The relationship evolutionary process change practices, role stressor and internal customer satisfaction in Jordan’s telecommunication companies
This study investigates the moderating effect of the role stressor on the relationship between evolutionary process change (EPC) practice factors (leadership change, behavioural change, structural change, technological change, and cultural change) and internal customer satisfaction (ICS). Self-repo...
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| Format: | Thesis |
| Language: | eng eng |
| Published: |
2014
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| Subjects: | |
| Online Access: | https://etd.uum.edu.my/4928/1/s91523.pdf https://etd.uum.edu.my/4928/2/s91523_abstract.pdf |
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| Summary: | This study investigates the moderating effect of the role stressor on the relationship between evolutionary process change (EPC) practice factors (leadership change, behavioural change, structural change, technological change, and cultural change) and
internal customer satisfaction (ICS). Self-reported surveys were carried out among 354
respondents from three telecommunication companies in Jordan. Both multiple and a
three-step hierarchical regression analysis were used to test the hypotheses. Overall,
the findings revealed that leadership change, behavioural change, structural change,
technological change, and cultural change are significant predictors of internal customer satisfaction. However, mixed results were found on the moderating role of the role stressors. While the study found support for the moderating effect of role conflict on the relationship between structural change and technological change on internal customer satisfaction, role ambiguity moderated only the relationship between cultural change and internal customer satisfaction. The study contributes to the body of knowledge by providing insight into the key factors that affect internal customer satisfaction. It also provides additional insight into the moderating role of the role stressor, in particular role conflict and role ambiguity, in enhancing internal customer satisfaction in the telecommunication industry. The study also highlights the limitations and offers recommendations for future research |
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