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European Journal of Applied Sciences – Vol. 10, No. 1

Publication Date: February 25, 2022

DOI:10.14738/aivp.101.11495. 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.

Services for Science and Education – United Kingdom

Mediating Effects of Customer Management on the Relationship

between Employee engagement, Financial Strategic decisions,

and Organizational Performance: A Conceptual Analysis

Azameti, M. S. K.

Wisconsin International University College

Ghana. No. 3 Akoto-Bamfo Street-North -Legon Accra

Box LG751, Accra-Ghana

Jolly Balila

Adventist University of the Philippines Putting Khayo

Silang -Cavite.P.O.BOX 1854 Manila Philippines

(kiko Lynet, Okiko Onyacha- Seventh -Day Adventist Univesity of Ruwanda)

ABSTRACT

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