Knowledge Management Between Employee Turnover Intention and Service Quality in IT Outsourcing

This study examines the mediating role of knowledge management (KM) in the relationship between employee turnover intention and service quality in IT outsourcing firms. Drawing on survey data from 139 professionals across multiple service providers, the authors test a structural model that positions KM practices—acquisition, conversion, application, and protection—as critical mechanisms for maintaining service performance amid potential staff loss. Results confirm that turnover intention negatively impacts service quality and that KM significantly mediates this effect. The findings highlight KM's strategic value in sustaining service levels and organizational resilience. This research contributes to IS and organizational computing literature by addressing how internal knowledge practices can buffer the operational risks associated with employee turnover in IT service environments. This study includes theoretical and practical contributions, as well as limitations and directions for future research.