A closer look at the relationship of entry-level bank employees’ leadership attributes and customer satisfaction

Al-Salim, Majda I. Ayoub

doi:10.1057/s41264-018-0047-8

Cited by 9 publications

(4 citation statements)

References 15 publications

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“…For instance, employees in the customer service department of banks should be trained regularly to consolidate their competences, horizons, and attitudes, so that they can handle customers professionally and effectively. As a result, a close connection between banks and customers can be established and the needs of customers can also be satisfied immediately by tailoring new and suitable financial products and services (Al-Salim 2018 ). At the same time, improving their detailed knowledge about their clientele's demands means that banks can build market-oriented marketing campaigns and financial services, which in turn may increase the trust and confidence of customers and enhance competitiveness (Ho and Wong 2022 ).…”

Section: Discussionmentioning

confidence: 99%

Financial intermediation in banks and the key role of intellectual capital: new analysis from an emerging market

Nguyen

2023

J Financ Serv Mark

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Against the backdrop of global challenges and unprecedented events, intellectual capital is seen as the key to opening doors for banks to achieve competitiveness. Inspired by this issue, the paper explores the relationship between intellectual capital and one of the most important functions of banks, namely financial intermediation. The study uses the balanced panel data of 26 Vietnamese commercial banks collected directly from their audited financial statements between 2006 and 2020, and employs various regression analyses such as OLS, Fixed-effect, and the GMM method, in which the VAIC model is utilised as the measure of the intellectual capital of banks. The consistent evidence demonstrates that intellectual capital plays a key role in fostering this function of banks. Also, when dividing VAIC into three components, the empirical result indicates that capital employed efficiency is the most effective resource to enhance financial intermediation compared to human capital efficiency and structure capital efficiency. Furthermore, these findings seem to be clearer in small banks than in large ones, and remain unchanged during both crisis and non-crisis periods. Besides, in the crisis period, the evidence suggests that banks should strengthen their human capital efficiency, and structure capital efficiency should be taken into consideration. Therefore, this study provides a deep insight into the influences of intellectual capital on banking operations in emerging countries, where the development and sustainability of banks could ensure economic growth.

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Section: Discussionmentioning

confidence: 99%

Financial intermediation in banks and the key role of intellectual capital: new analysis from an emerging market

Nguyen

2023

J Financ Serv Mark

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“…Innovation is a component of competitive advantage that makes exceptional and statistically significant contributions for predicting customer satisfaction [29], [27]. They found that green product innovation has a statistically significant positive impact on competitive advantage.…”

Section: Empirical Evidence Of Relationships Between Green Innovation...mentioning

confidence: 99%

Identifying Research Gaps and Developing a Nomological Framework on Green Innovation and Competitive Advantage

Rupasinghe¹,

Maldeniyage²,

Perera³

2023

IJRISS

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The main objectives of the article are to identify research gaps on green innovation and competitive advantage and develop a nomological framework. The desk research strategy used to achieve the objectives. The literature survey was based on the articles which were found in databases such as Emerald, JSTOR, Scopus, EBSCO Host, Oxford University Press, Sage, Research Gate, and Wiley Online Library, from the year 2000 to 2022. 500 articles were rejected grounding that those are not directly relevant to the field of green innovation, available without full text, and not scientific. 84 articles were selected as the sample of the study. 10 research gaps were identified and among them, two gaps (1 and 2) were considered as empirical gaps while the other five gaps (3,4,5,6,and 7) were theoretical gaps. The last three gaps (8, 9, 10) were contextual gaps, sector-wise (service sector) gaps, and methodological gaps. Based on the identified research gaps, a nomological network was developed for further empirical studies. This study is limited to conceptual model development; however, shade a new light on green innovation by injecting a theoretical perspective into the emerging field of green innovation. This study donates an important contribution to the body of knowledge on green innovation because it addresses significant knowledge gaps amongst relationships and the effects of identified variables, which have not been previously discovered. Further, it has presented vibrant contributions to managers of the apparel industry and policymakers to depthunderstanding of the concept of green innovation and competitive advantage.

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“…It is an essential objective of all firms, whose attainment can occur only via a sustainability orientation (Hakkak and Ghodsi, 2015). Innovation is a component of competitive advantage that makes exceptional and statistically significant contributions for predicting customer satisfaction (Al-Salim, 2018). According to Hawkes (2017), competitive advantage comprises the following: (1) the ability to create customer value, which creates real marketing potential; (2) operational scalability via business processes and firm structure; (3) business sustainability, including investing in leadership and innovation training, to mitigate risks and generate strength and (4) positive financial net performance, achieved through focusing on value and reducing complications.…”

Section: Competitive Advantagementioning

confidence: 99%

Green product innovation and competitive advantage: an empirical study of chemical industrial plants in Jordanian qualified industrial zones

Al-Abdallah

Al-Salim

2021

BIJ

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PurposeGreen product innovation is a global industrial concern. This research examines the possible impact of green product innovation on firms' competitive advantage in industrial enterprises operating in qualified industrial zones (QIZs).Design/methodology/approachThis research follows a descriptive analytical methodology, testing two hypotheses formulated based on the reviewed literature among chemical industrial plants of the three Jordanian QIZs (Amman, Zarqa and Irbid) in Jordan. Following a preliminary scoping study of all 219 Jordanian chemical manufacturers, a quantitative five-point Likert scale questionnaire was administered to firms applying green product activities.FindingsIn total, 20 firms were found to be utilizing green product innovation, representing only 9.13% of the overall population. The hypothesis testing results indicated that green product innovation has a statistically significant positive impact on competitive advantage. The results also showed that the factor “firm resources” has a statistically significant positive moderation effect on the relationship between green product innovation and competitive advantage.Research limitations/implicationsThe vast majority of Jordanian chemical manufacturers were not implementing green innovation or practices; further study is needed to identify barriers. Findings are limited to managers of chemical industrial plants in Jordan, excluding the demand side (e.g. plant customers who purchase final products), which leaves a different research angle to be explored.Originality/valueThis is a pioneering study of green product innovation implications for firm competitive advantage in manufacturing enterprises, especially in QIZs of Jordan (which offer tax exemptions to foreign and local investors and sell products to regional and international markets).

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A closer look at the relationship of entry-level bank employees’ leadership attributes and customer satisfaction

Cited by 9 publications

References 15 publications

Financial intermediation in banks and the key role of intellectual capital: new analysis from an emerging market

Financial intermediation in banks and the key role of intellectual capital: new analysis from an emerging market

Identifying Research Gaps and Developing a Nomological Framework on Green Innovation and Competitive Advantage

Green product innovation and competitive advantage: an empirical study of chemical industrial plants in Jordanian qualified industrial zones

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