International Journal for Applied Information Management

Diversity, Equity, and Inclusion (DEI) Initiatives and Job Performance: The Mediating Effect of Job Satisfaction Among BPO Employees In Quezon City, Philippines

2026-04-03T06:52:57+07:00

The purpose of this study was to measure the mediating effect of job satisfaction regarding the relationship between Diversity, Equity, and Inclusion (DEI) initiatives and job performance among employees in BPO companies working in Quezon City. The objective of this study is to determine the perception of employees about their job satisfaction and job performance in regard to DEI initiatives. A quantitative approach was taken by collecting data from 280 respondents, with an additional 30 respondents for pilot testing to prove the reliability and construct validity of the instrument. Path analysis was employed to analyze the relations among DEI initiatives, job satisfaction, and job performance. The results showed that the three variables all have a positive and statistically significant relationship. DEI initiatives had a substantial direct impact on job satisfaction and a direct influence on job performance, while job satisfaction has a notable influence on job performance. The findings confirmed that work satisfaction plays the role of mediator between DEI initiatives and job performance, suggesting that inclusive practices in the workplace increase both satisfaction and performance. BPO companies were recommended to continue improving DEI initiatives by promoting equal hiring practices, equal training benefits, and inclusive work policy provisions so that high levels of work satisfaction are fostered, together with improved performance among the employees.

Literature Review of the Telemedicine & Knowledge Security Topic

2026-04-04T05:16:23+07:00

Telemedicine has fundamentally transformed healthcare delivery by enabling remote consultations, diagnoses, and follow-ups, thereby enhancing accessibility and efficiency. Nevertheless, this transformation poses critical challenges related to data security, confidentiality, and the protection of knowledge exchange. This paper seeks to review the literature on knowledge security and its relationship with telemedicine within healthcare organizations. The paper summarizes trends of knowledge security and telemedicine, underscores their interconnections, and traces their evolution over time. It also reviewed the historical development of both concepts, examined them jointly and separately, and addressed their associated notions. Moreover, the study reviewed conferences and scientific societies that engaged with the topic, as well as research interests in the topic and their progression within contemporary intellectual production. Finally, a digital indicator was employed to trace the terminology related to the topic. The study used a descriptive–analytical method, which involved consulting the literature including research papers, articles, and books and subjecting it to both descriptive and analytical examination. This approach was applied to review the key terminology relevant to the topic and to extract related findings and implications. The study concluded from the literature that research interests have addressed knowledge security and information security on the one hand, and telemedicine on the other; however, these domains diverged in their approaches and variables. Furthermore, to the best of the researcher’s knowledge, this literature represents the first contribution in Arabic to link knowledge security with telemedicine explicitly. The researcher intends to expand on this connection in future work to make a distinctive contribution to intellectual production in this field.

Events’ Service Quality and Electronic Word of Mouth: The Mediating Role of Customer Satisfaction

2026-04-03T15:59:19+07:00

High-touch events emphasize direct artist–fan interaction and have become an important driver of engagement and economic activity in the entertainment industry. However, limited research has examined how service quality in such events influences customer satisfaction and electronic word-of-mouth (e-WOM), particularly in the Philippine context. This study aims to investigate the relationships between high-touch event service quality, customer satisfaction, and e-WOM, as well as the mediating role of customer satisfaction. A quantitative research design was employed using survey data collected from 291 respondents who had attended high-touch events in Metro Manila. Data were analyzed using weighted mean, Pearson correlation, and mediation analysis. The results revealed that service quality has a strong positive relationship with customer satisfaction (r = 0.821, p < 0.05) and e-WOM (r = 0.835, p < 0.05). Customer satisfaction also significantly influences e-WOM (r = 0.786, p < 0.05) and partially mediates the relationship between service quality and e-WOM. These findings indicate that improving service quality in high-touch events enhances customer satisfaction, which in turn promotes positive e-WOM. The study highlights the importance of delivering high-quality interactive experiences to strengthen customer retention and engagement in the event industry.

A Literature Review on the Subject of Knowledge Management and Improving Institutional Performance

2026-04-04T05:31:54+07:00

This study reviews the literature on knowledge management (KM) and its role in improving institutional performance, with a focus on applications in institutional communication centers. It aims to assess the development of research in this field, identify key themes related to KM practices, and examine their impact on organizational performance, while outlining potential directions for future research. The study adopts an inductive analytical approach through the examination of relevant scientific publications to identify major trends and patterns in the literature. The review is contextualized within the Institutional Communication Center at King Abdulaziz University, Jeddah, during the academic year 1447 AH / 2025 AD, as a case reflecting the relationship between KM and institutional communication. The findings indicate that the effective implementation of KM practices contributes to improving institutional performance by enhancing service quality, supporting informed decision-making, and strengthening communication processes within the organization. In addition, integrating KM into communication environments supports the role of communication centers as key channels linking institutions with their stakeholders. The analysis also shows that digital transformation, particularly through social media and digital platforms, plays an important role in facilitating knowledge sharing, interaction, and innovation. Previous studies emphasize the importance of developing integrated KM strategies, enhancing employee capabilities, and promoting organizational flexibility to support sustained institutional performance. Overall, the study confirms that knowledge management represents an important approach for improving institutional performance, especially when aligned with communication functions and digital developments within organizations.

The Mediating Effect of Perceived Satisfaction on the Relationship of Service Quality and Willingness to Recommend: The Case of Custom Phone Case Vending Machine

2026-04-03T21:09:54+07:00

This study aims to examine the mediating role of perceived satisfaction in the relationship between service quality and willingness to recommend in the context of a custom phone case vending machine. Despite the growing adoption of automated retail technologies, limited empirical studies have explored customer behavior in personalized vending services, particularly in emerging markets. Addressing this gap, the study employed a descriptive-correlational research design with 319 respondents from selected shopping malls (Robinsons Galleria, SM Fairview, and SM Aura). Data were analyzed using weighted mean, regression analysis, and Sobel test to assess both direct and indirect relationships among variables. The findings indicate that respondents reported high perceptions across all SERVQUAL dimensions (reliability, assurance, tangibles, empathy, and responsiveness), suggesting strong overall service performance. Perceived satisfaction (M = 4.36) and willingness to recommend (M = 4.38) were also rated highly, indicating positive customer evaluations and advocacy intentions. Mediation analysis revealed that perceived satisfaction partially mediates the relationship between service quality and willingness to recommend. This suggests that while service quality directly influences recommendation behavior, it also exerts an indirect effect through enhanced customer satisfaction. This study contributes to the extension of service quality and customer behavior models in automated retail contexts by demonstrating both direct and mediated effects of service quality on recommendation intention. Practically, the findings highlight the importance of maintaining high service standards and optimizing customer experience in vending-based retail systems to strengthen satisfaction and encourage positive word-of-mouth.