The impact of service excellence and service innovation on organisational reputation: quantitative evidence from Jordanian public sector

PurposeThe aim of this paper is the identification of the impacts that innovation and service excellence have upon organisational reputation within public sector organisations in Jordan.Design/methodology/approachAn approach was adopted that was quantitative with a questionnaire designed that was to be self-administrated for the primary data collection. In total, there was distribution of 600 questionnaires from which 556 were retrieved with a high rate of response (92.7%).FindingsThrough analysis of the data, several findings were revealed by the study, including that innovation was the factor with the most influence (beta = 0.81) upon organisational reputation within the public sector in Jordan compared to the factor for service excellence (beta = 0.54).Practical implicationsThe research has several potential implications for theory and management for those making decisions and policies within public administration such as in relation to enhancement of innovation strategy application for improving the reputations of organisations within the public sector. Furthermore, the paper fills a gap within the theory of organisational reputation and within the literature generally, especially in the context of public administration.Originality/valueIn regard to value and originality of this paper, it can be considered the first of its type for the public sector in Jordan, and perhaps the Arab region as a whole, that has examined the impacts that innovation and service excellence have upon organisational reputation within the context of public administration.</jats:sec

New-found Means Used for judicial notices in the Jordanian Civil Procedure Law

Objectives: This study aims to trace and examine the new amendments enacted by the Jordanian legislature to govern the administration of judicial notices, in order to evaluate its advancement and the challenges they create as well as the solutions they introduce. The following are among the new electronic means to come into force, as announced by the Justice Minister, in service of civil judicial notices: emails, SMS, and the lawyer’s personal email. Methods: This study utilizes an inductive and analytical methodology through analyzing the rules of the Amended Civil Procedures Law No. (31) Of 2017, and the Amended Law No. (4) Of 2019. Additionally, it analyzed the system of using electronic means in Civil Judicial Procedures No. (95) of 2018 and the public notice by the head of the Judicial Council distributed to the heads of courts and to the attorneys public divisions ordering that judges must start utilizing electronic means on the 16th of September 2019. Results: The study reached to the following results that the new amendments are insufficient to achieve the desired objectives sought in tackling the practical issues sustained in the service of judicial notices. Conclusions: The new rules need to be reviewed to address a number of matters including nullification of legal notices, content of text messages and using the same means to other judicial procedures such as memoranda and pleas

A Tale of Two Perspectives: A Conceptual Framework of User Expectations and Experiences of Instructional Fitness Apps

We present a conceptual framework grounded in both users’ reviews and HCI theories, residing between practices and theories as a form of intermediate-level knowledge in interaction design. Previous research has examined different forms of intermediary knowledge such as conceptual structures, strong concepts, and bridging concepts. Within HCI, these forms are generic and rise either from theories or particular instances. In this work, we created and evaluated a conceptual framework for a specific domain (instructional fitness apps). We first extracted the particular instances using users’ online reviews and conceptualised them as an expectations and experiences framework. Second, within the framework, we evaluated the artefact related constructs using Norman’s design principles. Third, we evaluated beyond the artefact related constructs using distributed cognition theory. We present an analysis of such intermediate-level knowledge with the aim of informing future designs

Challenges of knowledge management in the public sector: evidence from the King Abdullah Award for Excellence in Jordan

PurposeThe aim of this paper is to undertake an exploration of the challenges related to knowledge management (KM) within public sector organisations in Jordan.Design/methodology/approachThere was the adoption of a qualitative method to achieve the objective of the study, with content analysis undertaken on ten assessment reports, so the results of the content analysis could be validated. A total of 20 semi-structured interviews were conducted within the sample organisations. The sample was made up of ten public sector organisations that had participated at least twice within the King Abdullah Excellence Award with acknowledgement within their reports of failure to achieve results that were satisfactory for KM.FindingsKM challenges identified reflect various aspects of different factors, such as organisational structure, culture, KM processes and the evaluation of KM. In practical terms, the main KM-related challenges for the Jordanian public sector are considered to be a lack of a culture of teamwork to support sharing and exchange of knowledge, lack of required documentation for the building of organisational memory needed for processes of KM, lack of training for KM, lack of clear vision and strategy for KM and lack of proper methodologies for the management of internal knowledge and weaknesses in the integration of information and data.Originality/valueThe study puts forward a conceptual model that can be used in assessing the challenges that managers face when they seek to implement KM in organisations within the public sector. The challenges of KM within the public sector have been studied widely, in general; however there is an importance to gaining better understanding of how to overcome those challenges. Compared with most of the existent studies, this particular research has offered detailed, specific insights into challenges for KM within the public sector, along with provision of a conceptual model that other researchers could use in the future.</jats:sec