Template-Type: ReDIF-Article 1.0 Author-Name: Ahmed Tolba Author-Name: Iman Seoudi Author-Name: Hakim Meshreki Author-Name: Mamdouh Shimy Title: EFFECT OF JUSTICE IN COMPLAINT HANDLING ON CUSTOMER LOYALTY: EVIDENCE FROM EGYPT Abstract: The main objective of this research is to identify and validate the factors that significantly influence customer loyalty during the complaint handling process in Egypt. The literature alludes to the effect of perceived justice of the complaint handling process on customer satisfaction and loyalty after the complaint. These relationships are tested and validated in the Egyptian context over ten different industries. The outcome of this research gives further validation to the finding of previous empirical studies in a novel context. The results will benefit Egyptian companies in different sectors to better handle customer complaints, as they will recognize the major variables that they should address Classification-JEL: M310 Keywords: Justice, Customer Loyalty, Complaint Handling, Customer Satisfaction, Egypt Journal: Global Journal of Business Research Pages: 1-14 Volume: 9 Issue: 3 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/gjbres/gjbr-v9n3-2015/GJBR-V9N3-2015-1.pdf File-Format: Application/pdf Handle: RePEc:ibf:gjbres:v:9:y:2015:i:3:p:1-14 Template-Type: ReDIF-Article 1.0 Author-Name: María del Carmen Sandoval Caraveo Author-Name: Adriana Mariela de la Cruz Caballero Author-Name: Edith Georgina Surdez Pérez Title: SMALL BUSINESS EMPLOYEES PERCEPTIONS OF THE WORK ENVIRONMENT IN SOUTHERN MEXICO Abstract: This article identifies the organizational environment prevailing in a self-service business located in Tabasco, Mexico. The research is descriptive and correlational. It is a cross-sectional non-experimental study with a quantitative approach. The questionnaire used consists of 32 items, which analyzed eight dimensions of organizational climate; structure, motivation, communication, identity, reward, recognition, companionship and support. Reliability of the research instrument was 0.931 calculated using Cronbach's alpha coefficient. The data analysis was made by descriptive statistics, analysis of variance and Pearson correlation. Twenty-seven percent of the population experiences an unfavorable organizational climate and 23% experience a favorable climate. The structure dimension has the highest average and the reward dimension the lowest average. Analysis of variance showed no statistically significant differences between the dimensions of organizational climate and sociodemographic variables. We conclude that favorable organizational climate occurs more in the dimensions of structure, identity and communication. N unfavorable climate was found in rewards. This dimension showed a negative correlation with the age of workers which indicates that older workers believe they are less rewarded Classification-JEL: L26 Keywords: Work Environment, Organizational Climate, Business, Employees Journal: Global Journal of Business Research Pages: 15-25 Volume: 9 Issue: 3 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/gjbres/gjbr-v9n3-2015/GJBR-V9N3-2015-2.pdf File-Format: Application/pdf Handle: RePEc:ibf:gjbres:v:9:y:2015:i:3:p:15-25 Template-Type: ReDIF-Article 1.0 Author-Name: Maysa’a Munir Milhem Author-Name: Rasha M. S. Istaiteyeh Title: FINANCIAL PERFORMANCE OF ISLAMIC AND CONVENTIONAL BANKS: EVIDENCE FROM JORDAN Abstract: This article investigates the performance of Islamic banks versus conventional counterparts in Jordan over the period (2009-2013) using financial ratio analysis. A total of 16 banks (13 conventional and 3 Islamic) were considered. A comparative study is undertaken based on performance indicators, 13 financial ratios were estimated to measure performances in terms of profitability, liquidity, risk and solvency, and efficiency. T-test is used in determining their significance. The results show that there are differences in performance between Islamic and conventional banks in Jordan during study period in terms Islamic banks are less profitable, more liquid, less risky, and less efficient comparing to conventional banks. However, there was no significant difference in profitability ratios, but there was a significant difference in liquidity ratios and risk and solvency ratios between conventional and Islamic banks Classification-JEL: G21, G23 Keywords: Bank Efficiency, Financial Ratios, Jordan, Islamic Banks, Conventional Banks Journal: Global Journal of Business Research Pages: 27-41 Volume: 9 Issue: 3 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/gjbres/gjbr-v9n3-2015/GJBR-V9N3-2015-3.pdf File-Format: Application/pdf Handle: RePEc:ibf:gjbres:v:9:y:2015:i:3:p:27-41 Template-Type: ReDIF-Article 1.0 Author-Name: Eyran Roberto Díaz Gurrola Author-Name: Norma Maricela Ramos Salinas Author-Name: Ramón Heredia Martínez Title: RESEARCH CENTER INTELLECTUAL CAPITAL AND TECHNOLOGY INNOVATION: TRANSFERRING KNOWLEDGE TO UNIVERSITIES AND INDUSTRY Abstract: Innovation management allows companies to be more competitive and positioned at the forefront of products and services offered, thereby providing greater income and development in organizations. The main objective of this research is to identify factors that stimulate, intellectual capital and innovation in research centers, and the transfer of knowledge to the productive sector and universities. Some 51 surveys were applied to five centers of public research. We conclude that innovation management is the result of interaction between organizational culture, leadership, the company's vision, the commitment of each member of the Organization and others. These elements can not act separately, they must be in sync with the market, technology as well as current and future needs of the client Classification-JEL: I12, M00 Keywords: Technological Innovation, Intellectual Capital, Bonding Journal: Global Journal of Business Research Pages: 43-51 Volume: 9 Issue: 3 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/gjbres/gjbr-v9n3-2015/GJBR-V9N3-2015-4.pdf File-Format: Application/pdf Handle: RePEc:ibf:gjbres:v:9:y:2015:i:3:p:43-51 Template-Type: ReDIF-Article 1.0 Author-Name: Víctor G. Alfaro García Author-Name: Anna M. Gil-Lafuente Author-Name: Gerardo G. Alfaro Calderón Title: A FUZZY LOGIC APPROACH TOWARDS INNOVATION MEASUREMENT Abstract: Innovation is a convened critical factor for firm success in today’s economic environment. As academics and practitioners acquire knowledge on innovation, tendencies, points of view and practices arise. Yet measurement approaches meant to help decision makers to evaluate their current innovative position do not follow a main stream, moreover much of the information needed for an accurate evaluation tends to be qualitative or subjective. The objective of the present investigation is to review how Fuzzy Logic is currently dealing with subjective complex data in innovation management approaches, results will turn as implications for further applications in innovation measurement. An examination of new methodologies towards innovation measurement is presented and linked to a systematic review on Fuzzy Logic applications to innovation management. Results convey that there is no ultimate model to address innovation measurement in firms, yet a set of innovation measurement key issues are described in novel frameworks. Fuzzy Logic stands as a viable way to adopt decision-making due to its capacity of dealing with uncertain and subjective conditions. According to results, the use of Fuzzy Logic to evaluate qualitative and subjective factors in innovation measurement is encouraged Classification-JEL: O320, M100, M420 Keywords: Innovation Measurement, Fuzzy Logic, Uncertainty, Decision Making Journal: Global Journal of Business Research Pages: 53-71 Volume: 9 Issue: 3 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/gjbres/gjbr-v9n3-2015/GJBR-V9N3-2015-5.pdf File-Format: Application/pdf Handle: RePEc:ibf:gjbres:v:9:y:2015:i:3:p:53-71 Template-Type: ReDIF-Article 1.0 Author-Name: Sugeeth Patabendige Author-Name: Chathuri Senarath Title: FINANCIAL LIBERALIZATION: A FOURTH GENERATION THOUGHT Abstract: Empirical studies in the late 1980s and 1990s on financial liberalization lent support to the reforms carried out in line with the Mckinnon-Shaw hypothesis. Later evidence shows financial liberalization failed to achieve its desired results in many countries. Thus, the emphasis of current literature is to identify and explain the reasons for non-achievement of expected objectives to be realized through financial liberalization. An extensive literature survey done through this study reveals two main reasons for this failure. One is the incorrect policy procedure being followed in implementing financial liberalization referred to as a sequential problem. The other is to have policy inconsistencies during the reforming periods, referred to as a macroeconomic problem. This paper analyses the theoretical evolution of financial liberalization considering the empirical evidence presented by researchers through first, second and third generations of financial liberalization. The objective is to develop a more comprehensive analysis that can be identified as a fourth generation model of financial liberalization. Future researchers can make use of this model in their empirical analysis on measuring the success of financial reforms’ in various countries Classification-JEL: G000, G010 Keywords: Financial Liberalization, Mckinnon-Shaw Hypothesis, Sequential Problem, Macroeconomic Problem, Fourth Generation Model Journal: Global Journal of Business Research Pages: 73-82 Volume: 9 Issue: 3 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/gjbres/gjbr-v9n3-2015/GJBR-V9N3-2015-6.pdf File-Format: Application/pdf Handle: RePEc:ibf:gjbres:v:9:y:2015:i:3:p:73-82 Template-Type: ReDIF-Article 1.0 Author-Name: Maria-Stella Etomchi Njoku Author-Name: Chinedum Nduka Author-Name: Ebere Rejoice Okocha Title: BRAND-SWITCHING IN NIGERIAN BANKS: EVIDENCE FROM CRITICAL INCIDENTS Abstract: This paper investigates the critical incidents that characterize interface between banking service providers and their customers. The study also assesses the effects of critical incidents on the brand switching behavior in Nigeria Money Deposit Banks. Data were collected via self-administered questionnaire to customers of the banks under review in Nigeria. Some 150 customers were sampled using a combination of multistage and purposive sampling techniques. Data were analyzed using descriptive statistics and a correlation model. Empirical findings indicate that critical incidents are more significant among other variables that influence brand-switching in Nigeria Banks. Customers in the banking industry accommodate negative critical incidents from service-providers to a level of elasticity before brand-switching takes place. We also found a significant and strong positive relationship between negative critical incident and brand-switching. The study therefore recommends that service providers should consciously create positive critical incidents that would increase customers’ expectation/loyalty. The value of the study would proffer solutions to customers switching behavior Classification-JEL: M3, G2 Keywords: Critical Incident Technique, Switching Behavior, Brand Loyalty, Brand Switching and Customer Satisfaction Journal: Global Journal of Business Research Pages: 83-89 Volume: 9 Issue: 3 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/gjbres/gjbr-v9n3-2015/GJBR-V9N3-2015-7.pdf File-Format: Application/pdf Handle: RePEc:ibf:gjbres:v:9:y:2015:i:3:p:83-89 Template-Type: ReDIF-Article 1.0 Author-Name: Rajeh Alragas Author-Name: P. Murphy Author-Name: Mamata Parhi Author-Name: T.K.Mishra Author-Name: Bazoumana Ouattara Title: EMPIRICAL EVIDENCE ON THE RELATIONSHIP BETWEEN TRADE OPENNESS AND ECONOMIC GROWTH Abstract: This paper examines the impact of trade openness on economic growth using a new measure of trade openness proposed by Squalli1 and Wilson (2011). In contrast to the vast majority of the existing literature, the new measure of trade openness accounts for not only the country trade share of its GDP but also the relative size of the country’s trade compared to the world trade in a given year. Using this innovative way to measure openness, the current essay examines the impact of trade openness on economic growth. We use data set includes 182 countries and covers the period from 1971 to 2011. We employ the Common Correlated Effects Mean Group (CCEMG) estimator developed by Pesaran (2006) and applied Cavalcanti et al. (2011) which takes into consideration the heterogeneity nature of world countries Classification-JEL: F140 Keywords: Trade Openness, Economic Growth, Common Correlated Effects Mean Group (CCEMG) Estimator Journal: Global Journal of Business Research Pages: 91-96 Volume: 9 Issue: 3 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/gjbres/gjbr-v9n3-2015/GJBR-V9N3-2015-8.pdf File-Format: Application/pdf Handle: RePEc:ibf:gjbres:v:9:y:2015:i:3:p:91-96 Template-Type: ReDIF-Article 1.0 Author-Name: Fernando Juárez Title: THE ACCOUNTING EQUATION INEQUALITY: A SET THEORY APPROACH Abstract: The basics of financial accounting in the balance sheet and the accounting equation are revisited from the viewpoint of axiomatic set theory and predicate logic. The conceptual distinction between assets and claims on the assets are pointed out; next, it follows an application of the axioms of the theory. By a combination of axioms, this application leads to obtain two sets of capital units, which contains assets and claims (Liabilities plus Owners’ Equity) on the assets, respectively. These sets are properly built, according to the use of the axioms; they contain all the lowest level items of the financial statements that still have financial meaning in the balance sheet. An analysis of the equality between these sets was applied to test the equality of the assets to the union of liabilities and equity. The analysis determined that these sets were not equal and as a conclusion assets are not equal to liabilities plus equity. This inequality is interpreted within the restrictions of the application of the set theory to financial data and algebraic sum. Nevertheless, the particular case where the accounting equation holds is described; however, this case has no financial meaning Classification-JEL: G3, M2, M4 Keywords: Corporate Finances, Financial Accounting, Balance Sheet, Accounting Equation, Set Theory Journal: Global Journal of Business Research Pages: 97-104 Volume: 9 Issue: 3 Year: 2015 File-URL: http://www.theibfr2.com/RePEc/ibf/gjbres/gjbr-v9n3-2015/GJBR-V9N3-2015-9.pdf File-Format: Application/pdf Handle: RePEc:ibf:gjbres:v:9:y:2015:i:3:p:97-104