The main aim of this study is to examine the effects of social customer relationship management (CRM) on customer happiness and customer retention. To achieve the study objectives, a quantitative research method is adopted in this study to examine the hypotheses by using a survey questionnaire for the purpose of data collection from the target sample of customers of telecommunication firms working in Jordan. The instrument is designed and customized to conduct this study and meet the research objectives. A total of 319 valid and reliable responses are returned and they are analyzed using the SEM approach through SmartPLS3 software to examine the hypotheses. The findings reveal significant and positive effects of the most social CRM elements studied on customer happiness and the customer happiness influenced customer retention. The study contributes to the respective research field with further better understanding of the role of social CRM to increase customer happiness and retain long term relationships with them.

This research aims to account for the cost of quality through lean and agile operations strategies with empirical evidence from the Aviation industry in the UAE. The cost of quality improvement through lean and agile strategies was not researched enough in the aviation industry. This research will contribute with great knowledge in the aviation industry. The research design used a descriptive, explanatory, causal, and analytical method. A cluster sampling technique was used with a valid sample size of 251 respondents for analysis by multiple regression using ANOVA. Results indicated the significant relationship between lean and agile operations strategies on the cost of quality. There is a direct positive significant relationship between the cost of quality and SC strategies to get quality products cost-effectively. This research was limited to the lean and agile strategies and cost of quality analysis in the aviation industry in one city in the UAE. In contrast, it requires detailed research to explore other cities and assess the aviation industry's challenges while implementing lean and agile strategies. Cost elimination with high-quality production is fundamental for a successful business; lean and agile operations can reduce airline companies' costs and propose the criteria to adopt the strategic implementation efficiently.

This research aims to fill the research gap with empirical evidence that exists about the impact of blockchain and smart inventory systems on supply chain performance in the retail industry in the UAE. The proposed model is uniquely researched as no prior research explores the link between supply chain performances, blockchain, and smart inventory in prestigious academic journals. A quantitative technique with convenient cluster sampling is used. A descriptive, exploratory, causal and analytical design was applied—a sample size of 303 respondents was used for data analysis through regression and hypothesis with ANOVA. The findings revealed a significant positive impact of blockchain and smart inventory systems on SC performance. Limited construct-based research can be focused on more industries and constructs for future studies. There are numerous chances for businesses to leverage blockchain technology to their advantage over the competition, giving them the chance to strengthen their market position. Managers must carefully consider the qualities of their goods, services, and supply chains to ascertain whether they require or would sufficiently benefit from blockchain.

The purpose of this study is to investigate the mediating role of operational flexibility between the quality of health information technology and management capability. A cross-sectional study was conducted; data was obtained based on 365 medical staff (medical doctors, nurses, and medical technologists) from public hospitals in the northern region of Jordan; a covenant sample was used. The authors used structural equation modeling to verify the hypotheses. The results reveal that the quality of health information technology has a significant impact on management capability and operational flexibility. Operational flexibility as a partial mediating variable also showed a significant impact on management capability. The study suggests that increasing the quality of health information technology will enhance the management capability and operational flexibility in healthcare organizations and will increase employee loyalty as a vehicle to trigger positive work-related attitudes. This study is one of the very limited studies in the Middle East that examined the role of operational flexibility in the quality of health information technology and employee management capability.

Supply chain management and integration have become more important business topics mainly addressed within the different businesses industries in order to influence the organizational performance. The current research study aims to investigate this effect by involving some key of supply chain partners on organizational performance. Also, the moderation role of trust as an influential aspect in the business was also studied in this work. To conduct this research and meet the stated research objective, a quantitative research method was used to collect data from food products manufacturers in Jordan due to the main contribution of this sector to the national economy of Jordan. PLS-SEM approach was selected in the phase of analysis and the findings revealed a significant effect of all hypothesized research assumptions and a significant moderating effect of trust on the relationship between supply chain partners’ integration and organizational performance. The research findings also provided expected implications and supported the relevant evidence and literature in this area, as well it would contribute to cover the existing research knowledge gaps by integrating a new model including sets of new variables that have not been examined together within a single conceptual framework.

The aim of this study is to identify the effect of supply chain resilience as measured by supply chain flexibility, supply chain collaboration, and supply chain agility on supply chain performance. A sample consisting of employees from chemical industrial companies in Jordan was selected to collect data using an electronic questionnaire. Analyzing data via SmartPLS 3.0, the results showed that supply chain collaboration and supply chain agility as key dimensions of supply chain resilience had significant effects on supply chain performance, while supply chain flexibility exerted insignificant effect on supply chain performance. Therefore, managers are recommended to improve their firms’ abilities to carry out effective work with partners and to enhance firms’ abilities to respond quickly to unpredictable changes. Scholars are also requested to conduct further studies such as investigating the effect of supply chain redundancy on supply chain performance.

This paper examines the health operations flexibility dimensions in the United Arab Emirate in the healthcare sector by employing Structural Equation Modeling (SEM) approaches. The study also attempts to determine the numbers for the operational flexibility dimensions which will help the researchers in future find healthcare operational flexibility dimensions valid and reliable. A model consisting of two constructs of operations flexibility structures: external flexibility and internal robustness is examined to measure health operations flexibility elements in service sectors. Respondents are the health leaders (managers, middle manager, top manager and others) who were working in health service sectors in the United Arab Emirate. The underlying constructs of operations flexibility are empirically verified and validated through Reliability Analysis Procedure, Exploratory Factor Analysis (EFA), First and Second Confirmatory Factor Analysis, and Construct Validity Procedures, Structural Equation Modeling (SEM) was employed to test the model, drawing on a sample of 250. The findings revealed that the model of the UAE health service sector consists of two latent's operations flexibility dimensions namely external flexibility and internal robustness, each dimension consisting of four items. Further research should be considered to validate these findings in the other firms. The two dimensions of health operations flexibility represent a valid instrument to measure the operations flexibility in the services sector in the United Arab Emirate. This research is important for one to understand the main topics of health operations flexibility in the health services sector.

The study's goal is to see how electronic customer relationship management affects the quality of service at private hospitals in Jordan. The dimensions of customer relationship management (CRM) represented by website design, website search, privacy, security, and service delivery on time, while the dimensions of quality of service include reliability, responsiveness, assurance, and empathy. It focused on private hospitals in Jordan. Data were primarily gathered through self-reported questionnaires created by Google Forms distributed to a purposive sample of inpatients via email. The statistical program AMOSv24 was used to test the study hypotheses. The results demonstrated that electronic customer relationship management had a positive impact on service quality. Considering the results, the researchers recommend improving the degree of its practice of managing electronic customer relations by reconsidering its websites in terms of focusing on the website design and its ease of use by patients and the possibility of searching the website.

Nowadays, global technologies, especially digital things, have become an important tool for businesses to maintain feasible partnerships and build a great value connection with other companies. New digital technologies that are emerging every day are on their way to affect nearly all business processes and activities. This study investigates the effect of the digital supply chain on the supply chain and organization performance in the Malaysia manufacturing industry. This paper also further assesses the mediating effect of supply chain performance in the relationship between the digital supply chain and the organizational performance in the Malaysia manufacturing industry. The objectives are achieved via quantitative research design. The researchers emailed the online survey questionnaire to 1160 manufacturing companies listed in the Federation of Malaysian Manufacturers (FMM) directory via stratified sampling technique and received 63 responses. 7 incomplete responses have been deleted and 56 usable responses representing 5.43% of the response rate used for data analysis. The data was analyzed by using the Partial Least Square Structural Equation Modeling (PLS-SEM). Three hypotheses are not supported and seven hypotheses are supported, which includes all the hypotheses of moderating effect. The manufacturing companies in Malaysia can consider adopting the DSC in the business process to remain reliable in the competitive market by providing good supply chain performance and best organizational performance as a whole. The implication of the study is given to academics and practitioners, specifically manufacturing companies. The limitations and the recommendation for future study have been highlighted.

This study attempts to study the impact of the moderating role of internal audit between cloud accounting and limiting creative accounting practices in commercial banks. The study utilized a descriptive and analytical approach. The target population of this research consists of all employees of the 13 Jordanian commercial banks listed on the Amman Stock Exchange, while the number of employees in commercial banks is (22,407) employees. This led to the use of a simple random sample of (400) employees. The results found that there is a positive effect of the moderating role of internal audit on the impact of cloud accounting on reducing creative accounting practices in commercial banks. The study suggests that future studies should give recommendations and proposals to improve and develop cloud accounting and internal auditing in commercial banks, increase transparency, monitoring and compliance in accounting and financial operations, and reduce the risks associated with cloud accounting and creative accounting practices.