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Mohammad awwad

University of Jordan, Marketing, Alumnus

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Mohammad Suleiman Awwad (Ph. D., Mutah University) is a full professor of Business and Marketing in the College of Business. He received a B.A. in Business and statistics (1990) and MBA (1994) from Jordanian University, and a Ph.D. in Marketing from Amman Al-Arabia University in 2004. His research interests includes marketing and business. He published more than 35 researches in refereed journals (e.g. The Electronic Library, Arab Journal of Administrative Sciences, Jordan Journal of Business Administration, Total Quality Management (TQM), Journal of Research in Marketing and Entrepreneurship, International Journal of Bank Marketing, Studies in Business and Economics, Journal of Economic
Address: Amman, Al Balqa', Jordan

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Papers by Mohammad awwad

The impact of intellectual capital on financial performance of commercial banks: the mediating role of competitive advantage

International Journal of Learning and Intellectual Capital, 2023

أثر الأحكام التقييمية على الرضا عن مواجهات الخدمة وولاء العملاء : الدور المعدل للخصائص الديمغرافية = The Effect of Evaluative Judgments on Service Encounters Satisfaction and Customer Loyalty : The Moderating Role of Customers' Characteristics

Dirāsāt, Jul 1, 2016

Abstract This study investigates the direct effect of evaluative judgments (namely, core service ... more Abstract This study investigates the direct effect of evaluative judgments (namely, core service quality, perceived value for money, and service encounter satisfaction) on customer loyalty, and the indirect effect of core service quality and perceived value for money on customer loyalty, through the mediating effect of service encounter satisfaction, in hair salons in Jordan. In addition, the study analyzed the moderating role of customers’ gender and age on the effects of evaluative judgments on service encounter satisfaction and loyalty. Quantitative data was collected, through a questionnaire instrument, from a convenience sample of 419 customers while they are in hair salons. Statistical analysis of the study's model was conducted using structural equation modeling technique (AMOS software). Empirical test of the model’s hypotheses has indicated that service encounter satisfaction is depend on core service quality and perceived value for money respectively, while customers' loyalty to service provider depend on service encounter satisfaction, core service quality, and perceived value for money respectively. Gender and age play a mediator role in how customer develop loyalty to the service provider, but they do not affect how customer form service encounter satisfaction. The findings of this study provide several recommendations for future research.

الاستجابات السلوكية لأدوات تنشيط المبيعات من وجهة نظر المستهلك الأردني

Dirāsāt, Feb 1, 2015

The Effect of Relational Bonds on Switching Behavior of Mobile Service Users in Jordan

Jordan Journal of Business Administration, Sep 9, 2012

ABSTRACT This study aimed at investigating the effect of relational bonds (financial, structural ... more ABSTRACT This study aimed at investigating the effect of relational bonds (financial, structural and social bonds) upon the switching behavior of mobile phone service users in Jordan. A number of 600 questionnaires were distributed to a convenience sample of Jordanian universities&#39; students (two public and two private universities). 450 questionnaires were valid to analyze. Questionnaire had 21 items measured on a fivepoint likert scale to measure study variables. The data were analyzed using regression analysis. It was found that all the three components of relational bonds (financial, structural and social) had a significant effect on switching behavior of mobile service users, and the structural bonds were the most influence on switching behavior, followed by financial and finally social bonds. This study provided a number of conclusions and recommendations that give mobile service providers a better understanding of how to manage customer relationships and to prevent them from switching to competitors. Direction for future research also proposed. KEYWORDS: Relational Bonds, Financial Bonds, Structural Bonds, Social Bonds, Switching Behavior, Mobile Phone, Jordan.

Investigating The Effect Of Innovation Characteristics On The Adoption Of Electronic Newspapers In Jordan

Application of Structural Equation Modeling to Investigate Factors Affecting the Intention to Adopt Internet Banking in Jordan

Jordan Journal of Business Administration, Jun 6, 2010

Factors Affecting Switching Behavior of Mobile Service Users: The Case of Jordan

Journal of Economic and Administrative Sciences, Jun 1, 2010

Page 1. Journal of Economic &amp;amp; Administrative Sciences Vol. 26, No. 1, June 2010 (27 -... more

Big Five personality traits impact on entrepreneurial intention: the mediating role of entrepreneurial alertness

Asia Pacific journal of innovation and entrepreneurship, May 17, 2021

Purpose-The purpose of this study is to investigate the impact of the Big Five personality traits... more Purpose-The purpose of this study is to investigate the impact of the Big Five personality traits on the entrepreneurial intentions of undergrad university students in Jordan. It further investigates the mediating role of entrepreneurial alertness. Design/methodology/approach-A quantitative survey method was conducted with a convenience sample of Jordanian university students. A total of 323 valid questionnaires were received and analyzed. A structural equation modeling with partial least square (PLS) is used to analyze data. Findings-Results revealed that conscientiousness, openness and alertness were associated with entrepreneurial intention. Extraversion and openness were associated with alertness, while agreeableness and neuroticism were unrelated to either outcome. Finally, alertness mediates the relationship between extraversion and openness with entrepreneurial intention. Originality/value-There is a lack of previous studies investigating the relationship between the Big Five personality traits and students' entrepreneurial intentions in Jordan, particularly the role of mediating variables in this relationship. This study is considered the first one that examined the mediating role of entrepreneurial alertness in the relationship between personality traits and entrepreneurial intentions.

Electronic library services acceptance and use

The Electronic Library, Nov 2, 2015

Purpose – The purpose of this study is to apply the unified theory of acceptance and use of techn... more Purpose – The purpose of this study is to apply the unified theory of acceptance and use of technology (UTAUT) model in the context of electronic library services in public Jordanian universities. This study investigated the determinants of use behaviour (UB) regarding electronic library services, and the moderating effects of age, gender, experience, education level and academic discipline on the relationships between the determinants and behavioural intention (BI). Design/methodology/approach – Quantitative data were collected, through a questionnaire instrument from a sample of 575 students. Statistical analysis of the study’s model was conducted using the structural equation modelling technique. Findings – Empirical examination of the model’s hypotheses indicated that students’ “intention to use” electronic library services is dependent on performance expectancy (PE), effort expectancy (EE) and social influence (SI), while students’ “use behaviour” is dependent on facilitating conditions (FCs) and intention to use. The effect of PE on BI was significant for younger, undergraduate and social sciences discipline students, while EE was significant for older and applied discipline students. Practical implications – Library directors should design promotional campaigns directed to younger, undergraduate and social academic discipline studentsto promote the efficiency of electronic libraries. Faculty members can be targeted with these promotional campaigns to exert influence on the desired effect on students’ intentions toward using the electronic library. Easier-to-use technology and training courses for older and applied academic discipline students are necessary. It is important to ensure that the physical facilities and technical support provide students with needed assistance. Online help should be available. Originality/value – This study empirically validated the UTAUT model in the context of electronic library services within an Arab culture. The study also investigated the moderating effects of students’ characteristics, including age, gender and experience, in addition to education level and academic discipline, as new affects.

Retaining customers through knowledge sharing: the mediating role of market orientation

International Journal of Knowledge Management Studies, 2023

The Impact of Social Responsibility Costs on Financial Performance of Jordanian Banks

Jordan Journal of Business Administration, Jan 12, 2023

This study aimed to investigate the impact of social responsibility costs on the financial perfor... more This study aimed to investigate the impact of social responsibility costs on the financial performance of Jordanian banks. The study sample consisted of sixteen Jordanian commercial and Islamic banks listed in Amman Stock Exchange (ASE), using cross-sectional time-series data covering the years (2010-2017). Data was analyzed using fixed-and random-effect regression models using STATA 12.0. The study focused on three different dimensions of Jordanian banks' social responsibility (responsibility towards employees, responsibility towards products and customers and responsibility towards the local community) to determine their impact on the financial performance of Jordanian banks (return on assets, earnings per share and Tobin's Q index). The results showed different effects of social responsibility dimensions on the financial performance of Jordanian banks. Overall, responsibility towards the social community was the most influential dimension on all financialperformance indicators, followed by responsibility towards employees which positively affects return on assets and earnings per share, while not having any impact on Tobin's Q index. Finally, responsibility towards products and customers showed a negative impact on return on assets, while not having any impact on the other performance indicators.

The Impact of Corporate Entrepreneurship on the Performance of Jordanian Telecom Corporates

Studies in business and economics, Dec 1, 2021

The Telecom sector in Jordan is highly competitive in a way that affects the performance of firms... more The Telecom sector in Jordan is highly competitive in a way that affects the performance of firms working in this sector, many solutions were provided to enhance performance, but corporate entrepreneurship as a solution to significantly improve performance still not have fully adopted, that is why this research was carried to highlight the importance of such concept to improve performance. This research was aimed at determining the impact of corporate entrepreneurship dimensions (innovation, risk-taking, proactiveness, competitive aggressiveness, and autonomy) on the performance of Jordanian telecom corporates in Jordan. Data were collected from 39 telecom corporates in Jordan. The questionnaires entail assessing the degree of corporate entrepreneurship in relation to the performance of telecom corporates in Jordan. SmartPLS 2.0 Statistical program was used to conduct descriptive and inferential statistics. The findings of the research indicated that corporate entrepreneurship dimensions (innovation, risk-taking, proactiveness, and competitive aggressiveness) positively affect the performance of Jordanian telecom corporates except for the autonomy dimension.

An application of the American Customer Satisfaction Index (ACSI) in the Jordanian mobile phone sector

The Tqm Journal, Sep 28, 2012

Purpose-The purpose of this paper is to investigate customers' satisfaction associated with mobil... more Purpose-The purpose of this paper is to investigate customers' satisfaction associated with mobile phone services in Jordan. The American Customer Satisfaction Index (ACSI) model is used as the framework to examine the causal relationships among customer expectations, perceived quality, perceived value, customer satisfaction, customer complaint and loyalty. Design/methodology/approach-The responses were collected using a structured questionnaire from 447 mobile subscribers in three major universities in Jordan (Jordan, Yarmouk and Mutah Universities). Findings-It is found that the ACSI model adequately describes the perceptions and behavior of mobile phone users in Jordan. Furthermore, customer expectations, perceived quality and perceived value are important predictors to customer satisfaction, which ultimately results in customer loyalty. In addition, customer satisfaction does not influence customer complaints. The influence of customer complaints on customer loyalty was positive. Research limitations/implications-Ideally, national customer satisfaction indexing should be conducted in different sectors simultaneously, and the model should be tested periodically. Only then can the results be compared with other countries' satisfaction indices. Practical implications-The absence of the relationship between customer satisfaction and complaints means that dissatisfied customers do not complain and therefore, mobile service providers should encourage customers who are dissatisfied to complain, in order to satisfy their needs and thus turn them into loyal customers. Originality/value-The paper is an attempt to implement a satisfaction model for the mobile phone sector in Jordan, as one of the most developing countries in this sector within the Arab region.

Perceived Obstacles of Electronic Commerce Applications’ Adoption by

Jordan Journal of Business Administration, Aug 23, 2010

Jordan Journal of Business Administration, Vol 1, No 1 (2005). ...

Emotional intelligence and entrepreneurial orientation

Journal of Research in Marketing and Entrepreneurship, Jul 6, 2012

Purpose-The purpose of this paper is to examine the effect of managers' emotional intelligence, o... more Purpose-The purpose of this paper is to examine the effect of managers' emotional intelligence, organizational climate and employees' creativity on industrial small to medium-sized enterprises' (SMEs') entrepreneurial orientation. Design/methodology/approach-A quantitative survey methodology was adopted to collect data from industrial SMEs' owner-managers in Jordan. A sample of 317 managers from 418 SMEs, located at three Jordanian industrial estates, was used. Data were analyzed using AMOS 16.0 to determine the interactions between the various factors. Findings-Empirical findings confirmed that managers' emotional intelligence, organizational climate and employees' creativity had a positive direct effect on industrial SMEs' entrepreneurial orientation. In addition, managers' emotional intelligence had a positive direct effect on organizational climate. In turn organizational climate had a positive direct effect on employees' creativity. Practical implications-The current study could be useful to managers to understand the role of emotional intelligence, organizational climate and employees' creativity, as important antecedents of entrepreneurial orientation, in encouraging entrepreneurial culture towards enhancing the company's entrepreneurial orientation level, and the possible positive effect it could have on their organizations' success. Originality/value-This study advanced the literature in the field of entrepreneurship by testing a new model of entrepreneurial orientation that links between managers' emotional intelligence, organizational climate and employees' creativity as antecedents of entrepreneurial orientation in the context of industrial SMEs. While such perspective is considerably new and relevant to general marketing literature, the fact that this paper is one of few papers that focus on entrepreneurial orientation in Jordan adds to its originality.

Leadership Style and Market Orientation: The Mediating Role of Internal Marketing

Journal of Relationship Marketing, Apr 27, 2023

Investigation of Factors Affecting Online Knowledge Sharing of Knowledge Training Centers in the MENA Region

Studies in business and economics, Sep 1, 2015

The study applied Unified Theory of Acceptance and Use of Technology (UTAUT) Model in the volunta... more The study applied Unified Theory of Acceptance and Use of Technology (UTAUT) Model in the voluntary context of online knowledge sharing of knowledge training centers in the MENA region. Quantitative data were collected from a sample of 296 managers. Statistical analysis of the study's model was conducted using structural equation modeling technique. Empirical investigation of the model's hypotheses has indicated that knowledge training centers managers' "intention to use" online knowledge sharing is dependent on performance expectancy and effort expectancy, while the social influence has insignificant effect on online knowledge sharing. On the other hand, knowledge training centers managers' usage behavior depends on facilitating conditions and intention to use. This study empirically validated the UTAUT model in the context of knowledge training centers in the MENA region, especially within Arab culture, which represents a group of developing countries which did not have adequate studies that could explain the usage behavior of new technology.

Predicting employee turnover using financial indicators in the pharmaceutical industry

Industrial and Commercial Training, Apr 15, 2022

PurposeThis study aimed at investigating the impact of some financial indicators (salary competit... more PurposeThis study aimed at investigating the impact of some financial indicators (salary competitiveness, employee productivity, company performance and company size), disclosed in the annual financial reports, on employee turnover in Jordanian pharmaceutical companies listed on the Amman Stock Exchange (ASE).Design/methodology/approachA longitudinal design with cross-sectional time-series (panel) data from annual financial reports of six Jordanian pharmaceutical companies, listed on the ASE for the period 2009–2018, was used to measure employees’ turnover and its precedents quantitively. The panel data of 160 observations (six companies with ten-time periods) were analyzed using STATA 15.0 to achieve study objectives.FindingsContrary to what is expected, the results showed that salary competitiveness does not affect employee turnover, and employee productivity positively affects employee turnover. In contrast, the results of this study supported the widespread belief that company performance and size negatively affect employee turnover.Research limitations/implicationsThis study does not address voluntary and mandatory turnover because it is very difficult to distinguish the two types based on financial reports. Also, other important variables (medical expenses, training expenses, etc.), which can affect employee turnover are not disclosed in the financial reports of all pharmaceutical companies due to the lack of uniform financial reporting standards.Practical implicationsPharmaceutical companies should not focus on salaries to attract and retain employees but rather provide them with a distinct set of other benefits including salaries. Also, it should try to reduce the workload of employees by increasing their number to the extent that it does not constitute an additional burden on other employees.Originality/valueThis is the first attempt, according to a literature review, to measure employee turnover and its antecedents based on financial indicators disclosed in the pharmaceutical companies’ annual financial reports.

Assessing Online Registration System’s (Ors) Success: An Application of Delone and McLean’s Model of Information Systems Success

Studies in business and economics, Mar 1, 2010

The study applied DeLone and McLean's IS success model in the mandatory context of online registr... more The study applied DeLone and McLean's IS success model in the mandatory context of online registration system (ORS) in one Jordanian university. Six dimensions were used to asses ORS success from the perspective of system users, i.e. students (information quality, system quality, service quality, user satisfaction, net benefits and intention to use). Consistent with DeLone and McLean's suggestion, the study focused on the "intention to use", rather than "use", dimension to accommodate the mandatory nature of ORS. Quantitative data was collected, through a questionnaire instrument, from a sample of 1360 undergraduate students studying in different faculties at the university. Statistical analysis of the study's model was conducted using "SmartPLS" software, version 2.0.M3. Empirical analysis has underlined the multidimensional and interdependent nature of ORS success. Furthermore, empirical examination of the model's hypotheses has indicated that students' "intention to use" ORS is dependent on system quality, service quality, user satisfaction and net benefits.

The impact of intellectual capital on financial performance of commercial banks: the mediating role of competitive advantage

International Journal of Learning and Intellectual Capital, 2023

The impact of intellectual capital on financial performance of commercial banks: the mediating role of competitive advantage

International Journal of Learning and Intellectual Capital, 2023

أثر الأحكام التقييمية على الرضا عن مواجهات الخدمة وولاء العملاء : الدور المعدل للخصائص الديمغرافية = The Effect of Evaluative Judgments on Service Encounters Satisfaction and Customer Loyalty : The Moderating Role of Customers' Characteristics

Dirāsāt, Jul 1, 2016

Abstract This study investigates the direct effect of evaluative judgments (namely, core service ... more Abstract This study investigates the direct effect of evaluative judgments (namely, core service quality, perceived value for money, and service encounter satisfaction) on customer loyalty, and the indirect effect of core service quality and perceived value for money on customer loyalty, through the mediating effect of service encounter satisfaction, in hair salons in Jordan. In addition, the study analyzed the moderating role of customers’ gender and age on the effects of evaluative judgments on service encounter satisfaction and loyalty. Quantitative data was collected, through a questionnaire instrument, from a convenience sample of 419 customers while they are in hair salons. Statistical analysis of the study's model was conducted using structural equation modeling technique (AMOS software). Empirical test of the model’s hypotheses has indicated that service encounter satisfaction is depend on core service quality and perceived value for money respectively, while customers' loyalty to service provider depend on service encounter satisfaction, core service quality, and perceived value for money respectively. Gender and age play a mediator role in how customer develop loyalty to the service provider, but they do not affect how customer form service encounter satisfaction. The findings of this study provide several recommendations for future research.

الاستجابات السلوكية لأدوات تنشيط المبيعات من وجهة نظر المستهلك الأردني

Dirāsāt, Feb 1, 2015

The Effect of Relational Bonds on Switching Behavior of Mobile Service Users in Jordan

Jordan Journal of Business Administration, Sep 9, 2012

ABSTRACT This study aimed at investigating the effect of relational bonds (financial, structural ... more ABSTRACT This study aimed at investigating the effect of relational bonds (financial, structural and social bonds) upon the switching behavior of mobile phone service users in Jordan. A number of 600 questionnaires were distributed to a convenience sample of Jordanian universities&#39; students (two public and two private universities). 450 questionnaires were valid to analyze. Questionnaire had 21 items measured on a fivepoint likert scale to measure study variables. The data were analyzed using regression analysis. It was found that all the three components of relational bonds (financial, structural and social) had a significant effect on switching behavior of mobile service users, and the structural bonds were the most influence on switching behavior, followed by financial and finally social bonds. This study provided a number of conclusions and recommendations that give mobile service providers a better understanding of how to manage customer relationships and to prevent them from switching to competitors. Direction for future research also proposed. KEYWORDS: Relational Bonds, Financial Bonds, Structural Bonds, Social Bonds, Switching Behavior, Mobile Phone, Jordan.

Investigating The Effect Of Innovation Characteristics On The Adoption Of Electronic Newspapers In Jordan

Application of Structural Equation Modeling to Investigate Factors Affecting the Intention to Adopt Internet Banking in Jordan

Jordan Journal of Business Administration, Jun 6, 2010

Factors Affecting Switching Behavior of Mobile Service Users: The Case of Jordan

Journal of Economic and Administrative Sciences, Jun 1, 2010

Page 1. Journal of Economic &amp;amp; Administrative Sciences Vol. 26, No. 1, June 2010 (27 -... more

Big Five personality traits impact on entrepreneurial intention: the mediating role of entrepreneurial alertness

Asia Pacific journal of innovation and entrepreneurship, May 17, 2021

Purpose-The purpose of this study is to investigate the impact of the Big Five personality traits... more Purpose-The purpose of this study is to investigate the impact of the Big Five personality traits on the entrepreneurial intentions of undergrad university students in Jordan. It further investigates the mediating role of entrepreneurial alertness. Design/methodology/approach-A quantitative survey method was conducted with a convenience sample of Jordanian university students. A total of 323 valid questionnaires were received and analyzed. A structural equation modeling with partial least square (PLS) is used to analyze data. Findings-Results revealed that conscientiousness, openness and alertness were associated with entrepreneurial intention. Extraversion and openness were associated with alertness, while agreeableness and neuroticism were unrelated to either outcome. Finally, alertness mediates the relationship between extraversion and openness with entrepreneurial intention. Originality/value-There is a lack of previous studies investigating the relationship between the Big Five personality traits and students' entrepreneurial intentions in Jordan, particularly the role of mediating variables in this relationship. This study is considered the first one that examined the mediating role of entrepreneurial alertness in the relationship between personality traits and entrepreneurial intentions.

Electronic library services acceptance and use

The Electronic Library, Nov 2, 2015

Purpose – The purpose of this study is to apply the unified theory of acceptance and use of techn... more Purpose – The purpose of this study is to apply the unified theory of acceptance and use of technology (UTAUT) model in the context of electronic library services in public Jordanian universities. This study investigated the determinants of use behaviour (UB) regarding electronic library services, and the moderating effects of age, gender, experience, education level and academic discipline on the relationships between the determinants and behavioural intention (BI). Design/methodology/approach – Quantitative data were collected, through a questionnaire instrument from a sample of 575 students. Statistical analysis of the study’s model was conducted using the structural equation modelling technique. Findings – Empirical examination of the model’s hypotheses indicated that students’ “intention to use” electronic library services is dependent on performance expectancy (PE), effort expectancy (EE) and social influence (SI), while students’ “use behaviour” is dependent on facilitating conditions (FCs) and intention to use. The effect of PE on BI was significant for younger, undergraduate and social sciences discipline students, while EE was significant for older and applied discipline students. Practical implications – Library directors should design promotional campaigns directed to younger, undergraduate and social academic discipline studentsto promote the efficiency of electronic libraries. Faculty members can be targeted with these promotional campaigns to exert influence on the desired effect on students’ intentions toward using the electronic library. Easier-to-use technology and training courses for older and applied academic discipline students are necessary. It is important to ensure that the physical facilities and technical support provide students with needed assistance. Online help should be available. Originality/value – This study empirically validated the UTAUT model in the context of electronic library services within an Arab culture. The study also investigated the moderating effects of students’ characteristics, including age, gender and experience, in addition to education level and academic discipline, as new affects.

Retaining customers through knowledge sharing: the mediating role of market orientation

International Journal of Knowledge Management Studies, 2023

The Impact of Social Responsibility Costs on Financial Performance of Jordanian Banks

Jordan Journal of Business Administration, Jan 12, 2023

This study aimed to investigate the impact of social responsibility costs on the financial perfor... more This study aimed to investigate the impact of social responsibility costs on the financial performance of Jordanian banks. The study sample consisted of sixteen Jordanian commercial and Islamic banks listed in Amman Stock Exchange (ASE), using cross-sectional time-series data covering the years (2010-2017). Data was analyzed using fixed-and random-effect regression models using STATA 12.0. The study focused on three different dimensions of Jordanian banks' social responsibility (responsibility towards employees, responsibility towards products and customers and responsibility towards the local community) to determine their impact on the financial performance of Jordanian banks (return on assets, earnings per share and Tobin's Q index). The results showed different effects of social responsibility dimensions on the financial performance of Jordanian banks. Overall, responsibility towards the social community was the most influential dimension on all financialperformance indicators, followed by responsibility towards employees which positively affects return on assets and earnings per share, while not having any impact on Tobin's Q index. Finally, responsibility towards products and customers showed a negative impact on return on assets, while not having any impact on the other performance indicators.

The Impact of Corporate Entrepreneurship on the Performance of Jordanian Telecom Corporates

Studies in business and economics, Dec 1, 2021

The Telecom sector in Jordan is highly competitive in a way that affects the performance of firms... more The Telecom sector in Jordan is highly competitive in a way that affects the performance of firms working in this sector, many solutions were provided to enhance performance, but corporate entrepreneurship as a solution to significantly improve performance still not have fully adopted, that is why this research was carried to highlight the importance of such concept to improve performance. This research was aimed at determining the impact of corporate entrepreneurship dimensions (innovation, risk-taking, proactiveness, competitive aggressiveness, and autonomy) on the performance of Jordanian telecom corporates in Jordan. Data were collected from 39 telecom corporates in Jordan. The questionnaires entail assessing the degree of corporate entrepreneurship in relation to the performance of telecom corporates in Jordan. SmartPLS 2.0 Statistical program was used to conduct descriptive and inferential statistics. The findings of the research indicated that corporate entrepreneurship dimensions (innovation, risk-taking, proactiveness, and competitive aggressiveness) positively affect the performance of Jordanian telecom corporates except for the autonomy dimension.

An application of the American Customer Satisfaction Index (ACSI) in the Jordanian mobile phone sector

The Tqm Journal, Sep 28, 2012

Purpose-The purpose of this paper is to investigate customers' satisfaction associated with mobil... more Purpose-The purpose of this paper is to investigate customers' satisfaction associated with mobile phone services in Jordan. The American Customer Satisfaction Index (ACSI) model is used as the framework to examine the causal relationships among customer expectations, perceived quality, perceived value, customer satisfaction, customer complaint and loyalty. Design/methodology/approach-The responses were collected using a structured questionnaire from 447 mobile subscribers in three major universities in Jordan (Jordan, Yarmouk and Mutah Universities). Findings-It is found that the ACSI model adequately describes the perceptions and behavior of mobile phone users in Jordan. Furthermore, customer expectations, perceived quality and perceived value are important predictors to customer satisfaction, which ultimately results in customer loyalty. In addition, customer satisfaction does not influence customer complaints. The influence of customer complaints on customer loyalty was positive. Research limitations/implications-Ideally, national customer satisfaction indexing should be conducted in different sectors simultaneously, and the model should be tested periodically. Only then can the results be compared with other countries' satisfaction indices. Practical implications-The absence of the relationship between customer satisfaction and complaints means that dissatisfied customers do not complain and therefore, mobile service providers should encourage customers who are dissatisfied to complain, in order to satisfy their needs and thus turn them into loyal customers. Originality/value-The paper is an attempt to implement a satisfaction model for the mobile phone sector in Jordan, as one of the most developing countries in this sector within the Arab region.

Perceived Obstacles of Electronic Commerce Applications’ Adoption by

Jordan Journal of Business Administration, Aug 23, 2010

Jordan Journal of Business Administration, Vol 1, No 1 (2005). ...

Emotional intelligence and entrepreneurial orientation

Journal of Research in Marketing and Entrepreneurship, Jul 6, 2012

Purpose-The purpose of this paper is to examine the effect of managers' emotional intelligence, o... more Purpose-The purpose of this paper is to examine the effect of managers' emotional intelligence, organizational climate and employees' creativity on industrial small to medium-sized enterprises' (SMEs') entrepreneurial orientation. Design/methodology/approach-A quantitative survey methodology was adopted to collect data from industrial SMEs' owner-managers in Jordan. A sample of 317 managers from 418 SMEs, located at three Jordanian industrial estates, was used. Data were analyzed using AMOS 16.0 to determine the interactions between the various factors. Findings-Empirical findings confirmed that managers' emotional intelligence, organizational climate and employees' creativity had a positive direct effect on industrial SMEs' entrepreneurial orientation. In addition, managers' emotional intelligence had a positive direct effect on organizational climate. In turn organizational climate had a positive direct effect on employees' creativity. Practical implications-The current study could be useful to managers to understand the role of emotional intelligence, organizational climate and employees' creativity, as important antecedents of entrepreneurial orientation, in encouraging entrepreneurial culture towards enhancing the company's entrepreneurial orientation level, and the possible positive effect it could have on their organizations' success. Originality/value-This study advanced the literature in the field of entrepreneurship by testing a new model of entrepreneurial orientation that links between managers' emotional intelligence, organizational climate and employees' creativity as antecedents of entrepreneurial orientation in the context of industrial SMEs. While such perspective is considerably new and relevant to general marketing literature, the fact that this paper is one of few papers that focus on entrepreneurial orientation in Jordan adds to its originality.

Leadership Style and Market Orientation: The Mediating Role of Internal Marketing

Journal of Relationship Marketing, Apr 27, 2023

Investigation of Factors Affecting Online Knowledge Sharing of Knowledge Training Centers in the MENA Region

Studies in business and economics, Sep 1, 2015

The study applied Unified Theory of Acceptance and Use of Technology (UTAUT) Model in the volunta... more The study applied Unified Theory of Acceptance and Use of Technology (UTAUT) Model in the voluntary context of online knowledge sharing of knowledge training centers in the MENA region. Quantitative data were collected from a sample of 296 managers. Statistical analysis of the study's model was conducted using structural equation modeling technique. Empirical investigation of the model's hypotheses has indicated that knowledge training centers managers' "intention to use" online knowledge sharing is dependent on performance expectancy and effort expectancy, while the social influence has insignificant effect on online knowledge sharing. On the other hand, knowledge training centers managers' usage behavior depends on facilitating conditions and intention to use. This study empirically validated the UTAUT model in the context of knowledge training centers in the MENA region, especially within Arab culture, which represents a group of developing countries which did not have adequate studies that could explain the usage behavior of new technology.

Predicting employee turnover using financial indicators in the pharmaceutical industry

Industrial and Commercial Training, Apr 15, 2022

PurposeThis study aimed at investigating the impact of some financial indicators (salary competit... more PurposeThis study aimed at investigating the impact of some financial indicators (salary competitiveness, employee productivity, company performance and company size), disclosed in the annual financial reports, on employee turnover in Jordanian pharmaceutical companies listed on the Amman Stock Exchange (ASE).Design/methodology/approachA longitudinal design with cross-sectional time-series (panel) data from annual financial reports of six Jordanian pharmaceutical companies, listed on the ASE for the period 2009–2018, was used to measure employees’ turnover and its precedents quantitively. The panel data of 160 observations (six companies with ten-time periods) were analyzed using STATA 15.0 to achieve study objectives.FindingsContrary to what is expected, the results showed that salary competitiveness does not affect employee turnover, and employee productivity positively affects employee turnover. In contrast, the results of this study supported the widespread belief that company performance and size negatively affect employee turnover.Research limitations/implicationsThis study does not address voluntary and mandatory turnover because it is very difficult to distinguish the two types based on financial reports. Also, other important variables (medical expenses, training expenses, etc.), which can affect employee turnover are not disclosed in the financial reports of all pharmaceutical companies due to the lack of uniform financial reporting standards.Practical implicationsPharmaceutical companies should not focus on salaries to attract and retain employees but rather provide them with a distinct set of other benefits including salaries. Also, it should try to reduce the workload of employees by increasing their number to the extent that it does not constitute an additional burden on other employees.Originality/valueThis is the first attempt, according to a literature review, to measure employee turnover and its antecedents based on financial indicators disclosed in the pharmaceutical companies’ annual financial reports.

Assessing Online Registration System’s (Ors) Success: An Application of Delone and McLean’s Model of Information Systems Success

Studies in business and economics, Mar 1, 2010

The study applied DeLone and McLean's IS success model in the mandatory context of online registr... more The study applied DeLone and McLean's IS success model in the mandatory context of online registration system (ORS) in one Jordanian university. Six dimensions were used to asses ORS success from the perspective of system users, i.e. students (information quality, system quality, service quality, user satisfaction, net benefits and intention to use). Consistent with DeLone and McLean's suggestion, the study focused on the "intention to use", rather than "use", dimension to accommodate the mandatory nature of ORS. Quantitative data was collected, through a questionnaire instrument, from a sample of 1360 undergraduate students studying in different faculties at the university. Statistical analysis of the study's model was conducted using "SmartPLS" software, version 2.0.M3. Empirical analysis has underlined the multidimensional and interdependent nature of ORS success. Furthermore, empirical examination of the model's hypotheses has indicated that students' "intention to use" ORS is dependent on system quality, service quality, user satisfaction and net benefits.

The impact of intellectual capital on financial performance of commercial banks: the mediating role of competitive advantage

International Journal of Learning and Intellectual Capital, 2023