The aim of the study is to use the analytic hierarchy process (AHP) technique to identify and rank the factors affecting customer satisfaction with mobile payment services in the Jordanian market, where little research has been done on post-adoption behaviour. By gathering data from experts and analyzing the results, the study seeks to determine the relative importance of various factors, such as app quality, cost, trust, and social influence, in shaping customer satisfaction.The literature is rich with studies on the adoption of mobile payment services in developing countries. However, little attention has been paid to post-adoption behaviours, such as customer satisfaction. Additionally, the use of multi-criteria decision-making techniques, such as AHP, to rank factors affecting mobile payment service satisfaction is rare. Our literature search identified 17 factors, and we gathered data from 12 experts, which was sufficient for the AHP technique. The results revealed that app quality was the most critical factor affecting satisfaction, followed by cost, usefulness, trust, information risk, security, social influence, ease of use, performance, credibility, privacy, reliability, responsiveness, customer attitude, confidentiality, assurance, and feedback mechanism.

Asaad Alsakarneh , Shehadeh Mofleh Al-Gharaibeh , Abdelwahhab Allozi, Hisham Ali Shatnawi, Wael Bash

Journal: Corporate and Business Strategy Review

This study aimed to examine the influence of talent management practices (recruitment and selection, training and development, rewards and compensation) on employee retention and employee performance in Jordanian service organizations. A questionnaire was adopted and distributed among the employees in the service organizations in Jordan; the study’s respondents were 267 employees from service organizations (telecommunication firms, banks, and tourism firms). SmartPLS 3 was used to analyze the data and to examine the measurement and structural models. The findings of the study indicated that rewards and compensation significantly and positively affected employee performance (t = 2.558) and employee retention (t = 5.336). Similarly, recruitment and selection significantly and positively influenced employee performance (t = 2.208) and employee retention (t = 5.822). Training and development also significantly and positively affected employee performance (t = 2.288) and employee retention (t = 2.699). The results suggest that implementing talent management practices (recruitment and selection, training and development, and rewards and compensation) can improve employee retention and performance in Jordanian service organizations.

Asaad Alsakarneh , Shehadeh Mofleh Al-gharaibeh , Abdelwahhab Issa Allozi , Hayel Tallga Ababneh, Bi

Journal: Problems and Perspectives in Management

The lack of clarity related to the concept of emotional labor has impeded its development regardless of the conspicuous importance of emotional labor for the external and internal environments which include the employees, organizations, structure, operations, and clients. Thus, this research aims to highlight the connection between emotional labor and its impact on employee performance. This study is concerned with the employeesin the services sector in the period between January 2011 and June 2022 and included a total of 21 articles. In general, this review found that emotional labor can result in positive results for the business, as enhancing workers’ satisfaction as well as performance, on the other hand, burnout and poor job performance when people are compelled to express emotions differently than their own, the findings were highlighting the consistent connection between surface acting (SA) and employee performance. Nonetheless, the findings of deep acting(DA) and the employee’s performance were blended (Çağlıyan et al., 2013; Alsakarneh et al., 2019). Searches were conducted using ProQuest, EBSCO, Emerald Insight, PsycINFO, Science Direct, and Google Scholar. The research team systematically reviewed each article and relative reports, eliminating those not relevant to the review.

Asaad Alsakarneh ،Bilal Sakarneh ،Mohammad T. Bataineh ،Baha Aldeen Mohammad Fraihat ،Maher Nawasra

Journal: Corporate Governance and Organizational Behavior Review

This study aims to investigate the impact of management ethics (good governance, employees rehabilitation,employees’ interests management, justice, employees’ abilities development, and informal organizationsmanagement) on organizational loyalty of the employees of The Senate in Jordan. Results indicated that there isa commitment of management ethics in all of its dimensions, except for informal organizations management.Results, also, concluded that there is an impact of management ethics on respondents’ organizational loyalty inall of its dimensions, with the exception for the informal organizations management.Keywords: Management Ethics, Organizational Loyalty, Good Governence, justice, employees rehabilitation,employees’ interests management, employees’ abilities development, informal organizations management

Journal: European Journal of Business and Management

This study aimed to trace the development of the implementation of knowledge management initiatives in thepublic sector institutions in Jordan. The study was compared with precedent study had been conducted in 2004.The results showed there is very little progress in knowledge management utilization in the Jordaniangovernment institutions compared to 2004. Also, the study suggested a set of recommendations to enhance theutilization of knowledge management in the Jordanian government institutions.Keywords: Knowledge Management (KM), Knowledge Creation, Knowledge Transfer and Sharing, KnowledgeUtilization, Implicit Knowledge, Explicit Knowledge, Public sector, Jordan

Journal: Information and Knowledge Management

This study is aimed to investigate the impact of social capital on the knowledge sharing process in the public sector in Jordan. The components of social capital (social participation, values, and trust) do impact public sector institutions in Jordan. The institutions of the public sector in Jordan practice knowledge sharing to some degree. Finally, the research shed light on the impact of social capital on the knowledge sharing process to varying degrees, according to personal and functional variables.

Haitham Ali Hijazi; Hanadi Salameh

Journal: Information and Knowledge Management

Abstract: The goal of this paper is to study the relationship between knowledge management (knowledge creation and knowledge sharing) and the five characteristics of entrepreneurial organization related to agility, sustainability of organizational values, simplicity of organizational structure, and innovation freedom. In addition, the study analyzes the moderating impact of entrepreneurial styles (Gambler, Dreamer, Entrepreneur, and Consolidator) on the relationship between knowledge management and organizational characteristics. The independent variable of the study is knowledge management with its two sub variables related to knowledge creation and knowledge sharing. The dependent variable is the characteristics of entrepreneurial organization with its four dimensions. The moderator variable is the entrepreneurial styles. The results of the study revealed that there is no direct impact of knowledge management practices as a whole in terms of knowledge creation and knowledge sharing on the characteristics of entrepreneurial organization as a whole. On the other hand, it was evident from the results of the study that there is an impact of knowledge sharing only on the sustainability of organizational values, the simplicity of organizational structure, and organizational creativity freedom; knowledge creation however, did not have any impact on sustainability of organizational values or simplicity of organizational structure. In terms of the moderating impact of entrepreneurial styles, it was evident that there is an indirect effect of knowledge management practices in terms of knowledge creation and knowledge sharing on the characteristics of entrepreneurial organization in the presence of only the entrepreneur style. On the other side, there was no indirect effect of knowledge management practices in terms of knowledge creation and knowledge sharing on the characteristics of entrepreneurial organization in the presence of gambler, consolidator or dreamer entrepreneurial styles.

Haitham Ali Hijazi

Journal: International Journal of Small Business and Entrepreneurship Research

This study aims to investigate the impact of the applying of good governance principles on job satisfaction among employees working in the public sector in Jordan. The study population consisted of all public sector employees who are subject to the Civil Service Code (219,000 employees), where the analysis and sampling unit included all job titles. The study sample size was 384 employees, with 315 returned questionnaires, and 308 questionnaires analyzed after excluding the questionnaires that are not suitable for analysis. The study found a statistically significant impact of applying good governance principles collectively (transparency, justice and equality, accountability, participation, and integrity) in each dimension of job satisfaction separately (salaries and compensations, direct supervision, training programs, promotions, and performance evaluation) to varying degrees. The results showed a statistically significant effect of applying good governance principles on job satisfaction among employees in the public sector in Jordan.

Journal: Open Journal of Business and Management (OJBM)

This study aimed to identify the impact of human resources management practices on job burnout among faculty members of various academic ranks working in public and private universities in Jordan, as well as knowing the percentage of faculty members who would like to leave their universities if they had the opportunity to work in another university. (305) questionnaires were analyzed out of (375) distributed ones, forming the study sample. The study found that the overall level of human resources management practices and the overall level of job burnout feeling were moderate. And those human resources management practices has an impact on the feeling of job burnout among faculty members. The results also showed that job burnout among faculty members in private universities is slightly higher than their counterparts in public universities. The study revealed that (50.5%) of the respondents will consider leaving their universities if they had the opportunity to work in another university, because of their job burnout feeling due to human resources management practices applied in their universities. The study highly recommended the development and improvement of human resources management practices in Jordanian public and private universities.

Journal: International Journal of Academic Research in Business and Social Sciences

This study aimed to determine whether there is a relationship between the level of e-learning during the Coronavirus pandemic and job burnout among faculty members in public and private universities in Jordan, to improve the e-learning experience and make it reach the best possible levels to avoid the increased feeling of burnout among faculty members. The study population consisted of all faculty members working in Jordanian public and private universities for the year 2021, and their number is approximately (11,400) members. The unit of analysis included all academic ranks operating within the mentioned universities (Professor, Associate Professor, Assistant Professor, Lecturer). A stratified Random Sample was calculated using the university variable at 6%, which is considered an appropriate proportion to represent the study population. The sample size reached 684 faculty members and a study tool (questionnaire) was distributed electronically among them. (580) questionnaires were retrieved from the sample members and (55) were excluded because they were not suitable for analysis. Therefore, the final number of questionnaires that are suitable for statistical analysis is (525) questionnaires. The study found that the level of e-learning, as well as the level of burnout, were moderate among faculty members in public and private universities in Jordan. Also, the study found that the sample members' perspective of the e-learning level was similar in most of the variables except for the type of university variable (public or private), as well as for the job burnout variable, where it was similar towards most variables except for the variable of academic rank. The study concluded that there is a negative correlation with a statistical significance between the level of e-learning and the level of job burnout among the study sample, in addition to the existence of a negative correlation between all areas of e-learning and all areas of job burnout.

Journal: International Journal of Academic Research in Business and Social Sciences