تشخيص أبعاد إدارة الموهبة و تأثيرها في اللقاء الخدمي من وجهة نظر مدراء الأقسام في شركة الخطوط الجوية العراقية

الملخص EN

The success of an organization depends on the performance of human resources and talent; they are the source of direct contact with the customer, In a competitive environment, organizations face many challenges that are unable to obtain human talent.

This research aims to identify the views of department managers, their assistants, directors of divisions and units in the Iraqi Airways Company for a sample of (N=65) in the extent of the impact of the dimensions of talent management (system reward & incentives, workplace environment & culture, job security, Innovation, leadership) in the dimensions Service Encounter.

The importance of research is determined by creating additional value to provide opportunities to build theoretical and empirical foundations that can be used in the practical reality of all organizations, and to demonstrate the key role of the most talented human resources in the organization as the key to success.

The results showed the important role played by senior leaders in training the talented and creative personnel in the Iraqi Airways Company to provide distinguished services and adopt creative ideas in the performance of new tasks.

The talented personnel in the front lines with the customers are the basis of service Encounters in the company.

This is reflected in the results of the questionnaire in proving the hypothesis of the research that confirmed (the existence of a statistically significant effect of the dimensions of talent management in the service Encounter) in that the most influential dimension in the service Encounter is the Innovation value (F) (107.06) at the level of significance (0.05), Which means that the desired relationship is interpreted by the value of (R²), which amounted to (0.630)