{"id":"https://openalex.org/W2006350108","doi":"https://doi.org/10.1504/gber.2008.016830","title":"Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan","display_name":"Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan","publication_year":2008,"publication_date":"2008-01-01","ids":{"openalex":"https://openalex.org/W2006350108","doi":"https://doi.org/10.1504/gber.2008.016830","mag":"2006350108"},"language":"en","primary_location":{"id":"doi:10.1504/gber.2008.016830","doi":"https://doi.org/10.1504/gber.2008.016830","is_oa":false,"landing_page_url":"https://doi.org/10.1504/gber.2008.016830","pdf_url":null,"source":{"id":"https://openalex.org/S121651287","display_name":"Global Business and Economics Review","issn_l":"1097-4954","issn":["1097-4954","1745-1329"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","norway-1","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Global Business and Economics Review","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5048483106","display_name":"Mamoun N. Akroush","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210132729","display_name":"Arab Academy for Management, Banking and Financial Sciences","ror":"https://ror.org/03dtnq041","country_code":"EG","type":"education","lineage":["https://openalex.org/I4210132729"]}],"countries":["EG"],"is_corresponding":true,"raw_author_name":"Mamoun N. Akroush","raw_affiliation_strings":["Marketing Department, Faculty of Banking and Financial Sciences, The Arab Academy for Banking and Financial Sciences, P.O. Box 3227, Zip Code 19153, AL-Fuhays, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Marketing Department, Faculty of Banking and Financial Sciences, The Arab Academy for Banking and Financial Sciences, P.O. Box 3227, Zip Code 19153, AL-Fuhays, Jordan","institution_ids":["https://openalex.org/I4210132729"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5048483106"],"corresponding_institution_ids":["https://openalex.org/I4210132729"],"apc_list":null,"apc_paid":null,"fwci":5.2184,"has_fulltext":false,"cited_by_count":33,"citation_normalized_percentile":{"value":0.94681389,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"10","issue":"1","first_page":"98","last_page":"98"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.0024999999441206455,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9350000023841858},{"id":"https://openalex.org/keywords/bank-performance","display_name":"bank performance","score":0.9620000123977661},{"id":"https://openalex.org/keywords/mediating-effect","display_name":"mediating effect","score":0.9129999876022339},{"id":"https://openalex.org/keywords/banking","display_name":"banking sector","score":0.8529999852180481},{"id":"https://openalex.org/keywords/jordanian-banks","display_name":"Jordanian banks","score":0.7639999985694885},{"id":"https://openalex.org/keywords/functional-quality","display_name":"functional quality","score":0.8109999895095825},{"id":"https://openalex.org/keywords/technical-quality","display_name":"technical quality","score":0.8999999761581421},{"id":"https://openalex.org/keywords/marketing-capabilities","display_name":"marketing capabilities","score":0.9079999923706055},{"id":"https://openalex.org/keywords/corporate-image","display_name":"corporate image","score":0.9919999837875366},{"id":"https://openalex.org/keywords/organizational-factors","display_name":"organizational factors","score":0.843999981880188},{"id":"https://openalex.org/keywords/financial-performance","display_name":"financial performance","score":0.652999997138977}],"concepts":[{"id":"https://openalex.org/C179420905","wikidata":"https://www.wikidata.org/wiki/Q223871","display_name":"Mediation","level":2,"score":0.7814444899559021},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6957360506057739},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6045742630958557},{"id":"https://openalex.org/C2986226071","wikidata":"https://www.wikidata.org/wiki/Q22687","display_name":"Banking industry","level":2,"score":0.6034321188926697},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5923693180084229},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5330138802528381},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.44064390659332275},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3601989150047302},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3301944434642792},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.2506660223007202},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.23554480075836182},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.10656949877738953},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1504/gber.2008.016830","doi":"https://doi.org/10.1504/gber.2008.016830","is_oa":false,"landing_page_url":"https://doi.org/10.1504/gber.2008.016830","pdf_url":null,"source":{"id":"https://openalex.org/S121651287","display_name":"Global Business and Economics Review","issn_l":"1097-4954","issn":["1097-4954","1745-1329"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","norway-1","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Global Business and Economics Review","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:ids:gbusec:v:10:y:2008:i:1:p:98-122","doi":null,"is_oa":false,"landing_page_url":"http://www.inderscience.com/link.php?id=16830","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":49,"referenced_works":["https://openalex.org/W238030176","https://openalex.org/W1542961849","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1964725174","https://openalex.org/W1971440513","https://openalex.org/W1977228267","https://openalex.org/W1978125974","https://openalex.org/W1979907230","https://openalex.org/W1988812587","https://openalex.org/W1991610970","https://openalex.org/W1995031937","https://openalex.org/W1999697037","https://openalex.org/W2007738521","https://openalex.org/W2009499770","https://openalex.org/W2011700892","https://openalex.org/W2019714102","https://openalex.org/W2020421105","https://openalex.org/W2024180819","https://openalex.org/W2025926893","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2034205392","https://openalex.org/W2035535667","https://openalex.org/W2039470208","https://openalex.org/W2041736172","https://openalex.org/W2042217374","https://openalex.org/W2054804519","https://openalex.org/W2058413436","https://openalex.org/W2063656867","https://openalex.org/W2063733851","https://openalex.org/W2064066794","https://openalex.org/W2064275069","https://openalex.org/W2065355715","https://openalex.org/W2073287502","https://openalex.org/W2074281514","https://openalex.org/W2078240354","https://openalex.org/W2078558473","https://openalex.org/W2081415467","https://openalex.org/W2083840913","https://openalex.org/W2094013842","https://openalex.org/W2099358844","https://openalex.org/W2151405035","https://openalex.org/W2153640133","https://openalex.org/W2611897969","https://openalex.org/W2798323459","https://openalex.org/W3039101525","https://openalex.org/W3144127399","https://openalex.org/W3147133440"],"related_works":["https://openalex.org/W2190058896","https://openalex.org/W2151316595","https://openalex.org/W1542880600","https://openalex.org/W3171625711","https://openalex.org/W3033937185","https://openalex.org/W2578521510","https://openalex.org/W2901388113","https://openalex.org/W6982774960","https://openalex.org/W2589513439","https://openalex.org/W2146243349"],"abstract_inverted_index":{"This":[0],"study":[1,71,132],"examines":[2],"the":[3,11,23,81,86,100,105,121,145,153],"mediation":[4,83,102],"effect":[5,66,84,103],"of":[6,29,37,148,155],"service":[7,14,30,44,46,55,149,156],"quality":[8,15,31,47,56,90,109,125,150,157],"implementation":[9,151],"on":[10,20,34,67,85,104,152],"relationship":[12,122],"between":[13,88,107,123],"and":[16,32,49,59,64,77,91,96,110,115,126],"bank":[17,39,68,138,160],"performance.":[18,50,69,161],"Drawing":[19],"relevant":[21],"literature,":[22],"author":[24],"empirically":[25],"tested":[26],"a":[27,35,62,128],"model":[28],"performance":[33],"sample":[36],"346":[38],"managers":[40,139],"in":[41,140,142],"Jordan,":[42],"integrating":[43],"quality,":[45],"implementation,":[48],"The":[51,70,131],"findings":[52,72,133],"indicate":[53,73],"that":[54,74],"dimensions":[57],"(functional":[58],"technical)":[60],"have":[61,118,134],"positive":[63],"significant":[65,135],"marketing":[75,97],"capabilities":[76,98],"corporate":[78,116],"image":[79,117],"exerted":[80,99],"strongest":[82,101],"relationships":[87,106],"functional":[89,108,124],"financial-based":[92],"measures.":[93,112],"Organisational":[94,113],"factors":[95,114],"customer-based":[111],"fully":[119],"mediated":[120],"improving":[127],"bank's":[129],"image.":[130],"implications":[136],"for":[137],"Jordan":[141],"relation":[143],"to":[144],"mediating":[146],"role":[147],"levels":[154],"and,":[158],"therefore,":[159]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":3},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":1}],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-06-24T00:00:00"}
