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Abstract

This study aims to examine how a customer’s perception of a firm’s operant resources (representational, cultural and social resources) affects the service value in a highly interaction service context. An empirical analysis was conducted on 263 patients in health care service in Vietnam. The results show that firm’s operant resources as viewed by customers have a significant impact on perceived service value. Of which, the cultural resource has the strongest weight on customer perceived value. Discussions and managerial implications have been presented accordingly.



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Article Details

Issue: Vol 19 No 1 (2016)
Page No.: 143-157
Published: Mar 31, 2016
Section: Economics, Law and Management - Research article
DOI: https://doi.org/10.32508/stdj.v19i1.534

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Creative Commons License

Copyright: The Authors. This is an open access article distributed under the terms of the Creative Commons Attribution License CC-BY 4.0., which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.

 How to Cite
Pham, T., Nguyen, L., Nguyen, D., & Pham, M. (2016). Firm’s operant resources and service value - A customer perspective in health care service. Science and Technology Development Journal, 19(1), 143-157. https://doi.org/https://doi.org/10.32508/stdj.v19i1.534

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