Grace Al Khoury, Alkis Thrassou, Ioanna Papasolomou and Demetris Vrontis
This study aims to descriptively identify and refine the role of emotional intelligence (EI) in the retail banking employee–customer contact context, and prescriptively use this…
Abstract
Purpose
This study aims to descriptively identify and refine the role of emotional intelligence (EI) in the retail banking employee–customer contact context, and prescriptively use this knowledge to develop a framework for improving true customer service without excess organizational cost, in Lebanon.
Design/methodology/approach
The research adopts the classical interpretive/constructivist ontology and the interpretivism/constructivism epistemology, and it rests on a tripod of methodological foundations. The first leg is the theoretical work that sets the extant scientific ground for the empirical work to develop. The second incorporates the main (qualitative) empirical tools, i.e. 40 interviews with customers and HR managers (NVivo-analyzed), plus a critical incident technique study. The third includes the supportive tools of secondary data and an expert panel composed of industry and scholarly specialists.
Findings
EI was empirically shown to modulate the levels of customer satisfaction and to hold a critical role in the company–customer interface, albeit one that is currently and unjustly both undervalued and ineffectively controlled. The findings identify the key factors and exhibited behavioral attributes of EI within the customer service process, and they integrate all into a comprehensive framework of both scholarly and executive worth.
Originality/value
This study provides distinct theoretical elucidations and conceptualization that have identified and interrelated the relevant works on the subject; empirically refines the variables involved in the EI context of retail banking customer service; and culminates in the form of the proposed framework that incorporates and interrelates the findings into an empirical-data-based composition of both scholarly and executive orientation and worth.
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Nadine Nabulsi, Beverley McNally and Grace Khoury
This research paper seeks to identify multiple stakeholder perceptions relating to the level of graduateness of a group of business school graduates in Palestine.
Abstract
Purpose
This research paper seeks to identify multiple stakeholder perceptions relating to the level of graduateness of a group of business school graduates in Palestine.
Design/methodology/approach
An exploratory mixed method approach was employed. Survey data provided the quantitative information that was analysed using statistical package for the social sciences (SPSS). Interviews of 1.5–2 h duration were conducted to gather the qualitative data. The study utilised an inductive thematic approach to analyse these data.
Findings
Employers were resolute in the view that despite the high level of youth unemployment in Palestine, they still had difficulty in sourcing suitably qualified graduates. Collaboration between employers and higher education providers is not of a level that supports the development of graduateness. The identified key skill shortages occurred in the soft skills area, for example, written and verbal communication, language and problem-solving skills, negotiation and conflict resolution.
Research limitations/implications
As an exploratory research study, there are opportunities for future research investigating more deeply the themes identified and the success or otherwise of the recommended initiatives.
Practical implications
This study has implications for both educationalists and policymakers, regarding the prioritisation of development funding and of policies and practices aimed at improving youth employment. There are implications for all stakeholders with regard to collaboration in curriculum development, provision of education, and training and development programmes targeting young people to ensure that they are work ready.
Originality/value
This paper is one of the first to examine the skills gap between business schools' graduates and employment in Palestine.
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Hind Muhtaseb, Grace Khoury and George Tovstiga
The purpose of this paper is to examine current performance management practices, identify potential areas of improvement and recommend appropriate interventions. Developing…
Abstract
Purpose
The purpose of this paper is to examine current performance management practices, identify potential areas of improvement and recommend appropriate interventions. Developing economies continue to intrigue in light of the promise they hold for future growth markets. Existing studies tend to focus on macro-economic factors and to concentrate on a few regions. Few studies have looked at the lesser developed Middle-Eastern regions, such as Palestine. This study seeks to address that deficit; it examines firm-level factors relevant to the competitive performance of enterprises in the Palestinian stone and marble industry, one of the most important industries in the region.
Design/methodology/approach
The study utilizes a mixed-methods exploratory qualitative and quantitative approach that probes operational and strategic performance factors. Interviews and insights derived from a survey-based research data from 45 respondents representing a sampling of 36 enterprises form the basis of the analysis.
Findings
Findings suggest that the majority of performance measures employed by the firms investigated rely primarily on traditional financial indicators. Although some progressive metrics including those targeting measures of productivity and process efficiency are being adopted by firms in the sector, measures that focus on long-term strategic growth promoters such as innovation and organizational learning are largely not yet employed.
Originality/value
The paper concludes with recommendations for how firms competing in such environments might enhance and improve their performance management.
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Grace Khoury, Mira T. El-Far, Elena Noor Khoury and George Tovstiga
The paper examines the role of learning through social capital on the internationalisation process of small and medium-sized enterprises (SMEs) based within extreme contexts. The…
Abstract
Purpose
The paper examines the role of learning through social capital on the internationalisation process of small and medium-sized enterprises (SMEs) based within extreme contexts. The study focuses on the Palestinian pharmaceutical industry.
Design/methodology/approach
The inductive, exploratory research used in this study adopts a case study approach. Data derived from semi-structured in-depth interviews held with senior management and companies' founders were analysed using content and thematic analysis techniques.
Findings
The findings suggest that accumulated learning by SMEs seeking international expansion is enhanced with stronger social capital ties and networks through structural, relational and cognitive mechanisms. Serendipity and liability effects enabled modes of foreign entry with higher degrees of commitment than efficacy-related factors.
Practical implications
The Palestinian pharmaceutical industry presents a benchmark for other industries in comparable developing economy contexts. This study elucidates the important interrelationship between social capital and learning for SMEs seeking to expand internationally; the findings have implications for regional policymaking in developing economy regions.
Originality/value
The case study investigation focuses on the pharmaceutical industry and SMEs operating within the extreme context of Palestine, thereby contributing insights in an area of management enquiry that is under-represented in the extant literature.
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This paper reconceptualizes resistance as a stimulant of organizational learning from a change agent's perspective. Adopting a social constructivism lens, the paper argues that…
Abstract
Purpose
This paper reconceptualizes resistance as a stimulant of organizational learning from a change agent's perspective. Adopting a social constructivism lens, the paper argues that employee resistance has the capacity to trigger individual, group and organizational learning. It explores the “how” question—how can employee resistance be transformed into organizational learning?
Design/methodology/approach
This study utilizes the qualitative research method of auto-ethnography. Sensemaking auto-ethnographic narrative accounts of two change agents, internal and external is used to synchronize resistance and learning as well as reflect on the positive impact of organizational change.
Findings
Rather than, suppressing resistance as a dysfunctional aspect of the change process, becoming aware and making sense of this “misconstrued barrier” to learning and change can transform it into an appropriate feedback mechanism to initiate organizational learning.
Practical implications
This paper emphasizes the role of change agents in the change process and how their understanding of the culture, change recipients, organizational climate and work environment could increase the success of transforming resistance into learning. Collaboration through social interaction, communication, participation and awareness creation are utilized as effective mechanisms to develop a learning environment.
Originality/value
This research was carried out within an academic setting in a challenging context where not much is known about change initiatives and resistance at a university level.
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Abstract
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Grace C. Khoury and Farhad Analoui
Appraisal is recognised as a crucial step towards the development of human resources and their performance. This article proposes an integrated, innovative model for managing the…
Abstract
Appraisal is recognised as a crucial step towards the development of human resources and their performance. This article proposes an integrated, innovative model for managing the performance appraisal process of full‐time faculty members at the Palestinian public universities in the West Bank. The integrated model SOFIA is a result of an empirical study of the impact of performance appraisal process on faculty members in five major universities. In constructing this model, several issues including setting a clear institution’s strategy, participation in goal setting, coaching, two‐way communication between faculty members and their superiors, feedback, developing and rewarding faculty members have been emphasised. Also, it is recommended that external factors that may influence faculty members’ performance, appraisers’ training and top management support and ownership of the process must be seriously considered. The obstacles to the application of the proposed performance model and possible solutions have been explored. In light of the above, relevant conclusions have been reached.
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Grace C. Khoury and Beverley McNally
The purpose of this paper is to report on the findings of a study exploring the challenges confronting the provision of human resource development (HRD) in large Palestinian…
Abstract
Purpose
The purpose of this paper is to report on the findings of a study exploring the challenges confronting the provision of human resource development (HRD) in large Palestinian organizations.
Design/methodology/approach
A mixed methods approach was used to gather the data. The quantitative data were analysed using statistical programme for social sciences. Qualitative data were analysed using thematic analysis.
Findings
The first challenge pertained to the need for large-scale investment in human capital while at the same time facing serious resource constraints. Additional challenges were; the operational nature of the HR function, the limited training and development expertise and the lack of alignment between educational institutions and employers’ needs.
Research limitations/implications
This exploratory study provides recommendations for future explanatory research to contribute to the literature examining national human resource development (NHRD) in high-conflict societies.
Practical implications
The findings have implications for both policy makers and the HRD profession. There are also implications for the prioritization of development funding.
Social implications
There is an identified need for closer alignment between the country’s education system, the needs of the workplace and the HRD function in organizations. The overarching recommendation is that the HRD function be considered from a NHRD and human capital theory perspectives.
Originality/value
This study is the first of its type to be conducted in Palestine. The findings highlight the importance of NHRD to the sustainable nation-building process in Palestine.
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Grace Khoury and Farhad Analoui
The main purpose of this paper is to identify the primary and crucial stressors that Palestinian employees encounter, and in turn design appropriate stress management and…
Abstract
Purpose
The main purpose of this paper is to identify the primary and crucial stressors that Palestinian employees encounter, and in turn design appropriate stress management and prevention strategies that will promote healthy organizations.
Design/methodology/approach
A survey questionnaire was utilized for collecting data from 400 originations (response rate 77 percent). SPSS (version 12) was used mainly for paired samples t‐test after transforming and recoding the personality type scale to the same format of the work environment conditions. The Cronbach's alpha test was used for questions 13, 14 to ensure the reliability.
Findings
The differences in employees' personality types, and their stress coping styles, are the primary stressors. Palestinian personality type A, a major factor, largely influenced by living conditions. Employees in the private sector experience more stress than those in public or NGO sectors. Prevention strategies are needed to improve coping skills against the demanding conditions.
Practical implications
Prevention strategies are needed to focus on the employees and improve their coping skills against the demanding conditions through initiatives such as employee assistance programs (EAPs). At a national level, collaboration among industry, labor, universities and ministries is needed to form an occupational health and safety institute to conduct research and monitor the stress in private and public organizations.
Originality/value
This is one of the first empirical studies of organizational stress and prevention strategies in Palestinian organizations. It is valuable to researchers, senior managers, and policy developers for managerial and organizational development in developing countries and conflict regions.