TY - JOUR AU - Thuy Pham AU - Linh Nguyen AU - Dung Nguyen AU - Minh Pham PY - 2016/03/31 Y2 - 2024/03/28 TI - Firm’s operant resources and service value - A customer perspective in health care service JF - Science and Technology Development Journal JA - STDJ VL - 19 IS - 1 SE - Economics, Law and Management - Research article DO - https://doi.org/10.32508/stdj.v19i1.534 UR - http://stdj.scienceandtechnology.com.vn/index.php/stdj/article/view/534 AB - 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. ER -