Talent Management, Work Engagement and Service Quality Orientation of Support Staff in a Higher Education Institution

Nicolene Barkhuizen; Puleng Mogwere; Nico Schutte

Authors

Nicolene Barkhuizen Department of Industrial Psychology North-West University, Mafikeng Campus, South Africa
Puleng Mogwere Department of Industrial Psychology North-West University, Mafikeng Campus, South Africa
Nico Schutte Department of Public Administration North-West University, Mafikeng Campus, South Africa

Abstract

Despite significant inroads being made in the concept of talent management, the application thereof in higher education institutions remains scant, especially among support staff. This research investigated the relationship between Talent Management, Work Engagement and Service Quality Orientation of support staff (N=60) in a South African Higher Education Institution. A Human Capital Index, Utrecht Work Engagement Scale and Servqual were administered. The results showed a positive significant relationship between some of the talent management dimensions and work engagement. The results showed a significant positive relationship between all the work engagement dimensions and some of the servqual dimensions. The results showed no significant relationship between Talent Management and Service Quality Orientation. This research highlighted the importance of the effective application of Talent Management practices for support staff in higher education institutions and the outcomes thereof on positive work related behaviours such as work engagement and service quality.

DOI: 10.5901/mjss.2014.v5n4p69