Annals of Management and Organization Research

The Impact of Competence and Work Discipline on Employee Performance at XLSmart

Broto Wiyono, Sri Wahyuningsih, Yeti Rohayati, Dwiwahjuni Wulandari — Tue, 13 Jan 2026 00:00:00 +0700

Purpose: This study aims to examine the effect of competence and work discipline on employee performance at XLSmart Jakarta. The focus is to understand how these two human resource dimensions contribute to organizational success in a highly competitive business environment

Research Methodology: The research adopts a quantitative approach with descriptive and verificative methods. The population consists of 400 employees, and a sample of 80 respondents was determined using the Slovin formula. Data were collected through questionnaires and analyzed using SPSS version 25. Validity and reliability tests confirmed that all indicators were appropriate and consistent for measuring the study variables.

Results: The findings show that both competence and work discipline have a significant positive effect on employee performance. The regression model Y = 26.423 + 0.226X1 + 0.178X2 explains that improvements in competence and discipline lead to better performance outcomes. The coefficient of determination (R²) of 0.627 indicates that 62.7% of performance variance is explained by competence and discipline, while 37.3% is due to other factors not investigated in this study.

Conclusions: Competence and discipline are essential drivers of employee performance. Organizations need to strengthen training programs and enforce discipline consistently to maximize productivity.

Limitations: This study is limited to one company and uses cross-sectional data, which may restrict generalizability.

Contribution: Explain how this study can contribute. To whom, what study area, discipline, etc.

Artificial Intelligence Personalized Marketing Content and Consumer Behavior in Nigerian SMEs

Fri, 06 Feb 2026 00:00:00 +0700

Purpose: This study examined how AI-driven personalization of digital marketing content influences consumer behavior in Nigerian Small and Medium Enterprises (SMEs).

Research Methodology: A Systematic Literature Review (SLR) of 30 empirical studies published between 2015 and 2025 was performed. Data were sourced from peer-reviewed journal articles, conference papers, review studies, and industry reports that specifically examined AI-driven personalized marketing tools, particularly, product recommendation systems.

Results: The findings indicate that 60% of the reviewed studies reported moderate-to-high adoption of AI-driven personalized recommendation systems among digitally mature Nigerian SMEs in the retail and e-commerce sectors. Across studies, AI-enabled personalization produced an average 15.8% increase in consumer purchase intention, with a strong mean correlation (r = 0.60) between personalized product recommendations and purchase intentions.

Conclusions: AI-driven personalization significantly improves marketing effectiveness and positively shapes consumer purchase intentions in Nigerian SMEs.

Limitations: The exclusive use of secondary data and SLR-based synthesis limits the generalizability and real-time assessment of AI adoption and its impact on consumer behavior.

Contributions: This study consolidates empirical evidence on AI-personalized marketing in Nigerian SMEs, highlighting its impact on consumer purchase intention, while underscoring the need to address adoption barriers and ensure ethical data practices.

CEO Narcissism and Firm Performance: The Strategic Role of ESG Performance

Candy Candy, Elaine Wong, Robby Krisyadi — Mon, 16 Feb 2026 00:00:00 +0700

Purpose: This study investigates how CEO narcissism influences firm performance and examines whether Environmental, Social, and Governance (ESG) performance mediates this relationship.

Research Methodology: A quantitative approach was used to analyze data from 75 purposively selected firms listed on the Indonesian Stock Exchange (IDX) for the period 2019-2023. Regression methods were applied to test direct and indirect relationships with financial performance indicators such as ROA and ROE. ESG performance is used as a mediating variable.

Results: The study finds that CEO narcissism negatively affects ROA but positively influences ROE. ESG performance significantly impacts both ROA and ROE. The mediation analysis shows that ESG performance partially mediates the relationship between CEO narcissism and ROA but does not significantly mediate the relationship with ROE.

Conclusions: CEO narcissism affects firm performance directly and indirectly through ESG performance, emphasizing ESG as a strategic pathway for executive characteristics to shape financial outcomes.

Limitations: CEO narcissism was measured using photographs, which may introduce bias. This study is limited to Indonesian firms, which reduces generalizability.

Contributions: This study contributes to corporate governance, leadership studies, and sustainability management by highlighting the influence of CEO traits on ESG-driven performance. This study extends the Upper Echelons Theory by incorporating ESG dimensions into the CEO-firm performance relationship.

Complaint Handling and Satisfaction Effects on OTA User Retention in Indonesia

Susi Indriyani, Dewi Silvia, Hasbullah Hasbullah — Tue, 24 Feb 2026 00:00:00 +0700

Purpose: This study aimed to investigate the impact of complaint handling service quality and user satisfaction on customer retention within Indonesia's Online Travel Agent (OTA) industry.

Research Methodology: A quantitative survey was conducted, collecting data from 160 OTA users with complaints. The data were analyzed using multiple linear regression to assess the relationships between complaint handling and satisfaction and user retention.

Results: The results show that both complaint handling service quality (? = 0.579) and user satisfaction (? = 0.647) significantly and positively affect user retention, explaining 53.4% of its variance (Adj. R² = 0.534, p < 0.001). Effective complaint handling and high satisfaction levels are critical for sustaining customer loyalty.

Conclusion: The study concludes that OTAs must prioritize transparent complaint management, empathetic customer service, and personalized satisfaction programs to enhance user retention. These factors contribute significantly to maintaining customer loyalty in the competitive digital tourism market.

Limitations: The study is limited by the use of snowball sampling, which affects generalizability. It also relied on self-reported data, which may have introduced bias. Future research could employ mixed-methods designs and expand to cross-cultural contexts.

Contributions: This study contributes to the digital service recovery literature by integrating complaint handling and satisfaction factors to explain OTA user retention in Indonesia, offering new insights into the strategic importance of service recovery for customer loyalty.

“I Didn’t Understand Why it had to be a Woman” Realities of Ghanaian Women in Engineering

Anita Bans-Akutey — Tue, 24 Feb 2026 00:00:00 +0700

Purpose: This study examines the lived realities of Ghanaian women in engineering (GWIE) within the broader context of persistent gender disparities in science, technology, engineering, and mathematics (STEM).

Research Methodology: This study adopts a qualitative design grounded in a phenomenological perspective and guided by social constructivism to capture participants lived experiences. A maximum variation sampling technique was employed to select 20 female engineers to ensure diversity across disciplines and career stages. Data were generated through in-depth interviews and observations and subsequently analyzed using thematic analysis to identify recurring patterns and meanings.

Results: The findings revealed that many GWIE experienced unplanned career shifts, often undertaken without consultation. Their educational and professional pathways are marked by versatility and adaptability, reflecting the need to adjust to constrained opportunities in the job market. Participants operate in work environments characterized by entrenched gender biases and infrastructural inadequacies, which limit their professional growth. Nevertheless, GWIE demonstrate strong intrinsic motivation, driven by their passion for engineering and commitment to contributing meaningfully to society.

Conclusions: The study concludes that the professional experiences are shaped by a complex interplay of individual resilience, family support, and systemic gendered constraints within engineering institutions. While personal motivation sustains women’s engagement in the field, institutional practices continue to reproduce inequities that hinder their career advancement.

Limitations: The reliance on self-reported experiences may be influenced by subjective interpretations

Contributions: This study contributes to the limited empirical literature on women in engineering in Ghana by providing context-specific insights into their experiences.

Digital Transformation and Employee Productivity in Nigeria’s Mobile Telecommunication Sector

Wed, 25 Feb 2026 00:00:00 +0700

Purpose: This study seeks to analyze Digital Transformation and employee productivity in Nigeria’s mobile telecommunications sector by specifically examining the effect of digital skills and task efficiency among employees and investigating the effect of technology adoption on the output quality of employees in Nigeria’s mobile telecommunications sector.

Research Methodology: A survey research design was utilized, and data were collected from 347 employees in the Nigerian mobile telecommunications sector and analyzed using linear regression.

Results: The findings revealed that digital skills had a significant, strong positive effect on task efficiency, with the model explaining 61.3% of the variance. Similarly, technology adoption significantly and positively affected output quality, accounting for 45.4% of the variance in the outcome variable.

Conclusions: Mobile telecommunication firms must prioritize strategic training initiatives to fully leverage their technological investments and optimize workforce performance

Limitations: Online surveys were utilized; hence, there may be bias in responses from respondents.

Contributions: This study will enable the management of mobile telecommunications firms to design and implement target programs and provide insight into how to collaborate with policymakers and industry leaders to develop a digital literacy framework.