies on salary and bonus for tax officials; assist tax officials in using the e-tax system; implement effective communication

Identity Representation in Customization. A Case of Nike Shoes

Customization has been well-studied in perspective of manufacturers in the context of developed countries, however, not well-explored in developing countries like Vietnam. The present research was conducted to address customization as a value creator, associated withthe particularcase of Nike's shoes, for consumers in Vietnam. Based on prior studies, a model was built to examine customization through the meaning of customized products. This research aims to determineimportantfactors influencing the product meaning that young consumers use to evaluate Nike's products. Following a survey-based quantitative approach, Partial Least Square-Structural Equation Model (PLS-SEM) was used to analyze 227 participants, who have used Nike's products. The findings showed that personal identity-based motivation, social identity-based motivation, need for uniqueness, andaestheticimpressions wereimportantpredictors of customized Nike's shoes meaning, which influences consumer evaluation of the products

Factors Affecting Intention to Purchase Voluntary Pension Insurance in Vietnam

The research was carried out with the aim to identify factors affecting the intention to purchase voluntary pension insurance in Vietnam. With data collected from 334 subjects across the country, mainly in Hanoi, the results showed that attitude towards risk, subjective norms, percieved behavioral control, past experiences and corporate branding have positive influences on the central factor, which is intent. After quantitative analysis, the study proposes recommendations for businesses to improve their services as well as methods of distribution to meet the needs of potential customers to save in pension funds. Additionally, the study will provide the basis for regulators to come up with measures to promote the retirement insurance market and at the same time, raise public awareness about social security. Keywords: voluntary pension insurances, pension funds, puchase intention, TPB, annuity. DOI: 10.7176/EJBM/13-10-06 Publication date:May 31st 2021

Screening yeast strains for alcohol fermentation from the dried traditional yeast

Methods to produce rice alcohol by dried traditional yeast are unstable because the yeast system in dried traditional yeast has depended on nature and not been controlled. In this study, a total of 15 different kinds of dried traditional yeast were prepared and screened. Each yeast strain was evaluated by analyzing its fermentation property and alcohol tolerance. There are 19 yeast strains were isolated and their growth conditions and ethanol producing properties were examined. Results showed that three strains S1, BT, BL3 grew and produced ethanol at temperature 28-30oC, and pH 5-5.5. Especially, high concentration ethanol tolerance ability of the three strains was at 8-18%. Our results showed that these strains were valuable microorganisms and could be utilized as a basis for further study of dried traditional yeast in traditional alcoholic beverages

Two decades of studies on learning management system in higher education: A bibliometric analysis with Scopus database 2000-2020

Over the past twenty years, using learning management systems in higher education has attracted increasing interest from researchers around the globe. In this context, the current study aimed to explore the volume, growth trajectory, and geographic distribution of learning management systems in higher education literature, along with identifying impactful authors, sources, and publications, and highlight emerging research issues. The authors conducted bibliometric analysis on 1334 documents, related to the use of learning management systems in the context of higher education, extracted from Scopus database. The findings show a rapidly growing knowledge base on learning management systems in higher education, especially intensely in the years 2015-2020 and primarily from research in developed societies. This flourishing is consistent with the development trend of international education and the strong development of technology. In addition, the core literature was identified based on the volume of publications and citations. The results also reveal the emerging intellectual structure of the field and provide points of reference for scholars studying the discipline. This paper offers a knowledge map for future research assessments of learning management systems in higher education