The relationship evolutionary process change practices, role stressor and internal customer satisfaction in Jordan’s telecommunication companies

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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Main Author: Al-Sardia, Sattam Jum’ah Falah
Format: Thesis
Language:eng
eng
Published: 2014
Subjects:
HF5549-5549.5 Personnel Management
Employment
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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institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Ahmad, Hartini
topic HF5549-5549.5 Personnel Management
Employment
spellingShingle HF5549-5549.5 Personnel Management
Employment
Al-Sardia, Sattam Jum’ah Falah
The relationship evolutionary process change practices, role stressor and internal customer satisfaction in Jordan’s telecommunication companies
description 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
format Thesis
qualification_name Ph.D.
qualification_level Doctorate
author Al-Sardia, Sattam Jum’ah Falah
author_facet Al-Sardia, Sattam Jum’ah Falah
author_sort Al-Sardia, Sattam Jum’ah Falah
title The relationship evolutionary process change practices, role stressor and internal customer satisfaction in Jordan’s telecommunication companies
title_short The relationship evolutionary process change practices, role stressor and internal customer satisfaction in Jordan’s telecommunication companies
title_full The relationship evolutionary process change practices, role stressor and internal customer satisfaction in Jordan’s telecommunication companies
title_fullStr The relationship evolutionary process change practices, role stressor and internal customer satisfaction in Jordan’s telecommunication companies
title_full_unstemmed The relationship evolutionary process change practices, role stressor and internal customer satisfaction in Jordan’s telecommunication companies
title_sort relationship evolutionary process change practices, role stressor and internal customer satisfaction in jordan’s telecommunication companies
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2014
url https://etd.uum.edu.my/4928/1/s91523.pdf
https://etd.uum.edu.my/4928/2/s91523_abstract.pdf
_version_ 1747827830960422912
spelling my-uum-etd.49282022-04-09T23:44:26Z The relationship evolutionary process change practices, role stressor and internal customer satisfaction in Jordan’s telecommunication companies 2014 Al-Sardia, Sattam Jum’ah Falah Ahmad, Hartini Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5549-5549.5 Personnel Management. Employment 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 2014 Thesis https://etd.uum.edu.my/4928/ https://etd.uum.edu.my/4928/1/s91523.pdf text eng public https://etd.uum.edu.my/4928/2/s91523_abstract.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Abbas, W., & Asghar, I. (2010). The Role of Leadership in Organizational Change: Relating the successful Organizational Change with Visionary and Innovative Leadership (Doctoral dissertation, University of Gävle). Abbasi. M. N., Ali. M., Sharif, C. I., & Muhammad, I. (2011). A Study on Student Satisfaction in Pakistani Universities: The Case of Bahauddin Zakariya University, Pakistan, Asian Social Science, 7(7); July 2011, Published by Canadian Center of Science and Education. Adams, J. S. (1963). Toward an Understanding of Inequity. Journal of Abnormal and Social Psychology, 67, 422-436. Adler, N. J., & Gundersen, A. (2008). International dimensions of organizational behavior. South-Western Pub. 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