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Article
Publication date: 13 February 2019

Iman Adeinat and Norizan Kassim

The purpose of this paper is to address the gap in the literature by extending the service profit chain (SPC) model and testing the validity of the proposed model in…

Abstract

Purpose

The purpose of this paper is to address the gap in the literature by extending the service profit chain (SPC) model and testing the validity of the proposed model in high-contact service contexts rather than by testing the key elements of the SPC in regard to a single business.

Design/methodology/approach

The study uses the exploratory factor analysis to identify a set of observables to use in representing the relationships included in the proposed extended model and employs the structural equation modeling to test the eight proposed hypothesis.

Findings

The study shows that the best-fit structural model supports the notion that employee internal service quality drives employee satisfaction that drives employee loyalty and employee productivity. In addition, employee productivity is shown as partially mediating the relationship between employee satisfaction and employee loyalty.

Practical implications

The results presented in this study have managerial implications and shed light on the importance of operational factors in the service industry, in particular high-contact services.

Originality/value

The integration of operations management and SPC still remain limited in the literature. Therefore, the study extends the SPC by integrating other operational factors, namely, employee productivity and internal service quality, and tests its validity in high contact services where the prolonged contact between the customer and the service system creates more opportunities to influence a customer’s perception of service quality.

Details

International Journal of Quality & Reliability Management, vol. 36 no. 5
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 4 May 2021

Iman Adeinat, Naseem Al Rahahleh and Tameem Al Bassam

This study aims to present a case study using a Lean Six Sigma (LSS) process to manage the Assurance of Learning (AoL) process in higher education. The case study…

Abstract

Purpose

This study aims to present a case study using a Lean Six Sigma (LSS) process to manage the Assurance of Learning (AoL) process in higher education. The case study highlights the value that LSS can bring to the higher education context in respect to making the AoL process more efficient and more effective. The article also illustrates lessons learned in relation to adopting LSS in higher education institutes (HEIs).

Design/methodology/approach

The case study presented is part of a larger undertaking implemented by the Faculty of Economics and Administration (FEA) at King Abdulaziz University in Saudi Arabia to improve its curricula for all its programs as the graduate and undergraduate level in line with the 2013 Association to Advance Collegiate Schools of Business standards. The FEA project team implemented the AoL process using an LSS methodology – define–measure–analyze–improve–control (DMAIC).

Findings

The experience of the FEA as described in the case study suggests that the DMAIC framework can be very useful in managing the AoL process. Three aspects of LSS used in the AoL context are identified as critical in ensuring that the process achieves its stated institutional goals. Firstly, it is necessary to clearly identify which team members have which areas of responsibility in relation to, for example, sponsoring, implementing, managing and monitoring the project. Secondly, the common language provided by LSS is essential to fostering collaboration among members of a cross-disciplinary team. Lastly, quantifiable priorities should be identified.

Research limitations/implications

The experience of the FEA as described in the case study suggests that the DMAIC framework can be very effective in advancing and managing the AoL process. For example, writing the project charter, mapping the process using the suppliers, inputs, process, outputs, customers model and using various LSS tools and techniques to measure and control the assessment were critical to improving the AoL process.

Practical implications

This paper provides a guide to the range of practices cited in the literature on implementing LSS in relation to AoL as a comprehensive means of assessing, evaluating and improving curriculum design and delivery. The importance of this process to accreditation is explored and recommendations are offered focused on realizing both short- and long-term benefits through the initial assessments and subsequent iterations.

Originality/value

The defining contribution of this paper to the literature is its consideration of LSS implementation in the HEI context through the development and management of the AoL process.

Details

International Journal of Quality & Reliability Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 13 November 2019

Musrrat Parveen and Iman Adeinat

Most studies focusing on the transformational leadership style present the conclusion that compared with other leadership styles tends to be associated with a lower level…

Abstract

Purpose

Most studies focusing on the transformational leadership style present the conclusion that compared with other leadership styles tends to be associated with a lower level of workplace stress experienced by employees. Yet, the literature is by no means extensive enough to put the issue of the relationship between this style of leadership and employee stress to rest. Given that this is the case, the purpose of this paper is to assess the relationship between the transformational leadership style and the work stress (WS) of employees in the banking industry. The extent to which this relationship leads to employee burnout and the extent to which WS correlates with multiple factors, such as demographic characteristics (gender, work experience and marital status), are examined in this context.

Design/methodology/approach

In total, 600 questionnaires were distributed to employees of government and non-government banks in Jeddah, Saudi Arabia, in late 2017. The final sample comprised 250 complete sets, which were used in the analysis. The questionnaire consisted of four sections: transformational dimensions, WS, burnout and demographic profile. Before the authors proceeded to test the hypotheses developed in this study, the authors performed an exploratory factor analysis on the items designed to measure transformational dimensions, WS and burnout. Next, the authors performed confirmatory factor analysis and structural equation modeling.

Findings

The results indicate that bank managers who use the transformational leadership style significantly increased the job-related stress of employees, indicating that bank managers who use a transformational leadership style increase the job-related stress of subordinate employees. However, the results in regard to the transformational leadership style show a significant though small positive effect on employee burnout, indicating that this type of leadership decreases employee burnout. Furthermore, job-related stress has a significant mediating effect in relation to the transformational leadership style and subordinate employees’ burnout. Finally, the results indicate that married status and a high level of work experience are each associated with lower job stress compared with unmarried status and a low level of work experience.

Originality/value

This research paper contributes to the literature by investigating transformational leadership in the banking industry – an industry of fundamental economic importance in Saudi Arabia and globally. The research results, unlike those reported in most other studies to date, strongly suggest that the transformational leadership style can be associated with a high level of workplace stress, thereby pointing to new conclusions about this style and its effects on the health and well-being of the majority of employees. The results of this paper should be carried forward in this research direction, as doing so has the potential to challenge and even override what have become assumptions about the positive effects of the transformational leadership style. The insights derived from this research paper, therefore, should benefit academics and practitioners who can reference the outcomes in designing programs to support the recruitment, selection and development of effective leaders in the banking sector – especially given the broader ramifications both for overall firm performance and for the well-being of the majority of the country’s employees.

Details

Leadership & Organization Development Journal, vol. 40 no. 8
Type: Research Article
ISSN: 0143-7739

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Article
Publication date: 28 May 2019

Iman Adeinat, Naseem Al Rahahleh and M. Ishaq Bhatti

The purpose of this study is to assess customers’ perceptions of Islamic banks (IBs) of customers who have used or intend to use Ijarah service to purchase a car. The…

Abstract

Purpose

The purpose of this study is to assess customers’ perceptions of Islamic banks (IBs) of customers who have used or intend to use Ijarah service to purchase a car. The study further examines the mediating role of clarity and accuracy (CAA) of service offered between customer perceptions and customer satisfaction. This paper focuses on connecting in quantitative terms customers’ perceptions of IB services to customer satisfaction by providing the first evidence of this relationship in the context of car Ijarah financing.

Design/methodology/approach

In this paper, a model is proposed to assess customers’ perceptions of the Ijarah service used by IBs to finance car purchases. The model connects customers’ perceptions to customer satisfaction with this Shariah-compliant service. The data are drawn from 300 randomly selected customers living in five major cities in Pakistan, and factor analysis and structural equation modeling are used to understand the patterns of correlation/covariance among a set of variables and to evaluate customers’ perceptions of Ijarah financing for car purchases.

Findings

The results of the study show a significant positive relationship between customers’ perceptions and customer satisfaction. In particular, the CAA of the services provided is a significant predictor of customer satisfaction. This paper finds that CAA is a partial mediator between customers’ perceptions and customer satisfaction.

Research limitations/implications

As this study is based on only one country and one simple car Ijarah financing product, the results cannot be generalized to the entire industry. Therefore, deeper research is needed in which data from other countries are used and a range of models and approaches are applied to secure knowledge about the multinational and multifactor variations of Ijarah financing.

Practical implications

In terms of their implications for IBs, the study results provide a basis for the banks to more effectively cater to their customers by improving the services offered in line with customers’ expectations and thereby increasing profitability. This investigation is much needed in academia and industry because the market share for Ijarah financing is growing and competition between IB products and conventional banking products is increasing.

Originality/value

This study presents the first endeavor to use exploratory factor analysis, confirmatory factor analysis and structural equation modeling to assess customer satisfaction in Ijarah financing using Pakistani banking clients’ data. This approach is also applicable to various IB financial products and Shariah contracts.

Details

Qualitative Research in Financial Markets, vol. 11 no. 2
Type: Research Article
ISSN: 1755-4179

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Article
Publication date: 22 January 2019

Iman M. Adeinat and Fatheia H. Abdulfatah

The purpose of this paper is to examine knowledge management interrelationships in higher education institutions and to assess the impact of the university’s culture on…

Abstract

Purpose

The purpose of this paper is to examine knowledge management interrelationships in higher education institutions and to assess the impact of the university’s culture on knowledge management processes: creation, dissemination, exchange and application.

Design/methodology/approach

The proposed model establishes the relationships between organizational culture (OC) and knowledge management processes in a single framework. The study used the organizational culture assessment instrument to determine the culture type and used structural equation modeling to assess the underlying relationships between knowledge management process and OC.

Findings

The results of the factor analysis used in this study suggest that adhocracy organizational culture, in which an organization is characterized by emphasis on individual initiative and employee empowerment, may not necessarily affect all knowledge management processes equally. In particular, an organization’s culture principally influences the knowledge creation process, followed by knowledge exchange, in a public university setting.

Originality/value

The study provides a comprehensive outlook on the effect of adhocracy culture in higher education on the knowledge management process through the lens of one cultural context. In addition, this is the first study that explores the OC effect on knowledge management process in a Saudi public university.

Details

VINE Journal of Information and Knowledge Management Systems, vol. 49 no. 1
Type: Research Article
ISSN: 2059-5891

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Article
Publication date: 8 February 2016

Naseem Al Rahahleh, Iman Adeinat and Ishaq Bhatti

The purpose of this paper is to understand the controversial issue of whether stock returns and idiosyncratic risks are related positively or negatively in case of…

Abstract

Purpose

The purpose of this paper is to understand the controversial issue of whether stock returns and idiosyncratic risks are related positively or negatively in case of Singaporean ethically poor screened stocks.

Design/methodology/approach

To achieve the major objectives of this paper, it uses a multiple regression to explore the relationship between expected stock returns and idiosyncratic risk. The paper replicates the Lee and Faff’s (2009) three-factor capital asset-pricing model (CAPM) model in creating the six size/book-to-market portfolios from which it constructs the small minus big (SMB) and high minus low (HML) portfolios that capture the size and book-to-market equity factors, respectively.

Findings

The basic finding of the paper is that there is a strong relation between idiosyncratic risk and the expected stock returns. In more details, we observe that the portfolio of stocks with the highest idiosyncratic volatility generates higher average returns (4.36 per cent) than the portfolio of stocks with the lowest idiosyncratic volatility (0.79 per cent) over the sample period. The paper observes that the stock’s idiosyncratic volatility is inversely correlated with the size of the underlying firm. Moreover, there is a pattern of relationships nearer the periods of financial crises: Asian and global financial crises.

Research limitations/implications

This paper uses only a three-factor model on a single country. So it cannot be generalized to a multi-country level in the Association of Southeast Asian Nations (ASEAN) region, as the structure of each member country is different.

Practical implications

This paper provides guidelines for policymakers and foreign investors in Singapore about the relationship. This research can also be extended to other ASEAN countries to understand this puzzle.

Social implications

Ethically sensitive and faithful investors with small investment can benefit from the findings of this paper.

Originality/value

The work reported in this paper is original, unpublished and is also not under consideration for publication elsewhere.

Details

Humanomics, vol. 32 no. 1
Type: Research Article
ISSN: 0828-8666

Keywords

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