دور اليقظة الذهنية للعاملين بوصفها مدخلا لدعم إدارة معرفة العملاء بالبنوك التجارية في مصر

الملخص EN

Purpose : this paper aimed to examine employee’s mindfulness and ability to manage customer knowledge processes in light of a bank’s ownership (public vs.

private), as well as employee’s mindfulness and their ability to Manage customer knowledge processes in light of demographic characteristics (gender-age-experience).

It also discusses the Impact of Employee’s Mindfulness on customer Knowledge Management in Commercial Banks in Egypt.

Study design / methodology / approach : this research employed a descriptive approach, in order to describe the characteristics and variables related to the study problem.

Sample and data : to collect the necessary data, 247 surveys were distributed to first-line employees in commercial banks ; the number of valid surveys was 193.

Results : the study concluded that there is a significant difference in the level of Employee’s Mindfulness according to the type of bank ownership, as well as a statistically significant difference in the level of Employee’s Mindfulness in light of two demographic characteristics (age and experience).

However, there is no significant difference between employees in public and private sectors as to their ability to manage customer knowledge processes.

By contrast, there is a statistically significant difference in their ability to manage customer knowledge processes according to demographic characteristics (gender-age- experience).

The findings also reveal a significant positive impact for employee’s mindfulness on the ability to manage customer knowledge processes in commercial banks in Egypt.

Originality / value : the study deals with the importance of the concept of mindfulness in the work environment of organizations in order to raise the level of employees’ performance and improve their ability to deal with customers and information, and to exploit this information for both the benefit of the organization and the customer, which is generally a new field of research, especially in the work environment of Egyptian banks.

Research limitations / implications : the study is limited to first grade employees who deal directly with customers in the main centers of Egyptian commercial banks and the main centers in the Greater Cairo region.

Also, the study population is limited to banks that implement a clear system for managing customer knowledge.