Open AccessHow knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction
Author(s) -
Zeyad Faisal Al-Azzam,
Atif Badri Al-Qura'an
Publication year - 2019
Publication title -
independent journal of management and production
Language(s) - English
Resource type - Journals
ISSN - 2236-269X
DOI - 10.14807/ijmp.v10i2.854
Subject(s) - talent management , business , customer satisfaction , extant taxon , knowledge management , marketing , enterprise relationship management , sample (material) , perception , customer relationship management , customer retention , psychology , computer science , service (business) , service quality , chemistry , chromatography , evolutionary biology , neuroscience , biology
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.