Periodicity.: March - April 2019
e-ISSN......: 2236-269X
Cover Image

How knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction

Zeyad Faisal Al-Azzam, Atif Badri Al-Qura'an

Abstract


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.


Keywords


Talent Management; Strategies; Knowledge Management; Customer Satisfaction; Jordan Banking Sector

Full Text:

PDF HTML

References


AGBOR, J. M. (2011) The Relationship. between Customer Satisfaction and Service Quality: a study of three Service sectors in Umeå. Master Thesis (unpublished): Umea University.

AHMADI, A. A.; AHMADI, F.; ABBASPALANGI, J. (2012) Talent Management and Succession Planning. Interdisciplinary Journal of Contemporary Research in Business, v. 4, n. 1, p. 213-224.

AKRAM, K.; SIDDIQUI, S. H.; NAWAZ, M. A.; GHAURI, T. A.; CHEEMA, A. H. (2011) Role of Knowledge Management to Bring Innovation: An Integrated Approach, International Bulletin of Business Administration, v. 11, p. 121-134.

AL-AZZAM, Z. F.; IRTAIMEH, H. J.; KHADDAM, A. A. H. (2017) Examining the Mediating Effect of Strategic Agility in the Relationship. between Intellectual Capital and Organizational Excellence in Jordan Service Sector. Journal of Business, v. 6, n. 1, p. 7-15.

ANDERSON, J. C.; GERBING, D. W. (1988) Structural Equation Modeling in Practice: A Review and Recommended Two-Step. Approach. Psychological Bulletin, v. 103, n. 3, p. 411–423.

AREIQAT A. Y.; ABDELHADI T.; AL-TARAWNEH H. A. (2010) Talent Management as a Strategic Practice of Human Resource Management to Improve Human Performance. Journal of Contemporary Research in Business, v. 2, n. 2.

ARNOLD, K. A.; TURNER, N.; BARLING, J.; KELLOWAY, E. K.; MCKEE, M. C. (2007) Transformational Leadership. and Psychological Well-being: The Mediating Role of Meaningful Work. Journal of Occupational Health Psychology, v. 12, n. 3, p. 193–203.

BAHRAMI, M. A.; GHOLAMI, A. (2016) The Relationship. between Knowledge Management and Talent Management and Employee Engagement Export Development Bank of Iran. International Academic Journal of Accounting and Financial Management, v. 3, n. 10, p. 32-41.

BARKHUIZEN N.; MOGWERE P.; SCHUTTE N. (2014) Talent Management, Work Engagement and Service Quality Orientation of Support Staff in a Higher Education Institution. Mediterranean Journal of Social Sciences, v. 5, n. 4, p. 69-77.

BAYYURT; NIZAMETTIN; RIZVI (2015) Impact of Talent Management on Perceived organizational Effectiveness: Service Industry in Lahore, Pakistan. Research Journal of Business and Management, v. 2, n. 4, p. 468-487.

BECERRA-FERNANDEZ, I.; SABHERWAL, R. S. (2010) Knowledge Management: Systems and Processes. M. E Sharpe Inc. New York: USA.

BRATIANU, C. (2010) A Critical Analysis of Nonaka’s Model of Knowledge Dynamics. Electronic Journal of Knowledge Management, v. 8, n. 2, p. 193 –200.

CAMPBELL, V.; HIRSH W. (2013) Talent Management: A Four-Step. Approach. Institute for Employment Studies: UK.

CÂMPEANU-SONEA, E.; SONEA, A.; GABOR-SUPURAN, R.; MUREŞAN, A. (2011) Organizational Competence – A Development Framework. Management & Marketing, v. 6, n. 2, p. 301–318.

DAHIYA, D.; GUPTA, M.; JAIN, P. (2012) Enterprise Knowledge Management System: A Multi Agent Perspective. Information Systems, Technology and Management, v. 285, p. 271-281

DAUD, S.; ABDUL HAMID, H. (2006) Successful Knowledge Sharing in Private Higher Institutions Education: Factors and Barriers. Paper presented at the Knowledge Management International Conference and Exhibition, Kuala Lumpur, Malaysia.

DAVENPORT, T. H.; PRUSAK, L. (1998) Working Knowledge: How Organizations Manage What They Know. Massachusetts, Harvard Business School Press, Boston

DHANALAKSHMI, R. V.; GURUNATHAN, K. B. (2014) A Study on Talent Management as a Strategy to Influence Employee Engagement and Its Affect on The Organizational Outcome. International Journal of Business and Administration Research Review, v. 2, n. 4, p. 183-186.

GHOLAMI, M. H.; ASLI, M.; SHIRKOUHI, N.; NAZARI, S.; NORUZY, A. (2013) Investigating the Influence of Knowledge Management Practices on Organizational Performance: An Empirical Study. Acta Polytechnica Hungarica, v. 10, n. 2, p. 205-216. DOI: http://10.12700/APH.10.02.2013.2.14.

GOFFEE R.; JONES G. (2007) Leading Clever People. Harvard Business Review, p. 72-79.

GOLD, A. H.; MALHOTRA, A.; SEGARS, A. H. (2001) Knowledge Management: An Organizational Capabilities Perspective. Journal of Management Information Systems, v. 18, n. 1, p. 185-214.

GROBLER P. A.; DIEDERICKS H. (2009) Talent management: An empirical study of selected South African hotel groups. Southern African Business Review, v. 13, n. 3, p. 1–27.

HALAWI, L. A.; ARONSON, J. E.; MCCARTHY, R V. (2005) Resource-Based View of Knowledge Management for Competitive Advantage. The Electronic Journal of Knowledge Management, v. 3, n. 2, p. 75-86.

HEJASE, H. J.; HEJASE, A. J.; MIKDASH, G.; BAZEIH, Z. F. (2016) Talent Management Challenges: An Exploratory Assessment from Lebanon. International Journal of Business Management and Economic Research, n. 7, n. 1, p. 504-520.

HENSELER, J.; RINGLE, C. M.; SINKOVICS, R. R. (2009) The Use of Partial Least Squares Path Modeling in International Marketing. Advances in International Marketing, v. 20, p. 277–320.

HOR, F. C.; HUANG, L-C.; SHIH, H-S.; LEE, Y-H.; LEE, S. (2012) Establishing Talent Management for Company’s Succession Planning through Analytic Network Process: Application to an MNC Semiconductor Company in Taiwan. Computers and Mathematics Applications, v. 60, p. 528–540.

HORVÁTHOVÁ, P. (2011) The Application of Talent Management at Human Resource Management in Organization. 3rd International Conference on Information and Financial Engineering IPEDR vol.12, IACSIT Press, Singapore.

IFTIKHAR, A.; ALLAH, N.; SHADIULLAH, K.; HABIBULLAH, K.; MUHAMMAD A. R.; MUHAMMAD H. K. (2011) Predictors of Patient Satisfaction. Gomal Journal of Medical Sciences, v. 9, n. 2, p. 183-188.

IRTAIMEH H. J.; AL-AZZAM Z. F.; KHADDAM A. A. (2016) Exploring The Impact of Talent Management Strategies and Service Quality on Patients’ Satisfaction. International Journal of Management (IJM), v. 7, n. 7, p. 23-38.

IRTAIMEH, H. J. (2017) Impact of Strategic Leadership. Competencies on Enhancing Core Competencies in organizations: An Applied Study on AlManaseer Group. International Journal of Advanced Research (IJAR), v. 5. n. 2, p. 2528-2538. Doi: http://dx.doi.org/10.21474/IJAR01/3436.

JAIN D.; SHARMA A.; SHARMA V. (2012) Talent Management Strategies in Current Scenario. VSRD International Journal of Business & Management Research, v. 2, n. 9, p. 496-501.

JACOBUCCI D.; OSTROM A.; GRAYSON K. (1995) Distinguishing Service Quality and Customer Satisfaction: The Voice of the Customer. Journal of Consumer Psychology, v. 4, n. 3, p. 277-303.

JENKINSON, C.; COULTER, A.; BRUSTER, S.; RICHARDS, N. CHANDOLA, T. (2002) Patients' Experiences and Satisfaction with Health Care: Results of a Questionnaire Study of Specific Aspects of Care. Quality and Safety in Health Care, v. 11, n. 4, p. 335-339.

KEHINDE, J. S. (2012) Talent Management: Effect on Organizational Performance. Journal of Management Research, v. 4, n. 2, p. 178-186.

KELLOWAY, E. K. (1998) Using LISREL for Structural Equation Modelling. Thousand Oaks, CA: Sage.

KIESSLING, T.; HARVEY, M. (2006) The Human Resource Management Issues During an Acquisition: The Target Firms Top. Management Team and Key Managers. International Journal of Human Resource Management. v. 17, n. 7, p. 1307-1320.

KIESSLING, T. S.; RICHEY, R.; GLENN, M. J.; DABIC, M. (2009) Exploring Knowledge Management to Organizational Performance Outcomes in a Transitional Economy. Journal of World Business, v. 44, p. 421- 433.

KING, W. R. (2009) Knowledge Management and Organizational Learning. Annals of Information Systems, v. 4, p. 3-13.

KOKETSO, L. P.; RUST, A. A. B. (2012) Perceived Challenges to Talent Management in the South African Public Service: An Exploratory Study of the City of Cape Town Municipality. African Journal of Business Management, v. 6, n. 6, p. 2221-2233.

KOTLER, P.; ARMSTRONG, G. (1999) Principles of Marketing. 8th Ed. Prentice-Hall. Englewood Cliffs: New Jersey.

KOTLER, P.; ARMSTRONG, G.; SAUNDERS, J.; WONG, V. (2002) Principle of Marketing. 3rd Edition. Pretence Hall: Europe.

KOTLER, P.; KELLER, K. L. (2009) Marketing Management. 13th Ed. Pearson Education Inc, Upper Saddle.

LAWLER III, E. E.; ULRICH, D. (2008) Talent: Making People Your Competitive Advantage. Johan Wiley and Sons Inc., San Francisco.

LEE, H.; LEE, Y.; YOO, D. (2000) The Determinants of Perceived Service Quality and its Relationship. with Satisfaction. Journal of Services Marketing, v. 14, n. 3, p. 217-231.

LEE, C. C.; YANG, J. (2000) Knowledge Value Chain. The Journal of Management Development, v. 19, n. 9, p. 783-794.

LEWIS, R. E.; HECKMAN, R. J. (2006) Talent Management: A Critical Review. Human Resources Management Review, v. 16, p. 139-154.

LIAO, S-H.; WU, C-C. (2009) The Relationship. Among Knowledge Management, Organizational Learning, and Organizational Performance. International Journal of Business and Management, v. 4, n. 4, p. 64-76.

MCDONNELL, A.; LAMARE, R.; GUNNIGLE, P.; LAVELLE, J. (2010) Developing Tomorrow's Leaders—Evidence of Global Talent Management in Multinational Enterprises. Journal of world business, v. 45, n. 2, p. 150- 160.

MICHAELS, E.; HANDFIELD-JONES, H.; AXELROD, B. (2001) The War for Talent. Boston, MA: Harvard Business School Press.

MILLER, C. (2014) Ready for My Close-Up: The New Rules of Talent Attraction. Retrieved on 18/10/2016. http://recruitingdaily.com/ready-close-new-rules-talent-attraction/.

MONIKA, C. (2012) The Place and Role of Talent Management in the Positive Organizational Potential: An Empirical Study of Companies Operating in Poland. Competition Forum, v. 10, n. 2.

MORSY, M. M. E. (2013) The Impact of Talent Management on Employee’s Engagement through Work – Family Balance As a Mediator: A field Study on Zagazyg University Hospitals. Jordan Journal of Business Administration, v. 9, n. 1, p. 22-40.

MUNTEAN S. N. (2014) Talent Management and its Contributions to the Performance of the Multinational Organizations. Management and Economic, v. 3, n. 75, p. 300-306.

NAFEI, W. A. (2015a) Talent Management and Health Service Quality from the Employee Perspective: A Study on Teaching Hospitals in Egypt. American International Journal of Social Science, v. 4, n. 1, p. 91-110.

NAFEI, W. A.. (2015b) The Effects of Talent Management on Service Quality: A Study on Commercial Banks in Egypt. International Business Research, v. 8, n. 4, p. 41-58.

NILSSON, S.; ELLSTRÖM, P. (2012) Employability and Talent Management: Challenges for HRD Practices. European Journal of Training and Development, v. 36, n. 1, p. 26-45. Doi: http://dx.doi.org/10.1108/03090591211192610.

NONAKA, I. (1994) A Dynamic Theory of Organizational Knowledge Creation. Organization Science, v. 5, n. 1, p. 14.

NONAKA, I.; BYOSIERE, P.; BORUCKI, P. C.; KONNO, N. (1995) Organizational Knowledge Creation Theory: A First Comprehensive Test. International Business Review, v. 3, n. 4, p. 337-351.

NONAKA, I.; TAKEUCHI, H. (1995) The Knowledge-Creating Company. How Japanese Companies Create the Dynamics of Innovation. Oxford University Press, Oxford.

NZEWI, H. N.; CHIEKEZIE, O. M.; OGBETA, M. E. (2015) Talent Management and Employee Performance in Selected Commercial Banks in Asaba, Delta State, Nigeria. European Journal of Business and Social Sciences, v. 4, n. 9, p. 56-71.

OBERT J. (2014) Building A Game-Changing Talent Strategy. Harvard Business Review, January-February.

OLADAPO, V. (2014) The Impact of Talent Management on Retention. Journal of Business Studies Quarterly, v. 5, n. 3, p. 19-36.

POORHOSSEINZADEH, M.; SUBRAMANIAM, I. D. (2012) Determinants of Successful Talent Management in MNCs in Malaysia. Journal of Basic and Applied Scientific Research, v. 2, n. 12, p. 12524–12533.

POORHOSSEINZADEH M.; SUBRAMANIAM I. D. (2013) Talent Management Literature Review. Australian Journal of Basic and Applied Sciences, v. 7, n. 6, p. 330–338.

RÁCZ, I. B. A. B. T.; STIFTER, V. (2014) Management of Knowledge by Talented Intellectual Workers. Reproduction of Human Capital - Mutual Linkages and Connections. 24-25 November, 2014. Czech Republic.

RASHID, A-A.; AMINA, A-B. (2014) Patient Satisfaction Survey as a Tool Towards Quality Improvement. Oman Medical Journal, v. 26, n. 1, p. 3-7. doi: https://dx.doi.org/10.5001%2Fomj.2014.02.

REILLY, P. (2012) International Talent Management. In Reilly P., & William T. Global HR: Challenges Facing the Functions. Gower.

ROBERTSON, A.; ABBEY, G. (2003) Managing Talented People. Edinburgh, Pearson Education Limited.

SENTHILKUMAR; KUMUDHA. (2011) Talent Management: The key to Organization Success. Industrial Engineering Letters, v. 1, n. 2, p. 26-40.

SHAEMI A.; ALLEMAH S. M.; BAJGERANI M. A. (2011) Impact of Talent Management Strategies on Employees’ Emotional Intelligence in Isfahan Municipality. Interdisciplinary Journal of Contemporary Research in Business, v. 3, n. 6, p. 229-241.

SHARIF, M. T.; YAQUB, R. M. S.; KHAN, M. A.; JAVED, F. (2014) Knowledge Management Maturity and Growth: A Strategic Perspective of Pakistani Universities. Industrial Engineering Letters, v. 4, n. 2, p. 55-71.

SOLTANI, I.; EZAT, A. (2014) Impact of Knowledge Management and Talent Management on Competitive Advantage (Technical and Professional Organization of Hormozgan Province). International Journal of Basic Sciences & Applied Research, v. 3, n. SP, p. 147-152.

SURAJ, O. A.; AJIFERUKE, I. (2013) Knowledge Management Practices in the Nigerian Telecommunications Industry. Knowledge and Process Management, v. 20, n. 1, p. 30-39.

TANSLEY C.; STEWART J.; TURNER P.; LYNETTE H. (2006) Change Agenda: Talent Management Understanding the Dimensions. UK: CIPD.

VLADESCU, A. (2012) The Possibility of Implementing Talent Management in The Public Sector. Management & Marketing, v. 7, n. 2, p. 351-362.

WAHEED, S.; ZAIM, A.; ZAIM, H. (2012) Talent Management in Four Stages. The USV Annals of Economics and Public Administration, v. 121, n. 15, p. 130-137.

WERNERFELT, B (1984) A Resource-Based View of the Firm. Strategic Management Journal, v. 5, n. 2, p. 171-180

WHELAN E.; CARCARY M. (2011) Integrating Talent and Knowledge Management: Where are the Benefits?. Journal of Knowledge Management, v. 15, n. 4, p. 675-687.

WILCOX, M. (2016) Effective Talent Management. Routledge: New York, USA.

YANG, Y.; LEE, P. K. C.; CHENG, T. C. E. (2016) Continuous Improvement Competence, Employee Creativity, and New Service Development Performance: A Frontline Employee Perspective. International Journal of Production Economics, v. 171, n. 2, p. 275-288.

ZWAIN, A. A. A.; TEONG, L. K.; OTHMAN, S. N. (2012) Knowledge Management Processes and Academic Performance in Iraqi HEIs: An Empirical Investigation. International Journal of Academic Research in Business and Social Sciences, v. 2, n. 6, p. 273-293.




DOI: http://dx.doi.org/10.14807/ijmp.v10i2.854

Article Metrics

Metrics Loading ...

Metrics powered by PLOS ALM

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 Zeyad Faisal Al-Azzam

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

LIBRARIES BY

Logo Gaudeamus

Logo INDIANA

Logo CHENG KUNG

Logo UTEP

Logo MOBIUS

Logo UNIVEM

Logo Kennedy

Logo Columbia

Logo UCS

Logo MSG/UFF

Logo OPT

Logo Biblioteca Professor Milton Cabral Moreira

Logo UFL

Logo ULRICHSWEB

Logo UNISA