Rana Muhammad Umar
Biographic Data
| ID | 9460914 |
|---|---|
| NAME | Rana Muhammad Umar |
| GIVEN NAMES | Rana Muhammad |
| FAMILY NAME | Umar |
| SIGNATURE | UMAR R M |
| AFFILIATIONS | University of Udine |
| ORCID | 0000-0003-4747-5671 |
| VERIFIED | Yes |
| TOTAL WORKS | 4 |
| TOTAL CITATIONS | 0 |
| WORKS AS AUTHOR | 4 |
| WORKS AS EDITOR | 0 |
| FIRST PUBLICATION YEAR | 2022 |
| LATEST PUBLICATION YEAR | 2025 |
| H-INDEX | 0 |
Effect of employee emotional competence on customer emotional attachment
Purpose This study aims to enhance our understanding of employee emotional competence (EEC) in the context of service failure and recovery. Accordingly, the present study investigates the relationship between perceived EEC and customer emotional attachment (CEA) through the mediating role of service recovery satisfaction (RES). Furthermore, the study examines the moderating impact of service failure severity (SFS) on the relationship between perc…
Influence of Corporate Digital Responsibility on Financial Performance
This study examines the mediating role of firm reputation in the relationship between corporate digital responsibility (CDR) and financial performance in an emerging market, Ethiopia. An online cross‐sectional survey was used to collect data from 126 agricultural, manufacturing, and service firms. The study used partial least squares structural equation modeling (PLS‐SEM) to analyze the hypothesized relationship. Our findings reveal that the impa…
Handling the open culture dilemma in museum management
As part of their evolving social and digital mission, museums are tasked with fostering sustainability and inclusion throughout the physical-digital continuum and increasingly focus on accessible, participatory and representative culture. While openness is key in the service of society, museums face an open culture dilemma as copyright complicates their decision-making. Despite the topic’s relevance, research is limited: little has been done to i…
Employee emotional competence and service recovery satisfaction
Purpose Employees' emotional competence (EEC) is gaining increasing attention in service failure and recovery research. This study investigates the mediating role of consumer forgiveness between perceived EEC and recovery satisfaction among casual dining consumers. Additionally, this study examines the effect of perceived EEC on recovery satisfaction across process failure vs outcome failure. Design/methodology/approach A critical incident techni…
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Employee emotional competence and service recovery satisfaction
Purpose Employees' emotional competence (EEC) is gaining increasing attention in service failure and recovery research. This study investigates the mediating role of consumer forgiveness between perceived EEC and recovery satisfaction among casual dining consumers. Additionally, this study examines the effect of perceived EEC on recovery satisfaction across process failure vs outcome failure. Design/methodology/approach A critical incident techni…
Handling the open culture dilemma in museum management
As part of their evolving social and digital mission, museums are tasked with fostering sustainability and inclusion throughout the physical-digital continuum and increasingly focus on accessible, participatory and representative culture. While openness is key in the service of society, museums face an open culture dilemma as copyright complicates their decision-making. Despite the topic’s relevance, research is limited: little has been done to i…
Effect of employee emotional competence on customer emotional attachment
Purpose This study aims to enhance our understanding of employee emotional competence (EEC) in the context of service failure and recovery. Accordingly, the present study investigates the relationship between perceived EEC and customer emotional attachment (CEA) through the mediating role of service recovery satisfaction (RES). Furthermore, the study examines the moderating impact of service failure severity (SFS) on the relationship between perc…
Influence of Corporate Digital Responsibility on Financial Performance
This study examines the mediating role of firm reputation in the relationship between corporate digital responsibility (CDR) and financial performance in an emerging market, Ethiopia. An online cross‐sectional survey was used to collect data from 126 agricultural, manufacturing, and service firms. The study used partial least squares structural equation modeling (PLS‐SEM) to analyze the hypothesized relationship. Our findings reveal that the impa…
Business (3 works) · Competence (human resources) (2 works) · Customer satisfaction (2 works) · Customer Service Quality and Loyalty (2 works) · Marketing (2 works) · Marketing (2 works) · Psychology (2 works) · Service (business) (2 works) · Service quality (2 works) · Service Recovery (2 works)