n Journal of Public Administration - Talent management, motivation and service quality of support staff in a public higher education institution

Special issue 1
  • ISSN : 0036-0767



Support staff in higher education institutions play an important role in representing an institution's client service and competence. Research on the talent management of this occupational group remains scarce. The main objective of this research was to determine the relationship between talent management, motivation and service quality of support staff members in a Southern African public higher education institution. A Talent Management Measure, Employee Motivation Scale and Servqual were administered among a convenience sample of support staff members (N = 09). The results showed a significant positive relationship between talent management and motivation. Motivation was significantly and positively related to service quality and moderated the relationship between talent management and service quality. The results of this research further point out the poor application of talent management practices for support staff members and the potential outcomes thereof for the service image of public higher education institutions.

Loading full text...

Full text loading...


Article metrics loading...


This is a required field
Please enter a valid email address
Approval was a Success
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error