Mediating Effects of Customer Management on the Relationship between Employee engagement, Financial Strategic decisions, and Organizational Performance: A conceptual Analysis.


  • M. S. K. Azameti
  • Jolly Balila



Employee engagement, Strategic decisions making, customer management, Organizational performance , culture ethos and organizational structural  encumbrances


This  paper adopts  an indepth  review of literature with a Conceptual Case  Anlysis  study paradigm.The review of literature covers Employee Engagement, Strategic financial decision making, Customer Management and supporting theories and organizational performance.The study conceptualizes that  the two dependent variables  medited by customer management shown  in the conceptual  digram  impact organizational achievement in service enterprieses including educational institutions.It emphasizes also that  an organization may   have all that it takes to achieve its  goals which may not include  only  conducive organizational  climate, egalitarian- leadership ,human capital maximization with  streaming organizational culture ethos  and structural  encumbrances, but  also  collaborating efforts among all the sectors and mediators  to  achieved the desired  goals.These factors provide the thrust for  achieving goals in an organization. Previous studies emphasized organizational culture, structure and human capital performance as key levers in achieving   competitive advantage, side- stepping   collaborating between customer management,financial strategic decision making and  the impact on organizational  performance. Recent studies in the health sector in west African  countries emphasized good administrative planning and control,rewards and compensation,business strategy and  off setting environmental uncertainty.The earlier study focuses on the mediating roles of organizational capabilities and its determinants.However,the This work uses a Conceptual Case Analysis study methodology to conduct an in-depth analysis of the literature. Employee engagement, strategic financial decision making, customer management, and supporting theories, as well as organizational performance, are all covered in the literature review. The study hypothesizes that the two dependent variables mediated by customer management, as depicted in the conceptual diagram, have an impact on organizational success in service businesses, including educational institutions. It also emphasizes that an organization may have everything it takes to achieve its objectives, which may include not only a favorable organizational climate, egalitarian leadership, human capital maximization with streaming organizational culture ethos, and structural encumbrances, but also collaborative efforts among all sectors and mediators to achieve the desired objectives. These variables give the impetus for an organization's aims to be met. Previous research has focused on organizational culture, structure, and human capital performance as essential levers for creating competitive advantage, ignoring collaboration between customer management, financial strategic decision-making, and the influence on organizational performance. knowledge gap left which  is filled by this current study  are the conceptualization of customer management as an intervening variable together with employee engagement and strategic decision manking as dependent variables.  In order to establish the relationship between dependent  and the independent variables, this study recommends further research  work to analyze an  empirical data on employee engagement,strategic decision making and customer management and its resultant effects on organizational performance.




How to Cite

Azameti, M. S. K. ., & Balila, . J. . (2022). Mediating Effects of Customer Management on the Relationship between Employee engagement, Financial Strategic decisions, and Organizational Performance: A conceptual Analysis. European Journal of Applied Sciences, 10(1), 290–297.