The COVID-19 outbreak has created a severe crisis for general economic situation. Despite the short time span of the pandemic, many innovations are implemented for organizational survival and recovery in the competitive market environment of digital age. This paper aims to find out significant factors and how they impact on E-commerce adoption of small and medium enterprises in Vietnam, especially in the epidemic time. The results reveal that technology perceived compatibility has the greatest effect on E-commerce adoption, followed by management support and external pressure. Moreover, external support only has minor impact on E-commerce adoption in the Covid-19. Meaningfully, this study makes contribution to both innovation literature and practical management with new insight of current Vietnamese situation for small and medium organizations.

The COVID-19 outbreak has created a severe crisis for the general economic situation. Despite the short duration of the pandemic, many innovations are implemented for organizational survival and recovery in the competitive market environment of digital age. This paper aims to find out significant factors and how they impact on E-commerce adoption by small and medium-sized enterprises in Vietnam, especially during the epidemic. The results reveal that technology perceived compatibility has the greatest effect on E-commerce adoption, followed by management support and external pressure. Moreover, external support only has minor impact on E-commerce adoption during the Covid-19. Meaningfully, this study makes a contribution to both innovation literature and practical management with new insight of current Vietnamese situation for small and medium-sized organizations.

COVID-19 temporarily hindered the development of physical stores, nevertheless, triggered the outbreak of online business. Consequently, there should be growing demands for purchasing over internet-based platform. In order to investigate online purchase intention and online shopping behaviour, this study developed a research framework basing on the analysis of 05 different variables, namely: subjective norm, attitude, behavioural control, trust, and perceived risk. A sample of 307 Vietnamese online customers have been surveyed, resulting to the findings that behavioural control and trust have direct influence on online purchase intention, then indirectly generates online shopping behaviour. Especially, trust is considered to have the greatest effects, followed by behavioural control. From the results, implications can be established about marketing implementation in online shopping service. In other words, marketing campaigns for COVID-19 context is aimed at highly productive purposes in order to coping with epidemic time.

Purpose: Ride-hailing service, after the emergence in Hanoi – capital of Vietnam in 2014, has experienced major development and gradually enhanced the inner-city travelling of citizens. This study aims at investigating technology-based driver productivity perception and identifying several important influencing factors during the period of COVID-19 pandemic   Design/methodology/approach: The samples of 370 technology-based drivers have been surveyed to collect significant data about factors impacting on worker productivity in Vietnam ride-hailing service. SPSS 26 software is conducted with two types of analyses, including descriptive analysis and statistical analysis   Findings: The findings indicate that social distances, service waste and customer behaviors possess significant impacts on worker productivity in Vietnam ride-hailing services. Several special concerned factors have been identified to raise driver’s awareness of productivity improvement in ride-hailing service.   Research, Practical and Social implication: Major implications can be suggested for improving driver productivity during and after COVID-19 pandemic, especially in term of reducing service waste and increasing customer behavior towards ride-hailing services.   Originality/value: Basing on research findings, the study becomes significant contribution to further papers as well as service managers to enhance technological driver productivity during COVID-19 pandemic.

Purpose Customer reviews on online platforms after their service experience not only provide useful information to help other customers make reasonable decisions about the hotel, but also provide a great opportunity for scholars to refresh the research directions on customer experience and satisfaction in tourism services. This paper aims to discover the key driver of international tourist satisfaction in the hospitality service and the way to effectively improve this factor, starting with the abundant online customer reviews. Design/methodology/approach A multi-perspective approach was used to compare the differences in service providers and service user’s interpretation of the factors that shape customer satisfaction. In addition to content analysis of nearly 2,500 online reviews of international tourists for 21 high-class hotels in Vietnam on Booking.com in 2019, the authors conducted in-depth interviews with the managers of 5-star hotels to show a comprehensive picture of customer satisfaction drivers, especially the staff factor. Findings The research results have clarified the main aspects of the staff – the most important service factor among the seven hotel service factors investigated from the customer’s perspective. On the other hand, the study also emphasized the gap between customers’ perception of the staff and the enterprise’s efforts and implementation of this factor. These findings allowed to identify aspects of staff that could be further improved to more effectively satisfy customers and provide a superior experience. Research limitations/implications The study suggested a potential research direction using a multi-perspective approach to better understand trends and shifts in customer experience and satisfaction. Further studies could overcome the limitation of the research scope of this paper by examining different destinations or expanding the exploration of both mid-range and budget hotels. Practical implications The findings offer implications for managers to improve tourist satisfaction by developing organizational culture and mindfulness-related training programs for employees. Originality/value This study has enriched the literature of tourism and hospitality services by providing empirical evidence on the exploitation of big data sources and deepening the insights into international tourist satisfaction with hotel services.