Owing to the aggressive competition worldwide, companies are increasingly conscious of the HR prominence. Effective HR is furthermore perceived as a major source of competitive advantage leading companies to success. Thus, to improve organisational performance, HRM is investing in its human capital to develop their skills by implementing updated techniques, such as coaching. This paper explores the effect of coaching on employee performance in the Lebanese banking sector. It aims at filling the gap in the Lebanese market by examining coaching creative and motivational intervening mechanisms which lead to employee enhanced performance. A qualitative case study methodology within an exploratory framework is adopted in this research aiming at evaluating the effects of coaching on employee creativity and motivation, and consequently on employee performance. The results of this investigation will help managers and scholars to reveal coaching in the Lebanese banking sector, its effects, and its implications on employee performance.
Manuscript type: Research paper Research aims: This study investigates the impact of value co-creation behaviour on customer loyalty within the context of social media. It also attempts to determine the role played by customer brand experience and customer satisfaction as mediating variables. Design/Methodology/Approach: Drawing upon the service-dominant logic theory, a research framework is developed and tested using the structural equation modelling. The data comprise the input of 449 respondents from Lebanon. Research findings: The findings provide substantial evidence showing the relationship between customer value co-creation behaviour and customer loyalty. This relationship is partially mediated by customer brand experience. Theoretical contribution/Originality: This study expands on existing literature by investigating how customer value co-creation behaviours can lead to customer loyalty within the social media context of Lebanon. Practitioner/Policy implications: The findings can assist managers in understanding how customer loyalty can be promoted through co-creation behaviours within social media. The results suggest that managers should provide the means which can encourage more behavioural, intellectual and affective customer reviews/feedback. Research limitation/Implications: The limitation of this study rests on its findings which cannot be generalised to a wider business community as it focuses only on the context of Lebanon.
Les grandes entreprises ont adopté le management de la qualité bien avant que son importance ne soit aussi soulignée pour les PME (Murphy, 2016). Aujourd’hui le management de la qualité est reconnu comme fondamental quelle que soit la taille de l’entreprise. Cette recherche propose d’explorer les liens entre la certification ISO et la valeur perçue par les clients. L’étude s’intéresse particulièrement au secteur B-to-B. Une étude qualitative, réalisée auprès d’entreprises Libanaises, permet de proposer un modèle et d’étudier le rôle de variables telles que la performance perçue, la confiance, la qualité produit, la qualité de service et la valeur perçue.
L’élévation dans le nombre de firmes qui investissent pour obtenir la certification ISO 9000 contraste avec la carence en études examinant l’effet de cette certification sur la satisfaction des clients. De ce fait, cette investigation a pour but de démontrer si cette certification mène les entreprises à atteindre la fin qu’ils ciblent avec leurs clients, ainsi que l’opinion de ces clients industriels envers leurs fournisseurs qui sont certifiés ISO 9000.
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