The Impact of Internal Service Quality on Organizational Innovation Examining the Mediating Role of Organizational Commitment: “An Empirical Study in the Foreign Banks in Jordan”

Al-Bilbiese, Mais Emad; Al-Nuaimi, Mohamed

doi:10.5539/ijbm.v12n12p135

Cited by 3 publications

(2 citation statements)

References 13 publications

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“…The conceptual framework has been derived from various empirical studies (Al-Ababneh et al, 2018;Ramseook-Munhurrun et al, 2010;Al-Bilbiese & Al-Nuaimi, 2017) showing the relationship of five Internal Service Quality dimensions affecting the employee work engagement. It is developed through research works performed on past findings and studies.…”

Section: Conceptual Frameworkmentioning

confidence: 99%

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Effects of Internal Service Quality on Work Engagement: A Case Study of Hotel Soaltee Crowne Plaza

Shakya

Tamang²

2020

J. Bus. Soc. Sci. Res.

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This study examined the Service Quality (SERVQUAL) model with the Internal Service Quality (ISQ) dimensions such as tangibles, reliability, responsiveness, assurance and empathy that impact on employee work engagement. This research work was conducted in Hotel Soaltee Crowne Plaza (SCP), one of the 5-star deluxe hotels of Nepal. The study has adopted an inferential research design to meet the study objectives regarding the impact of independent variables on work engagement of SCP Hotel. A structured questionnaire was distributed to 126 sample respondents out of a total of 503 employees of SCP hotel. The study reveals a significant relationship of work engagement with empathy and not with rest of the independent variables. Based on the findings it is recommended that employees should be taken good care of, and employers should be well aware of the employees’ emotional level since empathy has shown a highly significant relationship with work engagement. Study results have scope of future reference whereby implementing SERVQUAL dimensions for employee work engagement and reduction in employee turnover and improved.

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Section: Conceptual Frameworkmentioning

confidence: 99%

“…Study FrameworkBased on(Al-Ababneh et al, 2018;Ramseook-Munhurrun et al, 2010;Al- Bilbiese & Al-Nuaimi, 2017) …”

mentioning

confidence: 99%

Effects of Internal Service Quality on Work Engagement: A Case Study of Hotel Soaltee Crowne Plaza

Shakya

Tamang²

2020

J. Bus. Soc. Sci. Res.

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A Nexus among Strategic Orientation, Social Network, Knowledge Sharing, Organizational Innovation, and MSMEs Performance

Muafi¹

2020

JAFEB

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This study wants to test the nexus among resource orientation, market orientation, social network, and knowledge sharing toward organizational innovation, and the nexus between organizational innovation and MSMEs performance. Questionnaires and interviews are conducted with some MSMEs actors in Central Java Province, Indonesia, in Klaten Regency and Pekalongan City. These two areas have creative MSMEs, especially Batik MSMEs that have been very large and known worldwide. The sampling technique is done purposively with certain criteria for the respondents. The data analysis technique is done using Partial Least Square. This study provides recommendations about strategic practice and policy (resource and market), social network, and knowledge sharing in increasing organizational innovation, and the impact of organizational innovation toward MSMEs performance. It also offers a comprehensive model of the determinant factor of organizational innovation by considering the aspect of strategic orientation, social network, and knowledge sharing. Other unique aspects that are also important to consider are social network and the importance of knowledge sharing in improving MSMEs Performance. The respondents are still limited in two areas, namely, Pekalongan and Klaten, so it still cannot represent the whole population. These areas also have different orientation of production process approach, namely, synthetic and natural dyes.

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İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü

Seyhan

2021

Akademik Araştırmalar Ve Çalışmalar Dergisi (AKAD)

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İç hizmet kalitesinin işgören performansı üzerindeki etkisi bilinen bir olgu iken bu ilişkide yer alan farklı değişkenlerin etkileri tüm boyutlarıyla incelenmiş olmaktan uzaktır. Bu bağlamda kurumsal aidiyetin aracı etkisinin olup olmadığının tespiti araştırmanın temel amacını oluşturmaktadır.Purpose: While the effect of internal service quality on employee performance is a well-known phenomenon, the effects of different variables in this relationship are far from being examined in all its dimensions. In this context, determining whether there is an intermediary effect of organizational belonging constitutes the main aim of the research. Tasarım/Yöntem: Araştırmanın örneklemini Gaziantep ilinde, gıda sektöründe faaliyet gösteren imalat firmalarında çalışan 161 kişi oluşturmaktadır. Derrlenen anketler ile oluşturulan veri seti yapısal eşitlik modeli analizine tabi turulmuştur. Design/Methodology:The sample of the research consists of 161 people working in manufacturing companies operating in the food sector in Gaziantep. The data set created with the compiled questionnaires was subjected to structural equation model analysis. Bulgular: İç hizmet kalitesinin kurumsal aidiyet ve iş gören performansını anlamlı olarak etkilediği tespit edilmiştir. Kurumsal aidiyetin de iş gören performansını anlamlı olarak etkilediği bulgusuna ulaşılmıştır. Yapılan aracılık testi neticesinde ise iç hizmet kalitesinin iş gören performansı üzerindeki etkisinde kurumsal aidiyetin aracılık rolü bulunduğu tespit edilmiştir.Findings: It has been determined that internal service quality significantly affects organizational belonging and employee performance. It has been found that organizational belonging also affects employee performance significantly. As a result of the mediation test, it was determined that organizational belonging has a mediating role in the effect of internal service quality on employee performance. Sınırlılıklar: Örneklemin sadece Gaziantep'te bulunan firmalardan oluşması ve anket yönteminin kullanılması araştırmanın sınırlılıklarıdır. Limitations:The constraints of the study are that the sample consists of companies located only in Gaziantep and that the survey method is used. Özgünlük/Değer: Müşteri memnuniyetinin sürekli olarak incelendiği bir ortamda çalışan memnuniyetinin ele alınmış olması bu çalışmayı değerli kılan unsurlardan birisidir. Ayrıca analiz yöntemi olarak yapısal eşitlik modelinin ve Process Makro analizinin kullanılması modelin anlaşılabilirliğini arttırıcı bir unsur olarak çalışmada yer almaktadır.Originality/Value: One of the elements that makes this study valuable is the fact that employee satisfaction is addressed in an environment where customer satisfaction is constantly examined. In addition, the use of structural equation model and Process Macro as an analysis method is included in the study as an element that increases the intelligibility of the model.

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The Impact of Internal Service Quality on Organizational Innovation Examining the Mediating Role of Organizational Commitment: “An Empirical Study in the Foreign Banks in Jordan”

Cited by 3 publications

References 13 publications

Effects of Internal Service Quality on Work Engagement: A Case Study of Hotel Soaltee Crowne Plaza

Effects of Internal Service Quality on Work Engagement: A Case Study of Hotel Soaltee Crowne Plaza

A Nexus among Strategic Orientation, Social Network, Knowledge Sharing, Organizational Innovation, and MSMEs Performance

İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü

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