Journal of Logistics, Informatics and Service Science | 2026
Authors: Al-Kharabsheh S.A.I.
DOI: 10.33168/JLISS.2026.0208
Journal: Journal of Logistics, Informatics and Service Science
Year: 2026
Publisher: Success Culture Press
Document Type: Article
Open Access: All Open Access; Gold Open Access
Cited by: 1
The current study focuses on the degree to which a strategic leadership and an organizational learning culture support the sustainability of the human capital in service systems that are information-intensive and the role of employee empowerment in the process is subject to review. Based on the conceptualizations of the Resource-Based View and the service capability theory, the present research visions the notion of sustainable human capital as a paradigm service-enabling capability, which serves to facilitate service reliability, adaptability, and innovativeness in digitally transforming banking institutions. The survey data were gathered on the basis of a sample of 467 employees and managers working with big commercial banks in Jordan and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings show that strategic leadership and organizational learning culture have a significant role in employee empowerment which in turn has a positive impact on the human capital sustainability. These relationships are mediated partially by employee empowerment, which implies its role in transforming leadership vision and learning resources into the revitalization of service capability. The findings emphasize that the empowered human capital plays a critical role in maintaining service quality and resilience in the information-intensive service environment. Therefore, the paper contributes to the research on service science and informatics by demonstrating how the leadership and learning systems can support the achievement of sustainable human capital results and outcomes through empowerment in digitally mediated service systems. © 2026, Success Culture Press. All rights reserved.
Banking Sector; Employee Empowerment; Human Capital Sustainability; Organizational Learning Culture; Strategic Leadership