How knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction
Autor(a) principal: | |
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Data de Publicação: | 2019 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Independent Journal of Management & Production |
Texto Completo: | http://www.ijmp.jor.br/index.php/ijmp/article/view/854 |
Resumo: | This article aims to investigate the nature and effect of talent management strategies on customer satisfaction in Jordan’s banking sector, as well as the mediating effect of knowledge management in this relationship. Based on the extant literature, the author developed indicators and multi-item measures for the independent variable, dependent variable, and the mediator using a survey instrument (sample N=1189, with an 89% response rate). The results show those employees’ perceptions of Talent Attraction Strategy, Talent Development Strategy, Succession Planning Strategy, and especially Talent Retention Strategy are the most important contributors to Talent Management. They also suggest that Talent Management Strategies contribute to enhancing customer satisfaction through improvements in knowledge management. Overall, the Study Equation Model demonstrates that knowledge management mediates the relationship between talent management strategies and customer satisfaction. As a rule, Talent Management Strategies have a positive relationship with knowledge management, which in turn has a positive influence on customer satisfaction. |
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Independent Journal of Management & Production |
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How knowledge management mediates the strategic role of talent management in enhancing customer's satisfactionTalent ManagementStrategiesKnowledge ManagementCustomer SatisfactionJordan Banking SectorThis article aims to investigate the nature and effect of talent management strategies on customer satisfaction in Jordan’s banking sector, as well as the mediating effect of knowledge management in this relationship. Based on the extant literature, the author developed indicators and multi-item measures for the independent variable, dependent variable, and the mediator using a survey instrument (sample N=1189, with an 89% response rate). The results show those employees’ perceptions of Talent Attraction Strategy, Talent Development Strategy, Succession Planning Strategy, and especially Talent Retention Strategy are the most important contributors to Talent Management. They also suggest that Talent Management Strategies contribute to enhancing customer satisfaction through improvements in knowledge management. Overall, the Study Equation Model demonstrates that knowledge management mediates the relationship between talent management strategies and customer satisfaction. As a rule, Talent Management Strategies have a positive relationship with knowledge management, which in turn has a positive influence on customer satisfaction.Independent2019-04-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdftext/htmlhttp://www.ijmp.jor.br/index.php/ijmp/article/view/85410.14807/ijmp.v10i2.854Independent Journal of Management & Production; Vol. 10 No. 2 (2019): Independent Journal of Management & Production; 334-3542236-269X2236-269Xreponame:Independent Journal of Management & Productioninstname:Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)instacron:IJM&Penghttp://www.ijmp.jor.br/index.php/ijmp/article/view/854/994http://www.ijmp.jor.br/index.php/ijmp/article/view/854/1000Copyright (c) 2019 Zeyad Faisal Al-Azzaminfo:eu-repo/semantics/openAccessAl-Azzam, Zeyad FaisalAl-Qura'an, Atif Badri2019-05-01T03:09:50Zoai:www.ijmp.jor.br:article/854Revistahttp://www.ijmp.jor.br/PUBhttp://www.ijmp.jor.br/index.php/ijmp/oaiijmp@ijmp.jor.br||paulo@paulorodrigues.pro.br||2236-269X2236-269Xopendoar:2019-05-01T03:09:50Independent Journal of Management & Production - Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)false |
dc.title.none.fl_str_mv |
How knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction |
title |
How knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction |
spellingShingle |
How knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction Al-Azzam, Zeyad Faisal Talent Management Strategies Knowledge Management Customer Satisfaction Jordan Banking Sector |
title_short |
How knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction |
title_full |
How knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction |
title_fullStr |
How knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction |
title_full_unstemmed |
How knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction |
title_sort |
How knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction |
author |
Al-Azzam, Zeyad Faisal |
author_facet |
Al-Azzam, Zeyad Faisal Al-Qura'an, Atif Badri |
author_role |
author |
author2 |
Al-Qura'an, Atif Badri |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Al-Azzam, Zeyad Faisal Al-Qura'an, Atif Badri |
dc.subject.por.fl_str_mv |
Talent Management Strategies Knowledge Management Customer Satisfaction Jordan Banking Sector |
topic |
Talent Management Strategies Knowledge Management Customer Satisfaction Jordan Banking Sector |
description |
This article aims to investigate the nature and effect of talent management strategies on customer satisfaction in Jordan’s banking sector, as well as the mediating effect of knowledge management in this relationship. Based on the extant literature, the author developed indicators and multi-item measures for the independent variable, dependent variable, and the mediator using a survey instrument (sample N=1189, with an 89% response rate). The results show those employees’ perceptions of Talent Attraction Strategy, Talent Development Strategy, Succession Planning Strategy, and especially Talent Retention Strategy are the most important contributors to Talent Management. They also suggest that Talent Management Strategies contribute to enhancing customer satisfaction through improvements in knowledge management. Overall, the Study Equation Model demonstrates that knowledge management mediates the relationship between talent management strategies and customer satisfaction. As a rule, Talent Management Strategies have a positive relationship with knowledge management, which in turn has a positive influence on customer satisfaction. |
publishDate |
2019 |
dc.date.none.fl_str_mv |
2019-04-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://www.ijmp.jor.br/index.php/ijmp/article/view/854 10.14807/ijmp.v10i2.854 |
url |
http://www.ijmp.jor.br/index.php/ijmp/article/view/854 |
identifier_str_mv |
10.14807/ijmp.v10i2.854 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
http://www.ijmp.jor.br/index.php/ijmp/article/view/854/994 http://www.ijmp.jor.br/index.php/ijmp/article/view/854/1000 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2019 Zeyad Faisal Al-Azzam info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2019 Zeyad Faisal Al-Azzam |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf text/html |
dc.publisher.none.fl_str_mv |
Independent |
publisher.none.fl_str_mv |
Independent |
dc.source.none.fl_str_mv |
Independent Journal of Management & Production; Vol. 10 No. 2 (2019): Independent Journal of Management & Production; 334-354 2236-269X 2236-269X reponame:Independent Journal of Management & Production instname:Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) instacron:IJM&P |
instname_str |
Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) |
instacron_str |
IJM&P |
institution |
IJM&P |
reponame_str |
Independent Journal of Management & Production |
collection |
Independent Journal of Management & Production |
repository.name.fl_str_mv |
Independent Journal of Management & Production - Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) |
repository.mail.fl_str_mv |
ijmp@ijmp.jor.br||paulo@paulorodrigues.pro.br|| |
_version_ |
1797220491861164032 |