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The impact of service excellence and service innovation on organisational reputation: quantitative evidence from Jordanian public sector

Shaker A. Aladwan (Department of Public Administration, Yarmouk University, Irbid, Jordan)
Sajeda I. Alshami (Yarmouk University, Irbid, Jordan)

The TQM Journal

ISSN: 1754-2731

Article publication date: 20 January 2021

Issue publication date: 28 October 2021

1041

Abstract

Purpose

The aim of this paper is the identification of the impacts that innovation and service excellence have upon organisational reputation within public sector organisations in Jordan.

Design/methodology/approach

An approach was adopted that was quantitative with a questionnaire designed that was to be self-administrated for the primary data collection. In total, there was distribution of 600 questionnaires from which 556 were retrieved with a high rate of response (92.7%).

Findings

Through analysis of the data, several findings were revealed by the study, including that innovation was the factor with the most influence (beta = 0.81) upon organisational reputation within the public sector in Jordan compared to the factor for service excellence (beta = 0.54).

Practical implications

The research has several potential implications for theory and management for those making decisions and policies within public administration such as in relation to enhancement of innovation strategy application for improving the reputations of organisations within the public sector. Furthermore, the paper fills a gap within the theory of organisational reputation and within the literature generally, especially in the context of public administration.

Originality/value

In regard to value and originality of this paper, it can be considered the first of its type for the public sector in Jordan, and perhaps the Arab region as a whole, that has examined the impacts that innovation and service excellence have upon organisational reputation within the context of public administration.

Keywords

Citation

Aladwan, S.A. and Alshami, S.I. (2021), "The impact of service excellence and service innovation on organisational reputation: quantitative evidence from Jordanian public sector", The TQM Journal, Vol. 33 No. 6, pp. 1544-1560. https://doi.org/10.1108/TQM-05-2020-0117

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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