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The purpose of this paper is to investigate the effect of service quality on graduates’ satisfaction as perceived by Middle East University (MEU) graduates.

This research is cross-sectional and aims to explore the effect of service quality dimensions (academic staff, administration, classrooms and library services) on graduates’ satisfaction. Data were collected from 399 graduates. After confirming validity, reliability and normality of the data, and the correlation between variables, multiple regressions were used to test the hypothesis.

The results show that all service quality dimensions are highly implemented by the MEU. The relationships between all service quality dimensions and graduates’ satisfaction are strong. Finally, results show that all service quality dimensions affect graduates’ satisfaction.

To generalize the results of this research, further studies are recommended to be carried out on other universities especially in Jordan. Testing the perception and satisfaction of other universities, stakeholders will help to improve service quality and to gain suitable competitive strategies.

Service quality is a key driver for universities’ sustainable competitive advantage; therefore, dimensions of service quality should be included within universities plan, strategies and daily activities.

Considering service quality in higher education improves countries’ economic development, quality of life and well-being. All corporate social responsibility pillars (social, economic, environmental responsibilities and national and international regulation and norms) should be adapted and adopted within services quality systems and programs.

Most of previous studies were carried out to test the students’ perception while this research is dedicated to explore graduates’ perception regarding service quality offered by the MEU.

The purpose of this study is to investigate the effect of implementing corporate social responsibility (CSR) initiatives (social responsibility, economic responsibility and environmental responsibility) on Jordanian Pharmaceutical Manufacturing (JPM) industry’s business performance.

This study follows a quantitative descriptive design. The data were collected from 116 managers working at seven JPM organizations by questionnaire. After confirming validity and reliability of the tool, the statistical analysis means, standard deviations and t-values were used to test implementation and finally multiple regressions were used to test the hypothesis.

Results show that there are relationships between CSR variables, and all the three variables are strongly related to business performance. The results also indicate that the three sub-variables together affect JPM industry’s business performance. The environmental responsibility has the highest effect on JPM industry’s business performance, followed by the economic responsibility, and then the social responsibility.

This study was directed toward pharmaceutical industry in Jordan. Generalizing the results to other industries and countries is questionable. Therefore, further research on other industries and countries will help mitigate the issue of generalizing conclusions.

CSR should be formulated clearly within JPM corporate strategy. The elements of CSR need to be integrated with the present performance management criteria, leadership development programs and organizational development programs, and a champion for CSR needs to be assigned.

The CSR initiatives should be derived from local culture and match with international initiatives because CSR is the responsibility of every person.

Still the topic of CSR is not well implemented and does not have priority by Jordanian companies; therefore, this study may be considered as one of the few studies dedicated to study this topic and create awareness about it in Jordan.

Supply chain control tower (SCCT) has emerged as a new tool for SC management. Therefore, this study aims to investigate the impact of SCCT on the competitive advantage of the Jordanian Pharmaceutical Manufacturing (JPM) Organizations.

To actualize this study, the data are collected from 132 managers working at JPM Organizations by questionnaire. After confirming the normality, validity and reliability of the tool, descriptive analysis carried out, and the correlation between variables checked. Finally, the impact tested by multiple regressions.

The results show that the JPM organizations implement both SCCT elements and competitive advantage dimensions. Results show that there is a strong correlation among SCCT elements, among competitive advantage dimensions and between SCCT and competitive advantage. Finally, results indicate that SCCT has a significant positive effect on the total competitive advantage. SCCT affects quality, cost, reliability and responsiveness respectively; however, it does not have a significant effect on innovation.

The current study conducted on JPM Organizations. Therefore, to check results generalizability, it is recommended to conduct such research on other industries and countries.

Managers should apply SCCT, because it provides real-time information, which is visible to all partners. Therefore, SCCT has to be included within organizations’ vision, mission, strategies and implemented in daily practices.

SCCT helps to improve quality and reduce cost, which enhances the quality of life and society welfare.

This study may be considered as one of the few studies that tackle the issue of SCCT in pharmaceutical industry.

This study aims to investigate the effect of Lean Six Sigma elements on the Jordanian Pharmaceutical Manufacturing organizations’ business performance.

Data were collected from 120 managers out of about 300 managers by means of questionnaire. After confirming normality, validity and reliability of the study tool, correlation analysis was carried out, and then multiple regressions were used to test the hypotheses.

The results show that there is an agreement on high implementation of Lean Six Sigma variables among Jordanian Pharmaceutical Manufacturing organizations; there are strong relationships among Lean Six Sigma variables, except between non-utilized talent and transportation; there are strong relationships between Lean Six Sigma variables and business performance. All Lean Six Sigma variables have effect on business performance, except extra processing and waiting time.

This study was carried out on the pharmaceutical industry in Jordan, generalizing results of one industry and/or one country to other industries and/or countries may be questionable. Extending the analyses to other industries and countries represents future research opportunities.

Implementing Lean Six Sigma variables in all Jordanian Pharmaceutical Manufacturing organizations can improve their business performance; also, it can be applied to other manufacturing industry.

The aim of all organizations is to reduce waste, which leads to reserve the natural resources, which is considered as a corporate social responsibility.

Only few studies related to Lean or Six Sigma have been carried out in pharmaceutical industry in Jordan. Therefore, this study might be considered as an initiative study, which studies the effect of both Lean and Six Sigma on pharmaceutical industry in Jordan.

The purpose of the study is to investigate the influence of direct-to-consumer advertising (DTCA) on consumers’ decision-making (CDM).

Practical data were used in the empirical analysis collected from 484 consumer surveyed by means of a questionnaire. Statistical techniques such as descriptive statistics, correlation, simple and multiple regressions were employed. A Cronbach’s alpha was used to confirm the suitability of the data collection instrument.

The results of the study indicated a positive significant relationship between DTCA and CDM. The results indicated that there was significant impact of healthcare awareness on CDM, but there were no significant impacts of drug–drug interactions, medical information source and consumer economical situation on CDM.

The data are also limited to a Jordanian market; therefore, generalizing results of a Jordanian setting to other countries may be questionable. Extending the analyses to other settings represent future research opportunities.

The current research may be considered as an initiative study that highlights the effect of DTCA on CDM in Jordan and in the Arab world. The results can provide the reference for further research about the relationship between DTCA and CDM.

The purpose of this study is to empirically test the relationship between intellectual capital (i.e. human capital, structural capital, relational capital) and business performance within the pharmaceutical sector of Jordan.

A valid research instrument was utilized to conduct a survey of 132 top‐ and middle‐level managers from all 15 members of the Jordanian Association of Pharmaceutical Manufacturers.

A correlation and path analysis were conducted to ascertain the validity of the measures and models. Statistical support was found for the hypothesized relationships.

The findings offer valuable insights on the generalizability of intellectual capital in a novel research setting.

Intellectual capital measurement is of primary interest for senior executives of pharmaceutical firms in Jordan.

The research reported is among only a few to investigate the issue of intellectual capital in Egypt and the first to study pharmaceutical firms.