Mohammad Taamneh

Bio: Mohammad Taamneh is an academic researcher from Yarmouk University. The author has contributed to research in topics: Public policy & Higher education. The author has an hindex of 3, co-authored 6 publications receiving 15 citations. Previous affiliations of Mohammad Taamneh include Jadara University.

Human resources practices and job satisfaction on customer satisfaction: The mediating role of quality of customer interaction in online call center

Abstract: The frequently discussed topic of job satisfaction is not new in the field of organizational behavior research. Job satisfaction is related to customer satisfaction; however, there is a scarcity of empirical evidence regarding this link. The current piece of research examines the said relationship in the context of the online call center. In addition, this study investigates the effect of human resources (HR) practices on job satisfaction within the online call center context. The sample of the study consists of 275 employees who were working as an online call center. SMARTPLS 3 was used to analyze the data. The findings of the study indicated a positive relationship between HR practices with job satisfaction. Furthermore, a positive impact of job satisfaction on customer satisfaction is observed. The mediation of customer interaction quality is also found to be significant in the relationship between job satisfaction and customer satisfaction.

Talent management and academic context: a comparative study of public and private universities

Abstract: The aims of this research are to present a comprehensive and holistic view of talent management (TM) at universities by exploring the current practices of TM among private and public universities in Jordan and make a comparison between the two sectors in regard to how they recruit, retain, train and develop, and measure the performance of talented people. Moreover, the practice of recruitment and selection, or so-called reflective or process-oriented practices, has given special attention to see how both public and private universities differ in regard to this process in particular.,A structured questionnaire was utilized to elicit responses from participants on five selected constructs, recruitment and selection reflective or process-oriented practices, retention, training and development, and performance management. A convenient sampling approach was used to source participants for the study. The data has been analyzed, structured and organized utilizing SPSS software to analyze the results. Frequency tests have been used to test the demographic variables. Descriptive analysis was used to check the standard deviation and mean for total items. The reliability, discriminate validity, convergent validity and correlation matrix of all the questions have been tested using various methods. Moreover, exploratory (EFA) and confirmatory (CFA) tests were performed. For testing the hypothesis and to examine whether or not there is a significant difference in TM practices between public and private universities in Jordan, independent sample t-tests have been employed.,The results show that the means of TM practices differ slightly between public and private universities. The public universities demonstrate a higher level of TM practices compared to private universities in all practices except that of performance management. However, while there are visible differences in TM practices between public and private universities, these differences were not statistically significant. On the other hand, we revealed a significant difference in the reflective or process-oriented practices between public and private universities. The results show that HR departments in public universities are more likely to have less power in performing the recruitment and selection processes as compared to private universities. We also compared the extent to which elite academics in public universities select candidates congruent with their own personal and scientific preferences to the extent their counterparts do so in private universities and the results indicate that this practice differs significantly between public and private universities being far more common in private universities. Finally, we compared the practice of academic talents being recruited through informal networks of scouts between private and public universities. The results show a slight and insignificant difference between private and public universities concerning this practice.,This study is built on the concept of “new managerialism” in higher education, which supports collaboration between HRM professionals and academics to enhance TM practices. This research contributes to the body of knowledge by combining “reflective or process-oriented practices” with other TM practices in an attempt to make a comparison of public and private institutions’ practices and provide a more comprehensive view of the TM process. However, the overwhelming majority of study on TM has been carried out in Western countries, with limited attention paid to non-Western contexts. Even though this growing body of research has advanced our theoretical and empirical knowledge of TM, there is still a need to comprehend TM practices in the rest of the globe, particularly when one considers the cultural and institutional disparities that exist between countries. Moreover, according to the researcher’s best knowledge, no previous studies have compared public and private universities regarding talent management, and it would be of great importance to investigate the implementation of TM practices in this vital sector.

The effect of administrators' work-related ethics on practicing human resource management functions at Jordanian universities

Abstract: Ethical conduct in the workplace is determined by a range of factors, among them ethical standards established in organisations, and organisational culture. Studies show that organisations where leaders are perceived to have poor behavioural integrity and ethical conduct are not successful. This study aimed to evaluate work-related ethics and its effect on HRM functions among administrators in Jordanian universities. A survey of 337 university administrators revealed high levels of ethical conduct in hiring and performance evaluation, where administrator's engagement was driven by fairness and integrity for hiring, independence and objectivity. For performance evaluation, we believe that cultural environment may had an influence of the work related ethical conduct of the administrators.

Challenges facing local government in Jordan and strategies to address them

Abstract: Local governments play an important role in the economic and social development of local services provided to localities. In Jordan, local governments face problems and challenges that impede this development. The purpose of this descriptive study is to investigate the magnitude of challenges faced by local governments using a random sample (251) of mayors and heads of provincial governorates. Qualitative methods with a purposive sample employing twenty in-depth face-to-face interviews were conducted to identify the major challenges. After analyzing data using the SPSS, the study pointed out that the lack of financial resources and the lack of independence of local government in managing local funding is another major challenge. The study revealed that environmental protection was the biggest challenge. Responsiveness and public participation are other challenges faced by local governments. Based on the study results, the recommendation and provision of centralized technical assistance are required to maintain environmental protection. However, capacity building for local employees is a must. The critical financial position of local governments needs to be addressed by re- evaluating the share of funds allocated to local units.

Service profit chain

Abstract: Imagine that you get such certain awesome experience and knowledge by only reading a book. How can? It seems to be greater when a book can be the best thing to discover. Books now will appear in printed and soft file collection. One of them is this book service profit chain. It is so usual with the printed books. However, many people sometimes have no space to bring the book for them; this is why they can't read the book wherever they want.

The loyalty effect

Abstract: Authors: Oskar Bill, Alexander Jondell Supervisors: Carl-Henric Nilsson Associate Professor Lund University ¬ School of Economics and Management Department of Business Administration Charlotta Johansson Associate Professor Lund University ¬ Faculty of Engineering Department of Automatic Control Purpose: The purpose is to predict customer loyalty by utilising big data. This will be done by combining two models: The American Customer Satisfaction Index (ACSI) and the Net Promoter Score (NPS) using the benefits of each model, the cause and effect relationship in ACSI and the simple survey methodology in NPS. The findings are aimed to facilitate a work method enabling companies to use big data in order to predict customer loyalty to be able to pro-actively work with detracting customers and to grow future profits. Method: The methodology had both a quantitative and qualitative approach. By deducting a model from a theoretical analysis a linear relationship was derived between ACSI and NPS. The drivers of loyalty was then developed from a qualitative analysis and tested through a quantitative analysis of the relationships in the model. Findings: A relationship between the NPS and the ACSI was possible to prove. However, it was not possible to predict customer loyalty since the drivers of loyalty could not be explained with the available data and further research is therefore needed.

An Empirical Investigation of Reasons Influencing Student Acceptance and Rejection of Mobile Learning Apps Usage

Abstract: Sustainable learning and education (SLE) is a relatively new ideology based on sustainability principles and developed in response to the United Nations’ recently proclaimed Sustainable Development Goals (SDGs). As a result, technologies should be adopted to equip educational institutions with the tools necessary to attain SLE. Recently, the coronavirus (COVID-19) pandemic has affected educational systems globally, leading them to embrace more innovative technological methods to meet academic demands while maintaining SLE principles. Mobile learning apps (MLA) refers to using the unique capabilities of mobile apps to engage and collaborate towards establishing robust online learning. However, the effectiveness of MLA depends on learners’ acceptance. Therefore, the purpose of this study is to investigate the factors that could affect MLA acceptance. In order to analyze the collected data from 415 Jordanian students among schools and universities, structural equation modeling (SEM) was used. The empirical findings confirm that perceived usefulness and perceived ease of use are significantly influenced by self-efficacy and perceived compatibility. Furthermore, perceived usefulness is significantly influenced by perceived convenience and perceived ease of use. Additionally, perceived enjoyment significantly influences the behavioral intention to use MLA. On the other hand, perceived compatibility has no significant influence on perceived enjoyment. Finally, perceived ease of use, perceived usefulness, and perceived compatibility have no significant effect on behavioral intention to use MLA. This study addresses a critical research gap in the distance learning acceptance literature by proposing an exhaustive model in the post-COVID-19 era that can help to improve students’ performance and outcomes in Jordanian schools and universities.

Administrative Decentralization: The Transfer of Competency from The Ministry of Education to General Directorates

Abstract: Decentralization refers to a societal pattern whereby power and authority exist and are exercised by local or subordinate bodies having some degree of self-direction. Decentralization is a complicated multifaceted concept; it has many different aspects or features which make it special. The researchers used questionnaire to find out the results of this research, the questionnaire was conducted at Ministry of Education. The researchers distributed 80 questionnaires at the above-mentioned location; however, the researchers received 64 questionnaires being fulfilled properly. Findings revealed that decentralized governance must become part of the overall enabling environment in the decentralization reforms processes and programmed in all countries; Decentralized governance cannot be useful mechanism for enhanced and efficient service delivery, without well trained, professional and qualified local government staff; and efficiency is of enormous importance for a successful delivering of public services. Quick and cost-effective service delivery is core element for efficient delivering.

Twenty Years of Mobile Banking Services Development and Sustainability: A Bibliometric Analysis Overview (2000–2020)

Abstract: The current paper aims to analyze the keywords related to mobile banking (otherwise known as m-banking) issues by focusing on its development from 2000 to 2020, of which the first publication about this issue appeared in the Scopus database. This paper explored and analyzed 1206 research papers using the Scopus database. Bibliometric analysis and content analysis had been conducted through Excel and VOS viewer software to obtain the results. In addition, the findings of this paper reveal that the universal trends and increased production at a global level led to many changes, and the most rampant topic associated with m-banking in most periods is mobile telecommunication systems. By showcasing the creation of the key terms in m-banking, it was possible to identify significant changes in the development of the field’s key terminologies. Therefore, it is important to follow up on the development in future decades, particularly how the recent universal occurrences have influenced the changes in m-banking use at a global level. Moreover, the present study makes a significant contribution to the literature by providing a framework for future research. The framework provides opportunities for researchers to explore the research streams in future research. Finally, the current paper is the first of its kind in its method of contribution, ad according to the research databases (Scopus, Google Scholar, etc.), no work was witnessed in the published literature covering m-banking in a detailed and comprehensive multi-period manner and in such an applied method. In addition, the current paper fills this gap by conducting a bibliometric analysis and content analysis.