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Abstract
The main aim of the research paper is to develop a conceptual model for services firms in Vietnam. This model will helps to achieve our research objectives by assessing the resources necessary for service quality improvement as a competitive advantage strategy inside the company, the role of soft factors (human resources factors) for service quality improvement, and critical solutions relating to business operating and management strategy of the company. The arguments are based on the resource based view theory and review of literatures in regional countries. This coming research will be an in-depth qualitative study using content analytic approach.
Highlights
Many scholars argue that firms are competing in a very difficult and challenging business atmosphere that are being transformed by many factors, from globalization, technological development and progressively more rapid diffusion of technology, to the expansion and use of information (Hitt et al, 1998; Cullen, 2002; Alam & Pacher, 2003)
This model will helps to achieve our research objectives by assessing the resources necessary for service quality improvement as a competitive advantage strategy inside the company, the role of soft factors for service quality improvement, and critical solutions relating to business operating and management strategy of the company
Not a single conceptual model relating to resources and service quality improvement has been found in the Vietnamese business context
Summary
Many scholars argue that firms are competing in a very difficult and challenging business atmosphere that are being transformed by many factors, from globalization, technological development and progressively more rapid diffusion of technology, to the expansion and use of information (Hitt et al, 1998; Cullen, 2002; Alam & Pacher, 2003). The process of globalization and recent economic recession has influenced the Vietnamese business environment significantly and made it become more and more difficult for firms to do business. This is not exceptional for companies in services sector. Not a single conceptual model relating to resources and service quality improvement has been found in the Vietnamese business context. This paper constructs a specific conceptual model for firms in services sector in Vietnam to improve its quality of service as competitive advantages. This research paper hopes to contribute to existing knowledge by identifying resources condition contributing to service quality improvement. The conceptual model can be used for future research at the industrial level or between firms within an industry
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