How to cite this paper
Awadhi, J., Obeidat, B & Alshurideh, M. (2021). The impact of customer service digitalization on customer satisfaction: Evidence from telecommunication industry.International Journal of Data and Network Science, 5(4), 815-830.
Refrences
Ahmed, A., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2020, October). Digital transformation and organizational op-erational decision making: a systematic review. In International Conference on Advanced Intelligent Systems and In-formatics (pp. 708-719). Springer, Cham.
Al Kurdi, B., Alshurideh, M., & Salloum, S. A. (2020). Investigating a theoretical framework for e-learning technology acceptance. International Journal of Electrical and Computer Engineering (IJECE), 10(6), 6484-6496.
Alghawi, A. (2019). Telecommunications Regulation in the UAE: The Interconnectedness of Better Governance and Regu-latory Performance. Master Thesis. United Arab Emirates University. Available at: https://scholarworks.uaeu.ac.ae/poli_sci_theses/10
AlHamad, A., Alshurideh, M., Alomari, K., Kurdi, B., Alzoubi, H., Hamouche, S., & Al-Hawary, S. (2022). The effect of electronic human resources management on organizational health of telecommuni-cations companies in Jordan. Inter-national Journal of Data and Network Science, 6(2), 429-438.
Allozi, A., Alshurideh, M., AlHamad, A., & Al Kurdi, B. (2022) Impact of transformational leadership on the job satisfac-tion with the moderating role of organizational commitment: case of UAE and Jordan manufacturing companies. Academy of Strategic Management Journal, 21(Special Issue 2), 1-13.
Al-Maroof, R., Ayoubi, K., Alhumaid, K., Aburayya, A., Alshurideh, M., Alfaisal, R., & Salloum, S. (2021). The ac-ceptance of social media video for knowledge acquisition, sharing and application: A comparative study among YouYube users and TikTok users’ for medical purposes. International Journal of Data and Network Science, 5(3), 197-214.
Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2019a). Examining the main mobile learning system drivers’ effects: A mix empirical examination of both the Expectation-Confirmation Model (ECM) and the Technology Acceptance Mod-el (TAM). In International Conference on Advanced Intelligent Systems and Informatics (pp. 406-417). Springer, Cham.
Alshurideh, M., Salloum, S. A., Al Kurdi, B., Monem, A. A., & Shaalan, K. (2019b). Understanding the quality determi-nants that influence the intention to use the mobile learning platforms: A practical study. International Journal of In-teractive Mobile Technologies, 13(11), 183-157.
Alzoubi, H. M., & Inairat, M., Alshurideh, M. (2020). Do perceived service value, quality, price fairness and service re-covery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579-588.
Alzoubi, H., Alshurideh, M., Kurdi, B., Akour, I., & Aziz, R. (2022). Does BLE technology contribute towards improving marketing strategies, customers’ satisfaction and loyalty? The role of open innovation. International Journal of Data and Network Science, 6(2), 449-460.
Asha’al, N., Obeidat, B., & Alhmoud, H. (2019). A theoretical study on the impact of strategic orientation on organiza-tional performance: Examining the mediating role of learning culture in Jordanian telecommunication companies. Journal of Social Sciences (COES&RJ-JSS), 8(1), 24-40.
Ashal, N., Alshurideh, M., Obeidat, B., Masa’deh, R. (2021) The impact of strategic orientation on organizational perfor-mance: Examining the mediating role of learning culture in Jordanian telecommunication companies. Academy of Strategic Management Journal, 21 (Special Issue 6), 1-29.
Berkup, S.B. (2014). Working with generations X and Y in generation Z period: Management of different generations in business life. Mediterranean Journal of Social Sciences, 5(19), 218-218.
Bloomberg, J. (2018). Digitization, Digitalization, and digital transformation: confuse them at your peril. Forbes. Re-trieved on August, 28, 1-6.
Gebayew, C., Hardini, I.R., Panjaitan, G.H.A. and Kurniawan, N.B. (2018). A systematic literature review on digital trans-formation. In 2018 International Conference on Information Technology Systems and Innovation (ICITSI) (pp. 260-265). IEEE.
Hayajneh, N., Suifan, T., Obeidat, B., Abuhashesh, M., Alshurideh, M., & Masa’deh, R. (2021). The relationship between organizational changes and job satisfaction through the mediating role of job stress in the Jordanian telecommunica-tion sector. Management Science Letters, 11(1), 315-326.
Herath, H.M.A.K. and Herath, H.M.S.P. (2019). Impact of Green Banking Initiatives on Customer Satisfaction: A Concep-tual Model of Customer Satisfaction on Green Banking. Journal of Business Management, 21, 24-35.
Hom, W. (2000). An Overview of Customer Satisfaction Models. Presented at the Annual Meeting of the Research and Planning Group for California Community Colleges (38th, Pacific Grove, CA, April 26-28, 2000), 1-13.
Lee, K., Azmi, N., Hanaysha, J., Alzoubi, H., & Alshurideh, M. (2022). The effect of digital supply chain on organization-al performance: An empirical study in Malaysia manufacturing industry. Uncertain Supply Chain Management, 10(2), 495-510.
Leo, S., Alsharari, N. M., Abbas, J., & Alshurideh, M. T. (2021). From Offline to Online Learning: A Qualitative Study of Challenges and Opportunities as a Response to the COVID-19 Pandemic in the UAE Higher Education Context. The Effect of Coronavirus Disease (COVID-19) on Business Intelligence, 334, 203-217.
Liu, V., & Khalifa, M. (2003). Determinants of satisfaction at different adoption stages of Internet-based services. Journal of the association for information systems, 4(1), 206-232.
Mahmoud, M.A., Hinson, R.E. and Anim, P.A. (2018). Service innovation and customer satisfaction: the role of customer value creation. European Journal of Innovation Management, 21(3), 402-422.
Mergel, I., Edelmann, N. and Haug, N. (2019). Defining digital transformation: Results from expert inter-views. Government Information Quarterly, 36(4), p.101385.
Ministry of Economy. (2019). ANNUAL ECONOMIC REPORT 2019. Retrieved 10th November 2020 from https://www.economy.gov.ae/EconomicalReportsEn/MOE_Annual%20Economic%20Report_2019_.pdf
Obeidat, B., Al-dalahmeh, M., & Masa’deh, R. (2015). The role of knowledge management infrastructure in enhancing in-novation at mobile telecommunication companies in Jordan. European Journal of Social Sciences, 50(3), 313-330.
Obeidat, U., Obeidat, B., Alrowwad, A., Alshurideh, M., Masadeh, R., & Abuhashesh, M. (2021). The effect of intellectual capital on competitive advantage: the mediating role of innovation. Management Science Letters, 11(4), 1331-1344.
Odeh, R. B. M., Obeidat, B. Y., Jaradat, M. O., & Alshurideh, M. T. (2021). The transformational leadership role in achieving organizational resilience through adaptive cultures: the case of Dubai service sector. International Journal of Productivity and Performance Management.
Oliva, T.A., Oliver, R.L. and MacMillan, I.C. (1992). A catastrophe model for developing service satisfaction strate-gies. Journal of marketing, 56(3), 83-95.
Oliver, R.L. (2010). Customer satisfaction. Wiley International Encyclopedia of Marketing.
Oliver, R.L. (1977). Effect of expectation and Disconfirmation on postexposure product evaluations: An alternative inter-pretation. Journal of applied psychology, 62(4), p.480.
Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of market-ing research, 17(4), 460-469.
PORTULANS Institute. (2019). NRI 2019 countries. Retrieved 8th November 2020 from https://networkreadinessindex.org/2019/nri-2019-countries/#complete-ranking
Qazi, A., Tamjidyamcholo, A., Raj, R.G., Hardaker, G. and Standing, C. (2017). Assessing consumers' satisfaction and ex-pectations through online opinions: Expectation and disconfirmation approach. Computers in Human Behavior, 75, 450-460.
Reinartz, W., Wiegand, N., & Imschloss, M. (2019). The impact of digital transformation on the retailing value chain. International Journal of Research in Marketing, 36(3), pp.350-366.
Sirgy, J. M. (1984). A social cognition model of CS/D: an experiment, Psychology, and Marketing, 1, 27-44.
Spreng, R.A., & Page Jr, T.J. (2003). A test of alternative measures of Disconfirmation. Decision Sciences, 34(1), 31-62.
Suleman, M., Soomro, T. R., Ghazal, T. M., & Alshurideh, M. (2021, June). Combating Against Potentially Harmful Mo-bile Apps. In The International Conference on Artificial Intelligence and Computer Vision (pp. 154-173). Springer, Cham.
Sweis, R., Obeidat, B., & Kanaan, R. K. (2019). Reviewing the literature on total quality management and organizational performance. Journal of Business & Management (COES&RJ-JBM), 7(3), 192-215.
Tariq, E., Alshurideh, M., Akour, I., & Al-Hawary, S. (2022) The effect of digital marketing capabilities on organizational ambidexterity of the information technology sector. International Journal of Data and Network Science, 6, 1-8.
The National Academies Press. (2006). The Importance of Telecommunications and Telecommunications Research. Re-trieved 9th November 2020 from https://www.nap.edu/read/11711/chapter/3
TRA. (2017). TRA signs a MOU with “Etisalat” and “du”. Retrieved 8th November 2020 from https://www.tra.gov.ae/en/media-hub/press-releases/2017/5/8/tra-signs-a-mou-with-etisalat-and-du.aspx
TRA. (2020). ABOUT TRA | VISION, MISSION & VALUES. Retrieved 8th November 2020 from https://www.tra.gov.ae/en/about-tra/about-tra-vision-mission-and-values.aspx
TRA. (2020). Tra initiative in response to Covid-19. Retrieved 8th November 2020 from https://www.tra.gov.ae/en/about-tra/tra-initiatives-in-response-to-covid-19.aspx
Van Ryzin, G.G. (2004). Expectations, performance, and citizen satisfaction with urban services. Journal of policy analy-sis and management, 23(3), 433-448.
Von Leipzig, T., Gamp, M., Manz, D., Schöttle, K., Ohlhausen, P., Oosthuizen, G., Palm, D., & Von Leipzig, K. (2017). In-itialising customer-orientated digital transformation in enterprises. Procedia Manufacturing, 8, 517-524.
Yi, Y. (1990). A critical review of consumer satisfaction. Review of marketing, 4(1), 68-123.
Zouari, G., & Abdelhedi, M. (2021). Customer satisfaction in the digital era: evidence from Islamic banking. Journal of Innovation and Entrepreneurship, 10(1), 1-18.
Zu’bi, Z., Al-Lozi, M., Dahiyat, S., Alshurideh, M., & Al Majali, A. (2012). Examining the effects of quality management practices on product variety. European Journal of Economics, Finance and Administrative Sciences, 51(1), 123-139.
Al Kurdi, B., Alshurideh, M., & Salloum, S. A. (2020). Investigating a theoretical framework for e-learning technology acceptance. International Journal of Electrical and Computer Engineering (IJECE), 10(6), 6484-6496.
Alghawi, A. (2019). Telecommunications Regulation in the UAE: The Interconnectedness of Better Governance and Regu-latory Performance. Master Thesis. United Arab Emirates University. Available at: https://scholarworks.uaeu.ac.ae/poli_sci_theses/10
AlHamad, A., Alshurideh, M., Alomari, K., Kurdi, B., Alzoubi, H., Hamouche, S., & Al-Hawary, S. (2022). The effect of electronic human resources management on organizational health of telecommuni-cations companies in Jordan. Inter-national Journal of Data and Network Science, 6(2), 429-438.
Allozi, A., Alshurideh, M., AlHamad, A., & Al Kurdi, B. (2022) Impact of transformational leadership on the job satisfac-tion with the moderating role of organizational commitment: case of UAE and Jordan manufacturing companies. Academy of Strategic Management Journal, 21(Special Issue 2), 1-13.
Al-Maroof, R., Ayoubi, K., Alhumaid, K., Aburayya, A., Alshurideh, M., Alfaisal, R., & Salloum, S. (2021). The ac-ceptance of social media video for knowledge acquisition, sharing and application: A comparative study among YouYube users and TikTok users’ for medical purposes. International Journal of Data and Network Science, 5(3), 197-214.
Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2019a). Examining the main mobile learning system drivers’ effects: A mix empirical examination of both the Expectation-Confirmation Model (ECM) and the Technology Acceptance Mod-el (TAM). In International Conference on Advanced Intelligent Systems and Informatics (pp. 406-417). Springer, Cham.
Alshurideh, M., Salloum, S. A., Al Kurdi, B., Monem, A. A., & Shaalan, K. (2019b). Understanding the quality determi-nants that influence the intention to use the mobile learning platforms: A practical study. International Journal of In-teractive Mobile Technologies, 13(11), 183-157.
Alzoubi, H. M., & Inairat, M., Alshurideh, M. (2020). Do perceived service value, quality, price fairness and service re-covery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579-588.
Alzoubi, H., Alshurideh, M., Kurdi, B., Akour, I., & Aziz, R. (2022). Does BLE technology contribute towards improving marketing strategies, customers’ satisfaction and loyalty? The role of open innovation. International Journal of Data and Network Science, 6(2), 449-460.
Asha’al, N., Obeidat, B., & Alhmoud, H. (2019). A theoretical study on the impact of strategic orientation on organiza-tional performance: Examining the mediating role of learning culture in Jordanian telecommunication companies. Journal of Social Sciences (COES&RJ-JSS), 8(1), 24-40.
Ashal, N., Alshurideh, M., Obeidat, B., Masa’deh, R. (2021) The impact of strategic orientation on organizational perfor-mance: Examining the mediating role of learning culture in Jordanian telecommunication companies. Academy of Strategic Management Journal, 21 (Special Issue 6), 1-29.
Berkup, S.B. (2014). Working with generations X and Y in generation Z period: Management of different generations in business life. Mediterranean Journal of Social Sciences, 5(19), 218-218.
Bloomberg, J. (2018). Digitization, Digitalization, and digital transformation: confuse them at your peril. Forbes. Re-trieved on August, 28, 1-6.
Gebayew, C., Hardini, I.R., Panjaitan, G.H.A. and Kurniawan, N.B. (2018). A systematic literature review on digital trans-formation. In 2018 International Conference on Information Technology Systems and Innovation (ICITSI) (pp. 260-265). IEEE.
Hayajneh, N., Suifan, T., Obeidat, B., Abuhashesh, M., Alshurideh, M., & Masa’deh, R. (2021). The relationship between organizational changes and job satisfaction through the mediating role of job stress in the Jordanian telecommunica-tion sector. Management Science Letters, 11(1), 315-326.
Herath, H.M.A.K. and Herath, H.M.S.P. (2019). Impact of Green Banking Initiatives on Customer Satisfaction: A Concep-tual Model of Customer Satisfaction on Green Banking. Journal of Business Management, 21, 24-35.
Hom, W. (2000). An Overview of Customer Satisfaction Models. Presented at the Annual Meeting of the Research and Planning Group for California Community Colleges (38th, Pacific Grove, CA, April 26-28, 2000), 1-13.
Lee, K., Azmi, N., Hanaysha, J., Alzoubi, H., & Alshurideh, M. (2022). The effect of digital supply chain on organization-al performance: An empirical study in Malaysia manufacturing industry. Uncertain Supply Chain Management, 10(2), 495-510.
Leo, S., Alsharari, N. M., Abbas, J., & Alshurideh, M. T. (2021). From Offline to Online Learning: A Qualitative Study of Challenges and Opportunities as a Response to the COVID-19 Pandemic in the UAE Higher Education Context. The Effect of Coronavirus Disease (COVID-19) on Business Intelligence, 334, 203-217.
Liu, V., & Khalifa, M. (2003). Determinants of satisfaction at different adoption stages of Internet-based services. Journal of the association for information systems, 4(1), 206-232.
Mahmoud, M.A., Hinson, R.E. and Anim, P.A. (2018). Service innovation and customer satisfaction: the role of customer value creation. European Journal of Innovation Management, 21(3), 402-422.
Mergel, I., Edelmann, N. and Haug, N. (2019). Defining digital transformation: Results from expert inter-views. Government Information Quarterly, 36(4), p.101385.
Ministry of Economy. (2019). ANNUAL ECONOMIC REPORT 2019. Retrieved 10th November 2020 from https://www.economy.gov.ae/EconomicalReportsEn/MOE_Annual%20Economic%20Report_2019_.pdf
Obeidat, B., Al-dalahmeh, M., & Masa’deh, R. (2015). The role of knowledge management infrastructure in enhancing in-novation at mobile telecommunication companies in Jordan. European Journal of Social Sciences, 50(3), 313-330.
Obeidat, U., Obeidat, B., Alrowwad, A., Alshurideh, M., Masadeh, R., & Abuhashesh, M. (2021). The effect of intellectual capital on competitive advantage: the mediating role of innovation. Management Science Letters, 11(4), 1331-1344.
Odeh, R. B. M., Obeidat, B. Y., Jaradat, M. O., & Alshurideh, M. T. (2021). The transformational leadership role in achieving organizational resilience through adaptive cultures: the case of Dubai service sector. International Journal of Productivity and Performance Management.
Oliva, T.A., Oliver, R.L. and MacMillan, I.C. (1992). A catastrophe model for developing service satisfaction strate-gies. Journal of marketing, 56(3), 83-95.
Oliver, R.L. (2010). Customer satisfaction. Wiley International Encyclopedia of Marketing.
Oliver, R.L. (1977). Effect of expectation and Disconfirmation on postexposure product evaluations: An alternative inter-pretation. Journal of applied psychology, 62(4), p.480.
Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of market-ing research, 17(4), 460-469.
PORTULANS Institute. (2019). NRI 2019 countries. Retrieved 8th November 2020 from https://networkreadinessindex.org/2019/nri-2019-countries/#complete-ranking
Qazi, A., Tamjidyamcholo, A., Raj, R.G., Hardaker, G. and Standing, C. (2017). Assessing consumers' satisfaction and ex-pectations through online opinions: Expectation and disconfirmation approach. Computers in Human Behavior, 75, 450-460.
Reinartz, W., Wiegand, N., & Imschloss, M. (2019). The impact of digital transformation on the retailing value chain. International Journal of Research in Marketing, 36(3), pp.350-366.
Sirgy, J. M. (1984). A social cognition model of CS/D: an experiment, Psychology, and Marketing, 1, 27-44.
Spreng, R.A., & Page Jr, T.J. (2003). A test of alternative measures of Disconfirmation. Decision Sciences, 34(1), 31-62.
Suleman, M., Soomro, T. R., Ghazal, T. M., & Alshurideh, M. (2021, June). Combating Against Potentially Harmful Mo-bile Apps. In The International Conference on Artificial Intelligence and Computer Vision (pp. 154-173). Springer, Cham.
Sweis, R., Obeidat, B., & Kanaan, R. K. (2019). Reviewing the literature on total quality management and organizational performance. Journal of Business & Management (COES&RJ-JBM), 7(3), 192-215.
Tariq, E., Alshurideh, M., Akour, I., & Al-Hawary, S. (2022) The effect of digital marketing capabilities on organizational ambidexterity of the information technology sector. International Journal of Data and Network Science, 6, 1-8.
The National Academies Press. (2006). The Importance of Telecommunications and Telecommunications Research. Re-trieved 9th November 2020 from https://www.nap.edu/read/11711/chapter/3
TRA. (2017). TRA signs a MOU with “Etisalat” and “du”. Retrieved 8th November 2020 from https://www.tra.gov.ae/en/media-hub/press-releases/2017/5/8/tra-signs-a-mou-with-etisalat-and-du.aspx
TRA. (2020). ABOUT TRA | VISION, MISSION & VALUES. Retrieved 8th November 2020 from https://www.tra.gov.ae/en/about-tra/about-tra-vision-mission-and-values.aspx
TRA. (2020). Tra initiative in response to Covid-19. Retrieved 8th November 2020 from https://www.tra.gov.ae/en/about-tra/tra-initiatives-in-response-to-covid-19.aspx
Van Ryzin, G.G. (2004). Expectations, performance, and citizen satisfaction with urban services. Journal of policy analy-sis and management, 23(3), 433-448.
Von Leipzig, T., Gamp, M., Manz, D., Schöttle, K., Ohlhausen, P., Oosthuizen, G., Palm, D., & Von Leipzig, K. (2017). In-itialising customer-orientated digital transformation in enterprises. Procedia Manufacturing, 8, 517-524.
Yi, Y. (1990). A critical review of consumer satisfaction. Review of marketing, 4(1), 68-123.
Zouari, G., & Abdelhedi, M. (2021). Customer satisfaction in the digital era: evidence from Islamic banking. Journal of Innovation and Entrepreneurship, 10(1), 1-18.
Zu’bi, Z., Al-Lozi, M., Dahiyat, S., Alshurideh, M., & Al Majali, A. (2012). Examining the effects of quality management practices on product variety. European Journal of Economics, Finance and Administrative Sciences, 51(1), 123-139.