How to cite this paper
Eneizan, B., Taamneh, M., Enaizan, O., Almaaitah, M., Ngah, A & Alsakarneh, A. (2021). Human resources practices and job satisfaction on customer satisfaction: The mediating role of quality of customer interaction in online call center.International Journal of Data and Network Science, 5(1), 11-18.
Refrences
Abd Aziz, N., Muslichah, I., & Ngah, A. H. (2020). Understanding factors influencing community life satisfaction towards sustainable heritage tourism destination: the case of yogyakarta, indonesia. Journal of Sustainability Science and Management, 15, 37–51.
Abdelqader Alsakarneh, A. A., Chao Hong, S., Mohammad Eneizan, B., & AL-kharabsheh, K. A. (2018). Explore the relationship between human resource management practices and the consequences for emotional labor of insurance agents in the Jordanian insurance industry. Cogent Business & Management, 5(1), 1445407.
Afsana, J., Afrin, F., & Tarannum, T. (2016). Effect of training on employee performance: An empirical study on telecommunication industry in Bangladesh. Journal of Business and Technology (Dhaka), 10(2), 67–80.
Ahmad, S., & Shahzad, K. (2011). HRM and employee performance: A case of university teachers of Azad Jammu and Kashmir (AJK) in Pakistan. African Journal of Business Management, 5(13), 5249–5253.
Ahmed, I., & Yohanna, Y. (2014). Training and development as a tool for enhancing employee’s productivity: A case study of Ashaka cement company, Nigeria Plc. IOSR Journal of Business and Management, 16(5), 17–26.
Akbar, W., Ejaz, S., Riaz, S & Arif, K. (2018). Employees’ attitude during times of proposed merger (a case of two banks merger in Pakistan). Asia Pacific Journal of Business and Social Studies, 4. 10.25275/apjabssv4i1bus10.
Akbar, W., Riaz, S., Arif, K., & Hayat, A (2018). Measuring the non-financial rewards in escalating employees job satisfaction (a study of private companies in Pakistan). Asia Pacific Journal of Advanced Business and Social Studies, 4(1), 108-116
AL-Abrrow, H., Alnoor, A., Ismail, E., Eneizan, B., & Makhamreh, H. Z. (2019). Psychological contract and organisational misbehavior: Exploring the moderating and mediating effects of organisational health and psychological contract breach in Iraqi oil tanks company. Cogent Business & Management, 6(1), 1683123.
Al-Mzary, M. M. M., Al-rifai, A. D. A., & Al-Momany, M. O. E. (2015). training and its impact on the performance of employees at Jordanian universities from the perspective of employees: The case of Yarmouk University. Journal of Education and Practice, 6(32), 128–140.
Alsakarneh, A. A. A., Hong, S. C., Eneizan, B. M., & AL-kharabsheh, K. A. (2019). Exploring the relationship between the emotional labor and performance in the Jordanian insurance industry. Current Psychology, 38(5), 1140-1151.
Aymen, R. A., Alhamzah, A., & Bilal, E. (2019). A multi-level study of influence financial knowledge management small and medium enterprises. Polish Journal of Management Studies, 19.
Barsade, S. G., Coutifaris, C. G., & Pillemer, J. (2018). Emotional contagion in organizational life. Research in Organizational Behavior, 38, 137-151.
Bashir, S., & Khattak, H. R. (2008). Impact of selected HR practices on perceived employee performance, a study of Public Sector Employees in Pakistan. European Journal of Social Sciences, 5(4), 243–252.
Becker, B.E. & Huselid, M.A. (1998). High performance work systems and firm performance: A synthesis of research and managerial implications. Human Resource Journal of Management, 37(2), 421–428.
Bitner, M.J., Booms, B.H. and Mohr, L.A. (1994). Critical service encounters: the employee’s view. Journal of Marketing, 58, 95-106.
Brown, S. P., & Lam, S. K. (2008). A meta-analysis of relationships linking employee satisfaction to customer responses. Journal of Retailing, 84(3), 243-255.
Brown, S. P., & Peterson, R. A. (1993). Antecedents and consequences of salesperson job satisfaction: Meta-analysis and assessment of causal effects. Journal of Marketing Research, 30(1), 63-77.
Choi, B. J., & Kim, H. S. (2013). The impact of outcome quality, interaction quality, and peer‐to‐peer quality on customer satisfaction with a hospital service. Managing Service Quality: An International Journal, 23(3), 188-204.
Churchill Jr, G. A., Ford, N. M., Hartley, S. W., & Walker Jr, O. C. (1985). The determinants of salesperson performance: A meta-analysis. Journal of Marketing Research, 22(2), 103-118.
Combs, J., Liu, Y., Hall, A., & Ketchen, D. (2006). How much do high-performance work practices matter? A metaanalysis of their effects on organisational performance. Personnel Psychology, 59(3), 501–528.
Delaney, J.T. & Huselid, M.A. (1996). The impact of human resource management practices on perceptions of organisational performance. The Academy of Management Journal, 39(4), 949–969.
Diamantopoulos, A., & Siguaw, J. A. (2006). Formative versus reflective indicators in organizational measure development: A comparison and empirical illustration. British Journal of Management, 17(4), 263–282.
Doucet, L. (2004). Service provider hostility and service quality. Academy Of Management Journal, 47(5), 761-772.
Eneizan, B. M., abdelqader Alsakarneh, A. A., AL-kharabsheh, K. A., Hadi, A. A., & Alnoor, A. (2019b). An Investigation into the Relationship between Emotional Labor and Customer Satisfaction. Journal of Management and Business Administration. Central Europe, 27(4), 23-47.
Eneizan, B., Mohammed, A. G., Alnoor, A., Alabboodi, A. S., & Enaizan, O. (2019a). Customer acceptance of mobile marketing in Jordan: An extended UTAUT2 model with trust and risk factors. International Journal of Engineering Business Management, 11, 1847979019889484.
Franke, G., & Sarstedt, M. (2019). Heuristics versus statistics in discriminant validity testing: a comparison of four procedures. Internet Research, 29(3), 430-447. https://doi.org/10.1108/IntR-12-2017-0515
Garson, G. D. (2016). Partial Least Squares: Regression & Structural Equation Models.
Gaur, S.S., Xu, Y., Quazi, A. and Nandi, S. (2011). Relational impact of service providers’ interaction behavior in healthcare. Managing Service Quality, 21(1), 67-87.
Gerrard, P., & Cunningham, B. (2001). Bank service quality: a comparison between a publicly quoted bank and government bank in Singapore. Journal of Financial Services Marketing, 6(1), 50-66.
Gronroos, C. (1982). Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsingfors.
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Gurbuz, S. (2009). The effect of high performance HR practices on employees’ job satisfaction. Istanbul University Journal of the School of Business Administration Cilt, 38(2), 110–123.
Hair Jr., J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107–123. https://doi.org/10.1504/ijmda.2017.10008574
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM : Indeed a Silver Bullet. Journal of Marketing Theory and Practice, 19(2), 139–151. http://doi.org/10.2753/MTP1069-6679190202
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. Long Range Planning, 46(1–2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2018). Article information : When to use and how to report the results of PLS-SEM. European Business Review, 30(11), 3192–3210.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019, January 14). When to use and how to report the results of PLS-SEM. European Business Review, 31, pp. 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hair, Joseph F., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. Long Range Planning, 46(1–2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
Hair, Joseph F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019, January 14). When to use and how to report the results of PLS-SEM. European Business Review, 31, 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hallberg, U.E. & Schaufeli, W.B. (2006). Same same: but different? Can work engagement be discriminated from job involvement and organisational commitment? European Psychologist, 11(2), 119–127.
Hatfield, E., Rapson, R. L., & Narine, V. (2018). Emotional Contagion in Organisations: CrossCultural Perspectives. In Individual, Relational, And Contextual Dynamics of Emotions (Pp. 245-258). Emerald Publishing Limited.
Homburg, C., & Stock, R. M. (2004). The link between salespeople’s job satisfaction and customer satisfaction in a business-to-business context: a dyadic analysis. Journal of the Academy of Marketing Science, 32(2), 144.
Huselid, M.A. (1995). The impact of human resource management practices on turnover, productivity, and corporate financial performance. Academy of Management Journal, 38(3), 635–672.
Jamel, A., & Naser, K. (2002). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4/5), 146-160.
Jap, S.D. (2001). The strategic role of the sales force in developing customer satisfaction across the relationship lifecycle. Journal of Personal Selling & Sales Management, 21(2), 95-108.
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Katou, A. A., Budhwar, P. S., & Patel, C. (2014). Content vs. process in the HRM‐performance relationship: An empirical examination. Human Resource Management, 53(4), 527-544.
Khan, A. A., Abbasi, S. O. B. H., Waseem, R. M., Ayaz, M., & Ijaz, M. (2016). Impact of training and development of employees on employee performance through job satisfaction: A study of telecom sector of Pakistan. Business Management and Strategy, 7(1), 29–46.
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Kim, H. S., & Choi, B. (2016). The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings. Journal of Services Marketing, 30(4).
Lemke, F., Clark, M., & Wilsom, J. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39, 846-869.
Lin, N., Chiu, H., & Hsieh, Y. (2001). Investigating the relationship between service providers’ personality and customers’ perceptions of service quality across gender. Total Quality Management, 12(1), 57-67.
Nasurdin, A. M., Ahmad, N. H., & Tan, C. L. (2015). Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation. Service Business, 9(2), 343-360.
Ngah, A. H., Ramayah, T., Ali, M. H., & Khan, M. I. (2019). Halal transportation adoption among pharmaceuticals and comestics manufacturers. Journal of Islamic Marketing, ahead-of-print(ahead-of-print). https://doi.org/10.1108/JIMA-10-2018-0193
Ngah, A. H., Thurasamy, R., Aziz, N. A., Ali, H., & Khan, M. I. (2019). Modelling the adoption of halal warehousing services among halal pharmaceutical and cosmetic manufacturers. Journal of Sustainability Science and Management, 14(6), 103–116.
Ngah, A. H., Zainuddin, Y., & Thurasamy, R. (2015). Barriers and enablers in adopting of Halal warehousing. Journal of Islamic Marketing, 6(3), 354–376. https://doi.org/10.1108/JIMA-03-2014-0027
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Afsana, J., Afrin, F., & Tarannum, T. (2016). Effect of training on employee performance: An empirical study on telecommunication industry in Bangladesh. Journal of Business and Technology (Dhaka), 10(2), 67–80.
Ahmad, S., & Shahzad, K. (2011). HRM and employee performance: A case of university teachers of Azad Jammu and Kashmir (AJK) in Pakistan. African Journal of Business Management, 5(13), 5249–5253.
Ahmed, I., & Yohanna, Y. (2014). Training and development as a tool for enhancing employee’s productivity: A case study of Ashaka cement company, Nigeria Plc. IOSR Journal of Business and Management, 16(5), 17–26.
Akbar, W., Ejaz, S., Riaz, S & Arif, K. (2018). Employees’ attitude during times of proposed merger (a case of two banks merger in Pakistan). Asia Pacific Journal of Business and Social Studies, 4. 10.25275/apjabssv4i1bus10.
Akbar, W., Riaz, S., Arif, K., & Hayat, A (2018). Measuring the non-financial rewards in escalating employees job satisfaction (a study of private companies in Pakistan). Asia Pacific Journal of Advanced Business and Social Studies, 4(1), 108-116
AL-Abrrow, H., Alnoor, A., Ismail, E., Eneizan, B., & Makhamreh, H. Z. (2019). Psychological contract and organisational misbehavior: Exploring the moderating and mediating effects of organisational health and psychological contract breach in Iraqi oil tanks company. Cogent Business & Management, 6(1), 1683123.
Al-Mzary, M. M. M., Al-rifai, A. D. A., & Al-Momany, M. O. E. (2015). training and its impact on the performance of employees at Jordanian universities from the perspective of employees: The case of Yarmouk University. Journal of Education and Practice, 6(32), 128–140.
Alsakarneh, A. A. A., Hong, S. C., Eneizan, B. M., & AL-kharabsheh, K. A. (2019). Exploring the relationship between the emotional labor and performance in the Jordanian insurance industry. Current Psychology, 38(5), 1140-1151.
Aymen, R. A., Alhamzah, A., & Bilal, E. (2019). A multi-level study of influence financial knowledge management small and medium enterprises. Polish Journal of Management Studies, 19.
Barsade, S. G., Coutifaris, C. G., & Pillemer, J. (2018). Emotional contagion in organizational life. Research in Organizational Behavior, 38, 137-151.
Bashir, S., & Khattak, H. R. (2008). Impact of selected HR practices on perceived employee performance, a study of Public Sector Employees in Pakistan. European Journal of Social Sciences, 5(4), 243–252.
Becker, B.E. & Huselid, M.A. (1998). High performance work systems and firm performance: A synthesis of research and managerial implications. Human Resource Journal of Management, 37(2), 421–428.
Bitner, M.J., Booms, B.H. and Mohr, L.A. (1994). Critical service encounters: the employee’s view. Journal of Marketing, 58, 95-106.
Brown, S. P., & Lam, S. K. (2008). A meta-analysis of relationships linking employee satisfaction to customer responses. Journal of Retailing, 84(3), 243-255.
Brown, S. P., & Peterson, R. A. (1993). Antecedents and consequences of salesperson job satisfaction: Meta-analysis and assessment of causal effects. Journal of Marketing Research, 30(1), 63-77.
Choi, B. J., & Kim, H. S. (2013). The impact of outcome quality, interaction quality, and peer‐to‐peer quality on customer satisfaction with a hospital service. Managing Service Quality: An International Journal, 23(3), 188-204.
Churchill Jr, G. A., Ford, N. M., Hartley, S. W., & Walker Jr, O. C. (1985). The determinants of salesperson performance: A meta-analysis. Journal of Marketing Research, 22(2), 103-118.
Combs, J., Liu, Y., Hall, A., & Ketchen, D. (2006). How much do high-performance work practices matter? A metaanalysis of their effects on organisational performance. Personnel Psychology, 59(3), 501–528.
Delaney, J.T. & Huselid, M.A. (1996). The impact of human resource management practices on perceptions of organisational performance. The Academy of Management Journal, 39(4), 949–969.
Diamantopoulos, A., & Siguaw, J. A. (2006). Formative versus reflective indicators in organizational measure development: A comparison and empirical illustration. British Journal of Management, 17(4), 263–282.
Doucet, L. (2004). Service provider hostility and service quality. Academy Of Management Journal, 47(5), 761-772.
Eneizan, B. M., abdelqader Alsakarneh, A. A., AL-kharabsheh, K. A., Hadi, A. A., & Alnoor, A. (2019b). An Investigation into the Relationship between Emotional Labor and Customer Satisfaction. Journal of Management and Business Administration. Central Europe, 27(4), 23-47.
Eneizan, B., Mohammed, A. G., Alnoor, A., Alabboodi, A. S., & Enaizan, O. (2019a). Customer acceptance of mobile marketing in Jordan: An extended UTAUT2 model with trust and risk factors. International Journal of Engineering Business Management, 11, 1847979019889484.
Franke, G., & Sarstedt, M. (2019). Heuristics versus statistics in discriminant validity testing: a comparison of four procedures. Internet Research, 29(3), 430-447. https://doi.org/10.1108/IntR-12-2017-0515
Garson, G. D. (2016). Partial Least Squares: Regression & Structural Equation Models.
Gaur, S.S., Xu, Y., Quazi, A. and Nandi, S. (2011). Relational impact of service providers’ interaction behavior in healthcare. Managing Service Quality, 21(1), 67-87.
Gerrard, P., & Cunningham, B. (2001). Bank service quality: a comparison between a publicly quoted bank and government bank in Singapore. Journal of Financial Services Marketing, 6(1), 50-66.
Gronroos, C. (1982). Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsingfors.
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Gurbuz, S. (2009). The effect of high performance HR practices on employees’ job satisfaction. Istanbul University Journal of the School of Business Administration Cilt, 38(2), 110–123.
Hair Jr., J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107–123. https://doi.org/10.1504/ijmda.2017.10008574
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM : Indeed a Silver Bullet. Journal of Marketing Theory and Practice, 19(2), 139–151. http://doi.org/10.2753/MTP1069-6679190202
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. Long Range Planning, 46(1–2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2018). Article information : When to use and how to report the results of PLS-SEM. European Business Review, 30(11), 3192–3210.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019, January 14). When to use and how to report the results of PLS-SEM. European Business Review, 31, pp. 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hair, Joseph F., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. Long Range Planning, 46(1–2), 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
Hair, Joseph F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019, January 14). When to use and how to report the results of PLS-SEM. European Business Review, 31, 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hallberg, U.E. & Schaufeli, W.B. (2006). Same same: but different? Can work engagement be discriminated from job involvement and organisational commitment? European Psychologist, 11(2), 119–127.
Hatfield, E., Rapson, R. L., & Narine, V. (2018). Emotional Contagion in Organisations: CrossCultural Perspectives. In Individual, Relational, And Contextual Dynamics of Emotions (Pp. 245-258). Emerald Publishing Limited.
Homburg, C., & Stock, R. M. (2004). The link between salespeople’s job satisfaction and customer satisfaction in a business-to-business context: a dyadic analysis. Journal of the Academy of Marketing Science, 32(2), 144.
Huselid, M.A. (1995). The impact of human resource management practices on turnover, productivity, and corporate financial performance. Academy of Management Journal, 38(3), 635–672.
Jamel, A., & Naser, K. (2002). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4/5), 146-160.
Jap, S.D. (2001). The strategic role of the sales force in developing customer satisfaction across the relationship lifecycle. Journal of Personal Selling & Sales Management, 21(2), 95-108.
Jena, L.K & Pradhan, R.K. (2014). Deliverables towards HR sustainability: A conceptual review. European Journal of Business Management, 6(23), 95–102.
Katou, A. A., Budhwar, P. S., & Patel, C. (2014). Content vs. process in the HRM‐performance relationship: An empirical examination. Human Resource Management, 53(4), 527-544.
Khan, A. A., Abbasi, S. O. B. H., Waseem, R. M., Ayaz, M., & Ijaz, M. (2016). Impact of training and development of employees on employee performance through job satisfaction: A study of telecom sector of Pakistan. Business Management and Strategy, 7(1), 29–46.
Khan, M.A. (2010). Effects of human resource management practices on organisational performance—An empirical study of oil and gas industry in Pakistan. European Journal of Economics, Finance and Administrative Sciences, 24, 157–175.
Kim, H. S., & Choi, B. (2016). The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings. Journal of Services Marketing, 30(4).
Lemke, F., Clark, M., & Wilsom, J. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39, 846-869.
Lin, N., Chiu, H., & Hsieh, Y. (2001). Investigating the relationship between service providers’ personality and customers’ perceptions of service quality across gender. Total Quality Management, 12(1), 57-67.
Nasurdin, A. M., Ahmad, N. H., & Tan, C. L. (2015). Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation. Service Business, 9(2), 343-360.
Ngah, A. H., Ramayah, T., Ali, M. H., & Khan, M. I. (2019). Halal transportation adoption among pharmaceuticals and comestics manufacturers. Journal of Islamic Marketing, ahead-of-print(ahead-of-print). https://doi.org/10.1108/JIMA-10-2018-0193
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