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Customer incivility is a crucial issue that has multiple negative effects on organizations, especially in the hospitality industry. This study identified the antecedents of customer incivility and investigated its outcomes on frontline employees (FLEs) in the emerging market of Vietnam.

This study used a quantitative methodology featuring interviews with 476 FLEs who frequently experienced customer incivility in Vietnamese restaurants and hotels. The data were analyzed using structural equation modeling.

The findings demonstrated four antecedents of customer incivility (training/knowledge, FLE incivility, service orientation, and environment) and three outcomes (revenge motivation, service sabotage, and turnover intention), as well as the mediating role of revenge motivation.

Managers can establish and upgrade training lessons with different syllabi for numerous FLE groups to improve staff perceptions and enhance the organization’s service orientation and environment, which can support the minimization of revenge motivation, service sabotage, and turnover intention among frontline staff members.

This study highlights how impactful customer incivility is and how to eliminate it by clarifying its origins and effects in Vietnamese hotel and restaurant organizations.

Customer incivility is a key phenomenon with various harmful consequences for businesses, particularly in the food and beverage industry. This study investigated the antecedents of this issue and explored its outcomes for frontline employees in Vietnam.

This study used quantitative methodology to survey 780 participants who frequently experienced customer incivility in cafés and bubble tea shops. Structural equation modeling was used to examine the data.

The results revealed three antecedents of customer incivility – employee incivility, selling and customer orientation – as well as outcomes such as revenge motivation, emotional exhaustion, service sabotage and job performance, along with two mediating effects.

Managers can create and enhance additional training classes with varied curricula for different staff groups to foster their perspectives and understand an organization's customer orientation, eliminating vengeance motives, emotional strain, service sabotage and workplace performance.

This study emphasizes the importance of customer incivility and how it can be minimized by examining its causes and consequences in Vietnamese cafés and bubble tea shops.

This paper aims to propose and investigate the relationships among the components of brand equity, and examining the effects of these components on overall destination brand equity in Hoi An tourism destination, Vietnam, from the perspective of domestic tourists.

Questionnaire data were collected from 319 domestic tourists who have visited Hoi An city. The results of empirical tests using a structural equation model support the research hypotheses.

The results indicate that destination brand awareness has significant, positive effects on destination brand image and destination perceived quality; destination brand image has positive influences on destination perceived quality and destination brand loyalty; destination perceived quality has significant, positive impacts on destination brand loyalty; except for destination brand image, the remaining dimensions have positive and direct impacts on overall destination brand equity.

An integrated model of destination brand equity dimensions and overall destination brand equity was tested in a tourism city in the context of a developing economy. Moreover, relevant implications are provided for destination marketers as to how to improve destination brand equity in the tourism industry.

This paper aims to offer an empirical study of the impact of institutional quality on the banking system risk and credit risk.

Applying cross-sectional dependent tests and stationary tests to check the property of our sample, the panel corrected standard errors model is recruited as the main estimator, while feasible generalized least squares, pool ordinary least squares (OLS), robust pool OLS and other estimators are used as a robustness check for an unbalanced panel data for 56 economies divided into three subsamples between 2002 and 2015.

The empirical results show several significant contributions. First, an improvement in institutional quality is an important factor to reduce the banking system risk. This effect of the institutions is less important in well-capitalized, highly profitable and in high-economic growth countries. This effect is also stronger in highly liquid banking systems. Notably, a better institutional quality helps to reduce the banking system risk in the highly concentrated banking system. Second, institutional quality has a significant negative relationship with the banking credit risk, especially in highly concentrated banking systems and in high-growth countries. This influence is weaker in highly liquid and well-capitalized banking systems. Finally, better institutions reduce the positive effect of trade openness, but it induces a higher credit risk for the banking system from the trade openness. Notably, a better institutional quality enhances the negative effect of foreign direct investment (FDI) inflow on both banking system risk and credit risk. These findings are documented for a global sample and three subsamples: low and lower-middle-income economies, upper-middle-income economies and high-income economies.

This study provides some recommendations, for policymakers, on the roles of institutions in the banking system and financial stability.

This study aims to explore how the inhibitor-loaded nanocontainers can be used in the epoxy coating for protection of steel against corrosion. A self-healing anticorrosive coating can be easily fabricated by embedding the inhibitor-loaded nanocontainers into the epoxy coating matrices. For this purpose, first, cerium (a catholic corrosion inhibitor) is encapsulated into silica nanoparticles (SiO₂@Ce). Thereafter, an epoxy nanocomposite coating has been prepared on steel substrate using these SiO₂@Ce nanoparticles as nanofillers.

To examine the effect of SiO₂@Ce nanocontainers on mechanical properties of epoxy coating, the abrasion resistance, impact resistance and adhesion strength of coating have been evaluated. To reveal the effect of SiO₂@Ce nanocontainer on corrosion behavior of epoxy-coated steel, the electrochemical impedance spectroscopy (EIS) has been conducted in NaCl solution.

Transmission electron microscopy and scanning electron microscopy/Energy-dispersive X-ray spectroscopy analyses indicate that Ce³⁺ cations have been successfully loaded into the surface of silica nanoparticles (at the content of approximately 2 Wt.%). Mechanical tests of epoxy nanocomposite coatings indicate that the nanocomposite coatings with nanoparticles content of 2.5 Wt.% provide the highest values of abrasion resistance, impact resistance and adhesion strength. EIS results show that the presence of SiO₂@Ce³⁺ nanocontainers increases both coating resistance and polarization resistance. Along with the improvement the coating barrier performance, Ce inhibitor plays an important role in improving the anticorrosive performance at the steel–electrolyte interface.

The application of self-healing epoxy/SiO₂@Ce nanocomposite coatings for the protection of carbon steel is very promising.

This study aims to examine the relationships among fear of COVID-19, job stress, job commitment and intention to quit. It also investigates the boundary conditions of the impact of fear of COVID-19 on job stress and intention to quit, a research gap that has not been addressed yet.

This research focused on full-time frontline hotel employees who have been working in four- and five-star hotels in Ho Chi Minh City, Vietnam. A pilot test was performed before collecting formal data. The survey was conducted face-to-face on site so that any potential confusion could be clarified right away. 487 valid responses were analyzed using SPSS 28 and SmartPLS 4.

The majority of hypotheses were supported, with the results suggested that supervisor support contributes to reducing the tendency of hotel employees to quit their job and their job stress. Besides, government support is necessary to make staff feel secure during the pandemic.

This study contributes to pointing out central priorities in making decisions by hotel managers when facing crises. Managers need to focus more on measures to help their employees feel secure and should be available for guidance and feedback when nedeed. Additionally, supportive policies from the government, especially financial support, can provide hotel employees with resources they need to maintain a basic level of living in the face of a severe drop in their income. The study provides the hotel industry not only in Vietnam but also in countries with comparable settings with strategies to cope with unexpected events.

Research on intention to quit a job has mainly focused on a complex interplay of internal factors. However, the influence of fear of COVID-19 on intention to quit a job has not been studied in the context of Vietnamese hotel industry yet. During the COVID-19 pandemic, a number of hotels in Vietnam had to close due to a lack of visitors, which had a negative impact on human resources. Accordingly, fear, stress, commitment and intention to quit a job are the issues faced by staff.

Given the growing importance of cryptocurrencies and the technique called “SegWit” that allows to compile more transactions in a mined block, the electricity consumed per block might potentially decrease. The purpose of this study is to consider that the difficulty to mine a block might be a better indicator of the Bitcoin\Ether’s electricity consumption.

This study applies the vector error correction model to investigate data related to primary energy consumption and electricity production, supply and consumption for Bitcoin and Ether hashrates from 2016M1 to 2021M5.

The hashrate (difficulty of solving the cryptographic problem related to the validation of a transaction) is found to have a positive cointegration with energy and electricity consumption. Despite the launch of the Segregation Witness (SegWit) mechanism allowing blocks to handle a higher number of transactions per block, this Bitcoin and Ether growing need in electricity has significantly been increasing since October 2019.

The major contribution of this study is to investigate a more relevant indicator, namely, hashrate (computational difficulty to solve cryptographic enigma associated with cryptocurrencies-related transaction). The approach of this study can be justified by the fact that there exists a technical solution consisting in increasing the number of transactions per blocks so that less electricity might be required to validate a transaction.

This study aims to explore the effect of multiple factors on employee innovative behavior (EIB) and examine the mediating role that thriving at work and organizational commitment play in this relationship, specifically related to the hospitality sector.

Primary data was gathered from 612 employees across 100 small and medium-sized enterprises (SMEs) in Vietnam. Using covariance-based structural equation modeling and the bootstrapping method, the research estimates ten overarching hypotheses to address the research question: how do job, personal and contextual factors influence EIB?

Job, personal and contextual factors influence EIB significantly and positively. The results uncover the relationship between workplace support and EIB under the mediating effects of thriving at work and organizational commitment. Especially interesting for the hospitality sector is that the authors find these three factors are a strong influence on EIB.

Management can stimulate EIB by designing job control and job demand appropriately to build and maintain workplace social support in the organization, especially in the hospitality sector. Employees’ personal characteristics can also facilitate this behavior. The research adds to theory on EIB and methods to analyze the factors affecting this driver of innovation.

The research enhances our understanding of EIB in the hospitality and the SME context generally. EIB is affected by employee perceptions of job factors (job demand and job control), personal factors (thriving at work and organizational commitment) and contextual factors (supervisor support, coworker support and climate for innovation).

The purpose of this study is to investigate how negative emotions toward brands, especially brand hate, impact anti-brand consumption behavior, including brand avoidance and further brand switching, through the intervening mediators of negative word-of-mouth (nWOM) and protest behavior as well as within contingencies.

Existing scales are adapted, and the field study is conducted in Malang, Indonesia. Based on purposive sampling, 275 respondents in three different malls complete a questionnaire related to Sari Roti, a national brand suffering from a boycott. In all, 250 qualified questionnaires are eventually used for data analysis using partial least square.

This research supports the effect of brand hate on nWOM, which then influences protest behavior, subsequently driving consumers to avoid a particular brand and opt for an alternative. nWOM was also found to have a direct effect on brand avoidance. For moderating effects, brand social responsibility and social media usage were found to negatively and positively affect the brand hate–nWOM relationship, respectively.

The limited extant literature only addresses a simple direct–effect relationship between negative emotions and anti-brand consequences. Drawing on the positioning lens and the dis-identification view, this research provides deep insight through theorizing a sequential, four-stage framework regarding the effect of brand hate on brand avoidance and brand switching. This framework is also explored under contingencies, further advancing an understanding of this dynamic subject matter.