The Differences Between ISO 9000 Certified Companies and Non-ISO Companies in Terms of Employee Job Satisfaction, Commitment and Organizational Performance in Service Industry

This study is designed to examine the differences between ISO 9000 certified companies and non-ISO companies in terms of employee job satisfaction and commitment and organisational performance (intention to turnover, perceived absenteeism and work performance) in service organisations. ISO 9000 is one of various strategies used by the organisation in order to improve ways of doing business. It involves change in terms of work environment, culture, structure, and the work itself. ISO 9000 has promised that employees would be more satisfied and committed to the organisation as it encourages employees' participation and involvement in designing their jobs. These promises have yet to be proven. For the purpose of the study, several variables are identified and included in the study. These variables are believed to have potential relationships with job satisfaction,commitment and organisational performance like employee turnover, absenteeism and work performance following an introduction of ISO 9000 in the organisation. The variables concerned are job characteristics, work relationships and employees fundamental employment contract. The subjects for the study are the employees of the service organisations that have implemented ISO 9000 in the last few years and the employees of non-ISO organisations. By focusing on these two types of organisations, we are able to assess the differences between ISO 9000 certified companies and non-ISO companies. Stratified Random Sampling are utilised to select the respondents. Two groups of employees consisting of executives and non-executives were randomly selected. Data from the sample are be analysed using several statistical tools in order to measure the degree of associations and differentiation. The major findings in the study are that job characteristics and perceived absenteeism were found significantly lower in ISO 9000 certified companies than in non-ISO companies. Job characteristics and work relationships were found significantly higher among executives than non-executives were. Moreover, younger/new and single employees were found less satisfied with most aspects of their job and less committed to their organisations compared to older/longer service and married employees. These findings contribute in helping managers in identifying areas seriously affected after the implementation of the quality system and it provides some recommendations in that direction. In addition, the study has established a basis for future research

Islamic Human Resource Management (IHRM) Influence on Employee Turnover Intention in Multi-National Corporations (MNCs) in Malaysia

This paper investigates the dynamics affecting employees' intentions to leave their jobs in multinational corporations (MNCs) in Malaysia, focusing on the influencing factors of Islamic human resource management (IHRM). The increasing trends of employee turnover intention have significant implications for businesses, as they can impact strategic objectives and plans. The consequences encompass higher expenses, elevated costs for hiring and replacing employees, the need for time-consuming training, disruptions in productivity and supply, and a decrease in morale. To investigate this phenomenon, a positivist research design with a correlational study approach was adopted. The study population consisted of diversified MNCs, with a sample of 277 MNC employees as the unit of analysis. Questionnaires were used as the research instrument. The findings revealed a strong relationship between Islamic recruitment and hiring and employee turnover intention, and between Islamic performance and compensation and employee turnover intention. This study highlights the importance of integrating Islamic human resource management into organizational practices, identifying specific management strategies that can help mitigate and address employee turnover intention

Understanding Consumer Sentiments: Exploring the Role of Artificial Intelligence in Marketing

This research article presents a comprehensive review of the industrial opportunities of AI in marketing. The study begins with an introduction highlighting the significance of AI in marketing and its transformative potential. The literature review focuses on three key aspects: understanding consumer sentiments, market insights, and the use of AI in marketing. The review highlights the role of AI in understanding consumer sentiments through sentiment analysis, enabling marketers to gain valuable market insights. It explores the industrial opportunities of AI, including personalized marketing, predictive analytics, and customer segmentation. Additionally, the review discusses the use of AI in enhancing customer satisfaction, improving electronic word-of-mouth insights, and measuring market performance. The research methodology involved a systematic review of academic articles, industry reports, and conference papers. The findings reveal that AI-driven market sentiment analysis uncovers significant patterns, trends, and correlations in consumer sentiment data. This enables marketers to make data-driven decisions and develop effective marketing strategies. The implications of these findings for marketing strategies and decision-making processes are discussed. In conclusion, this research emphasizes the industrial opportunities of AI in marketing and provides insights for practitioners and researchers. Leveraging AI technologies can enhance market insights, improve customer satisfaction, and optimize marketing performance. The study contributes to the understanding of AI's application in marketing and serves as a foundation for future research. Marketers are encouraged to embrace AI to gain a competitive edge in the evolving marketing landscape

Emotional intelligence and work effectiveness in service organizations: The preliminary findings

The abilities to manage one’s emotion and others are crucial in service management. There is where emotional intelligence (EI) comes into play to influence service performance. Previously, EI has been fairly and generally established to influence work performance in service organizations (Kernbach & Schutte,2005; Sojka & Deeter-Schmeiz, 2002). But services, much like manufacturing, display variation in the dependence on human mediation (Lovelock, 1992). Using Silvestro, Fitzgerald, Johnson and Voss’s (1992) service positioning matrix, three types of service emerge and each of them requires different level of interaction and judgment during service encounter. Therefore, this paper is to investigate the level of EI applicable to each service and to examine the relationship between EI and work performance. Based on the limited sample (60 respondents), it was found that the EI abilities particularly Self-Emotion Appraisal and Others’ Emotion Appraisal were significantly correlated with job role. Others’ Emotion Appraisal was significantly correlated with overall performance, job, team and organization roles in professional service.Besides, Others’ Emotion Appraisal was significantly correlated with innovator role in mass service.However, Understanding of Emotion was negatively correlated with innovator and team role in mass service. Moreover, in professional service, most of EI dimensions are positively related to work performance dimensions, whereas EI in service shop and mass service are negatively related to work performance dimensions indicating that EI is important in professional service to achieve high work effectiveness

The moderating role of work involvement in influencing the relationship between person-environment fit and Organizational Citizenship Behaviour among public service employees / Ayu Kamareena Abdullah Thani and Abdul Kadir Othman

Studies have put considerable effort to examine the influence of personenvironment fit on organizational citizenship behaviour (OCB). However, the findings indicate that the direct relationship is not always satisfactory. Therefore, this study decided to introduce work involvement as a moderator to clearly explained the influence of person-environment fit and OCB. A total of 376 questionnaires were distributed and 371 questionnaires were returned, giving a response rate of 98.67%. The SPSS was used for the analysis. Person-environment fit consists of person-job fit, person-organization fit, person-group fit and person-supervisor fit. The results of this study show that work involvement moderates the relationships between person-job fit and OCB, person-organization fit and OCB and person-supervisor fit and OCB. The implications of the study are discussed in the paper

The Effect of False Advertising on Consumer Online Purchase Behavior with the Mediating Effect of e-WOM: Consumers in Malaysia

Advertising is one of the main contributors to the rising number of online shoppers worldwide. The use of advertising in this digital era has become a powerful tool for the persuasion of consumers. However, some organizations have adopted false advertising as their marketing strategy. The purpose of this study is to analyze the factors that influence consumers’ online shopping behavior. The study focuses on the three independent constituent factors of false advertising, namely, unethical advertising, misleading information, and deception. The dependent variable is online purchase behavior. A questionnaire was distributed to 588 individuals who shopped once or more from the top e-commerce platforms in Malaysia. The questionnaire underwent validation and reliability assessments, followed by the collection and analysis of responses using SPSS software. The findings indicate that False advertising can have significant effects on consumer online purchase behavior in Malaysia. Through the use of misleading or false information, companies can manipulate consumer perceptions and ultimately influence their buying decisions. This can lead to several negative consequences for consumers, including financial losses, disappointment with purchased products, and erosion of trust in online shopping

The effect of family-spouse adjustment on expatriate adjustment: Malaysia as a host country / Noor Hafiza Zakariya...[et al.]

Multinational corporations (MNCs) tend to employ and send their expatriates to other countries known as host countries to manage international businesses. Once expatriates could adapt and adjust themselves to the host countries, perhaps in return would enhance their job performance. Normally, expatriates are accompanied by their spouse and family members in the host countries. They could be a major influencer to expatriate adjustment during the accomplishment of the international assignments at the host country. Thus, the purpose of this study is to investigate the effect of the family-spouse adjustment on expatriate adjustment in the host country, Malaysia. This study adopted a quantitative method with purposive sampling. Based on the result of 139 expatriates who are working at MNCs in Malaysia, family-spouse adjustment significantly influences expatriate adjustment. Therefore, MNCs should consider this factor in managing expatriates’ adjustment in the host country. Also, this study would promote new insights for international human resource management field and cross-cultural managements’ scholars and practitioners

Factors Influencing Online Buying Intention among Royal Malaysian Police (RMP) Officers

Online buying has become a norm in Malaysia after the COVID-19 pandemic. It is one of the measures to cope with the rapid spread of the virus. Royal Malaysian Police (RMP) staff is not left behind in following the current trend. The present study is intended to determine the factors that influence them to engage in online buying although they are very busy ensuring public safety. Data was collected using online surveys distributed conveniently to the staff. After the lapse of the allocated data collection period, 150 responses were received and analyzed. Out of five factors that have been selected as the independent variables, only two are significant in influencing online buying intention among the RMP staff: attitude and perceived usefulness. Perceived ease of use, subjective norms, and perceived behavioral control did not significantly influence the online buying intention of RMP officers. The findings show that only those with the right attitude towards online buying and those who find online buying beneficial will pursue online purchases

The influence of emotional intelligence on job performance of frontline service employees: the moderating role of service types / Abdul Kadir Othman and Syarifah Farrah Hanim Syed Muhsin.

Service organizations rely heavily on humans to deliver the service. The only difference is the level of dependency on the human aspect for different types of service. Professional service depends mostly on humans to deliver the service but mass service is the least dependent on human element when delivering the service. Therefore, investigating the role of emotional intelligence in influencing employee performance by looking at different types of service is crucial because it has been widely accepted that emotional intelligence is the panacea to poor employee performance. This study involved employees from three different types of service organizations; higher learning institutions, insurance agencies and banks. A series of moderated multiple regression analyses were performed to analyze the research data and the results indicate the significant relationship between use of emotion and job, the relationship between use of emotion and career role, and the relationship between use of emotion and team role. Regarding the moderating role of service types, the study found that professional service moderates the relationship between self-emotion appraisal and job role, the relationship between others emotion appraisal and job role, the relationship between regulation of emotion and organization role, the relationship between use of emotion and career role, and the relationship between use of emotion and innovator role. Service shop, on the other hand, moderates the relationship between self-emotion appraisal and job role, and the relationship between use of emotion and team role. The implications of the study are discussed in the paper

The influence of managers’ communication styles on employees’ job satisfaction among local and expatriate managers / Abdul Kadir Othman … [et al.]

In today’s borderless business environment, companies are operating in different locations across the globe to ensure that they can gain competitive advantage over their competitors at different countries. To ensure common strategic mission, vision and objectives of the company across the globe, managers from different countries of origin are sent to different countries to equip them with a global mindset in managing the company. The problem is that they have different ways of communication as compared to local managers. These might affect the level of job satisfaction of employees. This study was intended to investigate the influence of different communication styles of expatriate and local managers on employees’ job satisfaction in manufacturing companies in Malaysia. From the analysis of 170 data collected from the employees, the results indicate that telling, selling and joining communication styles of local managers are the significant predictors of employees’ job satisfaction. For expatriate managers, only selling communication style contributes significantly to the level of employees’ job satisfaction. The implications of the study are discussed in detail in the paper