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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.

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.

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.

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.

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.

In recent years, the trend toward entrepreneurship in the emerging ecosystem has grown such that it has become an important driver of economic growth and prosperity. Against this background, the purpose of this study is to examine the impact of several personal, cultural and social antecedents on female students’ intentions to become entrepreneurs.

A structural model is used to assess the entrepreneurial intentions of 740 female students enrolled in private and public universities in Saudi Arabia. Through exploratory factor analysis, a set of observables is identified to represent the relationships in the conceptual model, whereas structural equation modeling is used to test the main hypotheses proposed in the study.

Antecedents of entrepreneurial intention were explored based on the theory of planned behavior. The paper extends this theory by incorporating two additional antecedents, namely, university support and fear of failure. The construct of university support was found to have a significant effect on perceived behavioral control, which, in turn, had a positive impact on the entrepreneurial intentions of female students. Further, the multi-group analysis showed no significant difference between female students’ entrepreneurial intentions in relation to where they were enrolled, i.e. public vs a private university.

Given the relevance of our research to the employment market, this study contributes to efforts to realize Saudi Vision 2030. The results constitute valuable information for policymakers in terms of suggesting steps that can be taken to maximize this population’s contributions to the country’s economy, particularly in regard to the educational opportunities that can support entrepreneurship.

Although the literature includes a wide range of studies addressing university students’ entrepreneurship intentions, only a few address the antecedents involved in decisions to pursue entrepreneurship on the part of students in disciplines other than business. Further, despite Saudi Arabia’s new orientation toward empowering women, considerations of entrepreneurship on the part of Saudi women are almost entirely absent from the literature. To that end, this study provides a much-needed analysis of the extent to which female students in Saudi Arabia at public and private universities intend to become entrepreneurs.

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.

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.

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.

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.

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).

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).

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.

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.

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.

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.

The purpose of this study is to explore the factors that affect the adoption of radio frequency identification (RFID) technology in Saudi Arabia’s logistics services industry. The specific focus is the influence of key variables in multiple domains: technology (complexity and compatibility); organization (top management support, firm size, quality of human capital and integration of supply chain strategy); and environment (information intensity, competitive pressure, trading partner pressure and regulatory pressure).

Data were obtained by distributing a survey instrument to a target sample of 459 Saudi logistics company employees whose positions meant they were well placed to explain the operations and technologies used in their organizations. In total, 459 useable responses were received, which also constituted the final sample for the analysis. The survey was validated using confirmatory factor analysis, and the study hypothesis was tested using binary logistic regression.

Of the firms represented in the data collected, 70% had not adopted RFID technology. Cost issues, technical issues and lack of industry standards were identified as the main factors hindering the decision to adopt RFID. The results of the binary logistic regression show that top management support, quality of human capital, firm size and trading partner pressure are the variables that most influence whether or not a firm adopts RFID technology.

According to the analysis, it is imperative that the industry adopt RFID given that this technology can provide strategic and operational advantages. Based on the findings, small and medium enterprises in the logistics services industry require governmental support in terms of providing funding, training and a supportive regulatory environment. Support of this nature would encourage logistics services companies to adopt new technology and move toward applying the global standards developed in the industry to date. Finally, in order to execute a clear and complete strategy across the supply chain, companies must collaborate with trading partners in implementing RFID.

The body of research on emerging markets does not include any empirical studies focused on the adoption of new technologies and innovation in the supply chain. Although researchers discuss applications of technologies in operational and supply chain processes across multiple industries, most of the published research on RFID technology focuses on European and North American contexts. This study is, therefore, much needed for its fundamental contribution to identifying and understanding the factors that affect RFID adoption decisions in emerging markets.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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