International Journal of Management and Business Studies

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 15 (4), pp. 001-014, April, 2026. Available online at www.internationalscholarsjournals.org © International Scholars Journals

Full Length Research Paper

How Coworker Relationships Shape Organizational Commitment Through Job Satisfaction

She-Cheng Lin¹ and Jennifer Shu-Jen Lin²*

¹Department of International Business, Chungyu Institute of Technology. Keelung, Taiwan.
²Department of Transportation Logistics and Marketing Management, Tokyo University, Tokyo, Japan.

Accepted 14 January, 2026

This research targets on employees of international hotels. The samples include hotel employees of different nationalities and a total of 1241 valid questionnaires were returned. This research conducts empirical analysis on the influences of coworkers' relationship, job satisfaction, and organizational commitment through regression analysis. Results of this research show that job satisfaction is indeed an intervening variable to the relationship between coworkers' relationship and organizational commitment, but the intervening effect is only partial. This research also found that, when influenced by the intervening effect of job satisfaction, the no significant correlation is found in between the factors of coworkers' relationship and moral-based organizational commitment.

Key words: Coworkers’ relationship, job satisfaction, organizational commitment, service industry.
 

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 15 (3), pp. 001-011, March, 2026. Available online at www.internationalscholarsjournals.org © International Scholars Journals

Full Length Research Paper

Cross-Industry Perspectives on Total Quality Management: Evidence from the Turkish Market

H. Mustafa Paksoy1, Sadettin Paksoy1, Mehmet Marangoz² and Mehmet Özçalici1*

¹Faculty of Economics and Administrative Sciences, Kilis 7 Aralık University, Kilis, Turkey.
²Biga Faculty of Economics and Administrative Sciences, Çanakkale University, Çanakkale Turkey.

Accepted 24 September, 2025

The objective of this study is to examine the perception differences of TQM in Southeastern Anatolia Project (GAP) region and find the relationship between education, experience, gender and TQM perceptions. GAP is a project aimed at removing the development differences between west and east regions of Turkey. In a developing region such as Southeastern Anatolia, it is important to determine how TQM, perceived by businesses, help to conduct and better implement the TQM philosophy. With an understanding of the perception differences between businesses, it is of the study’s view that TQM efforts will be more useful and practical. In this study, we used factor analysis and regression analysis to determine the differences between industries. Then regression analysis was used with dummy variables to compare the business groups. Results indicate that in GAP region, different industries perceive TQM efforts differently and as such, textile business is the most pessimistic sector about TQM efforts, while iron-steel industry is the most optimistic one. Moreover, education and experience have an effect on TQM perception in a positive manner. TQM practitioners who try to implement TQM efforts in GAP region must consider these findings and should behave accordingly.

Key words: TQM perception, Southeastern Anatolia Project (GAP), industry comparison, factor analysis.

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 15 (3), pp. 001-014, March, 2026. Available online at www.internationalscholarsjournals.org © International Scholars Journals

Full Length Research Paper

Value, Perception, and Retention: A Comparative Study of Full-Service and Low-Cost Carriers in Malaysia

Kee Mun, Wong* and Ghazali, Musa

Faculty of Business and Accountancy, University of Malaya, 50603 Kuala Lumpur, Malaysia.

Accepted 23 December, 2025

Brand is crucial in differentiating the superiority of products or services over others. This is an exploratory study examining the differences in brand satisfaction between Malaysian Airlines (full service airlines) and Air Asia (low cost airlines) in Malaysia. 350 usable questionnaires were obtained from respondents in the two main airlines terminals in Kuala Lumpur. Exploratory factor analysis revealed seven brand satisfaction dimensions which are tangibles, price, core service, reputation, publicity, word-of-mouth, and employee. Generally, respondents were not satisfied with all brand dimensions of both airlines. The level of brand dissatisfaction is also higher for Malaysian Airlines compared with Air Asia. Air Asia was perceived better than Malaysian Airlines in price, publicity, and word-of-mouth. On the other hand, Malaysian Airlines was perceived better in tangibles, core service, reputation, and employee. The paper highlights some of its theoretical, managerial and marketing implications to the development of airline industry.

Key words: Airlines, branding, satisfaction, Malaysia Airlines, Air Asia.
 

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 15 (3), pp. 001-009, March, 2026. Available online at www.internationalscholarsjournals.org © International Scholars Journals

Full Length Research Paper

Measuring B2B Customer Service: A Confirmatory Factor Analysis of INDSERV

Gregory John Lee

Wits Business School, University of the Witwatersrand, Johannesburg, South Africa. E-mail [email protected].
Tel: +27-11-7173626.

Accepted 16 December, 2025

Theory and empirical evidence suggest that the dimensions of business-to-business customer service differ to individual service. In response, Gounaris (2005a; b) developed the INDSERV business-to-business customer service scale, the sub-scales of which are potential quality, hard process quality, soft process quality and outcome quality. INDSERV seems to be a valid and superior scale for business-to-business settings. However, Gounaris treats the four internal dimensions as indicators of a single latent “B2B service” factor. This paper argues that researchers should model the INDSERV dimensions as a process, rather with potential quality being an antecedent of hard and soft process quality, and all three being antecedents of outcome quality. This argument is tested through structural equation tests both of original Gounaris (2005c) covariances and a new dataset from 170 supply dyads in South Africa. The results generally support the alternate conception of business-to-business customer service. Modelling customer service in this way allows more complex and interesting model generation. Allowing direct relationships between the indicators of INDSERV, and differential relationships of these with other variables, allows for broader hypothesis development and therefore greater expansion of the theory. Various implications arise for marketing and other practices and researches.

Key words: Business-to-business customer service, B2B, INDSERV, structural equation modelling, South Africa.

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 15 (3), pp. 001-011, March, 2026. Available online at www.internationalscholarsjournals.org © International Scholars Journals

Full Length Research Paper

Developing a Methodology for Evaluating Knowledge Assets in Higher Education Institutions

Jasmina Arsenijević

Academy of Education and Teacher Training in Kikinda, Serbia Street Svetosavska 57, City Kikinda, 23000 Serbia.
E-mail: [email protected]. Tel.: ++381-63-8264-878.

Accepted 1 February, 2026

Since the introduction of knowledge management in higher education is inevitable due to current social and economic changes in the knowledge economy, research of its presence in higher education institutions is important not only for establishing its current state or for following the progress of its implementation, but also for establishing strong and weak points, predispositions and obstacles of HEIs for its implementation. On the other hand, research of KM in education is a rare, unrelated and occasional effort, small in extent and mostly in a form of case study. This paper presents a methodology for assessment of KM presence in the educational environment and deals with both organizational aspects and an educational process, and it was used at management faculties on the territory of Serbia. In addition to the methodology and possibilities it offers, the paper also presents results and experience gained from its application in actual research. Experience which is presented and transformed into the guidelines for the improvement of the methodology could play an important role in later research, and results could be compared to those already achieved.

Key words: Methodology, research, knowledge management, education, university, culture, process.
 

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 15 (3), pp. 001-013, March, 2026. Available online at www.internationalscholarsjournals.org © International Scholars Journals

Full Length Research Paper

The Emotional Core of Service Success: Empirical Evidence from the Service Sector

Rong-Da Liang¹*, Ching-Sheng Chang2 and Tung-Sheng Wang²

¹Department of Marketing and Logistics Management, National Penghu University of Science and Technology, Taiwan.
²Graduate Institute of Management, National Kaohsiung First University of Science and Technology, Taiwan

Accepted December, 2025

Service responsiveness is an important contemporary issue related to organization responsiveness. Meanwhile, the extent to which service responsiveness influences emotions and service outcomes has seldom been examined empirically. The analytical results of this study are based on applying questionnaire method to accumulate dyadic data from managers and subordinates. According to those results, mechanistic and organic service responsiveness are positively correlated with positive employee social emotions and the influence of mechanistic service responsiveness exceeds that of organic service responsiveness. Mechanistic and organic service responsiveness enhances employee negative social emotions and the influence of organic service responsiveness exceeds that of mechanistic service responsiveness. Positive social emotions positively influence job and customer satisfaction. Academic and managerial implications are discussed as well.

Key words: Mechanistic service responsiveness, organic service responsiveness, social emotion, job satisfaction, customer satisfaction.