Total quality management (TQM) is one of the popular management methods in many devel-oped countries, while it is an entirely new method for emerging economies. Although TQM practices contribute to the sustainable development of organizations, it is challenging to adopt this method efficiently. Six criteria factors are playing important roles in TQM implementation, which are: leadership, process management, quality information, employee training, customer focus, and supplier management. Each factor has different roles for firm performance represented by financial performance and non – financial performance. Identifying the relationship between TQM practices and the performance in Vietnamese enterprises, the research investigates the role of non – financial performance as a mediator variable in the relationship between TQM practices and financial performance. Through designing a questionnaire to conduct a survey, this paper studies the mediating role of non – financial performance on the relationship between TQM practices and financial performance utilizing SPSS 20 and AMOS 22 software with 211 Vietnamese enterprises by using SEM analysis. The estimation results propose that non – financial performance plays a vital role as a full mediator in the relation-ship between TQM practices and financial performance in the Vietnam context. In this research, there is no difference in the mediating effect level of non – financial performance between TQM companies & non – TQM companies as well as ISO adopters & non – ISO adopters. The study suggests that Vietnamese enterprises should have strict commitment to place TQM philosophy in actions at this early step of TQM implementation process to achieve considerable benefits in long-term development.

This study aims to depict the halal tourism concept, its business process, and investigate dilemmas faced by tourism industry and proposes strategies to resolve the constraints based on the best practice from the tourism business operators. In addition, this study tries to investigate the influence of various factors on halal tourism. Triangulation method used by combining personal in-depth interview, documentation/literature review and field observation to generate the discussion and conclusion. Interview process was conducted by selecting four tourism operators in Indonesia who won the best halal category award by The World Halal Travel Award in Dubai. Additionally, for the empirical analysis, a questionnaire was also developed, and data was collected from a total sample of 313 Muslim tourists in the region of Indonesia. Study reveals that instead of taking position as pure sharia-compliant business, all participants chose to become Muslim-friendly business. This moderate business process transformation helps to expand their market segment to Muslim tourists at tolerable cost. The existing dilemmas faced by all entities in tourism industry are as follows: there is no formal standard of halal criteria, high-cost business transition, lack of sharia-competent human resources and lack of promotion. Besides, findings through regression analysis specifies that there is a significant and positive influence of quality and certification of halal food, male serving in the restaurants, halal activities and separate recreational facilities on halal tourism industry. The study was engaged with the best practices from halal business operators. Further research is suggested to involve tourists’ perception of halal-related product, management, human resource and finance operated by the halal business operators. Meanwhile, this study has considered a limited number of factors influencing on the halal tourism with traditional analysis approach.

This paper is conducted to investigate the impact levels of inside determinants on the quality of accounting human resources in accounting service firms in Hanoi. Data are collected using 120 questionnaires from accounting service firms. Based on the data collected, we use Cronbach’s Alpha, EFA and regression model for learning the effect of different variables on the quality of accounting human resources. The results show that three inside determinants including Human resource assessment (A), Human resource training (T) and Human resource recruitment (R) had positive relationships with the quality of accounting human resources. Based on the findings, some recommendations are given for improving the quality of accounting human resources of accounting service firms in Hanoi.

Previous studies have established that leadership has a decisive role in shaping organizational outcomes in general and performance in particular. However, few efforts have gone into ex-plaining the effect demonstrated by servant leadership on how employees do perceive their performance and whether such a relationship is mediated by public service motivation. This paper addresses servant leadership, public service motivation and employee performance among staff in the context of Jordanian civil servants. Data was gathered from a random sample drawn among 3000 employees of the Jordanian customs department. Structure equation modelling techniques were used to statistically analyze the dataset. This draws scholars’ attention into how servant leadership plays a role affecting civil servants perceived self-reported performance while motivating employees to serve the cause of governmental institutions which in turn enhances an increase on the reported performance levels. This paper produces further evidence to support servant leadership and public service motivation adoption to affect performance in previously neglected area of Jordanian public service within the Jordanian customs department.

This research aims to study and analyze the effects of human resource flexibility, employee competencies, organizational culture adaptation, and job satisfaction on employee performance. The study also examines the indirect effect between human resource flexibility and employee performance with the mediation of organizational culture adaptation and the effect of competence on employee performance through job satisfaction as a mediator variable. Us-ing certain criteria, 105 employees of PT Pos Indonesia were selected as the sample. SEM-PLS was used to test the hypotheses. The study finds that human resource flexibility, employee competencies, and job satisfaction significantly influenced employee performance, but organizational culture adaptation did not have any significant effect on employee performance. Therefore, organizational culture adaptation was unable to mediate the effect of human re-source flexibility on employee performance. However, job satisfaction partially mediates the effect of employee competencies on employee performance.

The objective of this paper was to assess the impact of entrepreneurial education on entrepreneurial intention on students in the North of Vietnam, through two mediating variables; namely entrepreneurship passion and entrepreneurial self-efficacy. The study was conducted on 688 students from both economic and technical university in the Northern region of Vietnam. Data collected using SPSS 22 and Smart PLS 3.0 software shows that entrepreneurial education had a strong impact on entrepreneurial intention in the North of Vietnam. At the same time, entrepreneurial education also had a positive impact on entrepreneurship passion and Entrepreneurial self-efficacy. Time and Team Cooperation maintained a statistically significant moderate role on the relationship between entrepreneurial education and entrepreneurial intention of students in the North of Vietnam.

The concept of Social Responsibility (SR) has been evolved during the last decade and most organisations care about their society and the environment. While incorporating SR programs through organizational strategies would be mostly optional, the benefits of “doing a good business” may enhance competitiveness. Hospitality industry is not far from this where hotel sector can achieve several desirable outcomes adopting SR initiatives. Despite the fact that many services are intangible by their nature and they are evaluated based on perceptions, the willingness created by social initiatives can lead to an advantage through brand image. In re-turn, a “good social reputation” can create and maintain customer loyalty in hotels and hospi-tality. This paper investigates the role of SR on competitiveness through the mediating role of customer loyalty. A model is developed and examined through hotel industry in Qatar. Statis-tical results show that all research hypotheses were accepted and customer loyalty could be retained by incorporating SR values affecting competitiveness in hospitality industry in Qatar.

Patients’ satisfaction has become one of the critical issues for governments all over the world and they are prioritizing to keep their citizens happy. The objective of the current study was to determine the impact of health service quality on patient’s satisfaction. The study was applied on public hospitals in Jordan. The participants of this research were physician/doctors working in public hospitals in Jordan, a convenience sample with 400 questionnaires handled to the patients, and 354 questionnaires were valid for statistics. The researchers used the AMOS software version 20 to test the hypothesized structural equation model. Health service quality explained %65.7 of the variation of patient satisfaction, which was also, illustrated the extent to which the quality of health service had the potential to make a change in the level of patients’ satisfaction in public hospitals. Health service quality had a positive effect on patient satisfaction; therefore, researchers pointed out some recommendations for top management and decision-makers at public hospitals.

This research aims to identify and evaluate different factors influencing the customer decision in selecting a community pharmacy in the city of Amman, and study the possible impact of branded pharmacy on the selection process. Five main factors were selected based on the literature review, including convenience, physical environment, sales promotions, qualified and experienced pharmacists and customer service and three main hypotheses and twelve sub-hypotheses were developed. A descriptive analytical methodology, quantitative approach, utilizing survey strategy utilizing questionnaire were used. The population of this research consists of customers who decide to choose a community pharmacy which is estimated at 934.5 thousand households. To collect the primary data, a self-administered questionnaire was pre-pared based on previous studies; 1070 questionnaires were distributed in different community pharmacies in Amman using convenience sample (pharmacy intercept), 801 filtered and screened questionnaires were sent for statistical analyses. The results reveal that customer service factor had the highest effect on customers’ selection of pharmacies, followed by qualified and experienced pharmacists and convenience, respectively. Sales promotions and physical environment have the least impacts on customers’ decision. The results also show that there is a partial statistically significant mediation effect of branded pharmacy on the direct relationship between the selected factors and customers’ pharmacy selection. The demographic variables have no statistically significant moderating effects on the direct relationship between the selected factors and pharmacy selection. Discussion, managerial implications, and future research recommendations are provided.

This research aims to explore the impact of ability, motivation, and opportunity (AMO) model to enhance human resource management practices on sustainable competitive advantage. The dimensions of the AMO model were ability-enhancing human resource management practic-es, motivation-enhancing human resource management practices, and opportunity-enhancing human resource management practices. The population consisted of all managers on the top managerial level at insurance companies. The purposive sample was composed of (124) man-agers, where the questionnaires returned, and valid for statistical analysis were (106), with the responding rate (85.5%). Structural equation modeling was used for statistical analysis and testing research's hypotheses. The results indicated that all dimensions of AMO model to en-hance human resource management practices had influenced on sustainable competitive ad-vantage. Hence, the recommendations were oriented to the organizations to improve the recruitment and training practices, as well as encouraging the employees by fair compensations and empowering them to achieve the organization's goals.