Periodicity.: March - April 2019
e-ISSN......: 2236-269X
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How knowledge management mediates the strategic role of talent management in enhancing customer's satisfaction

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


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.


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

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