Organisational learning and customer focus: implications on firm performance in the hotel industry
by Kassimu Issau; Robert Ipiin Gnankob; Abraham Ansong; Innocent Senyo Kwasi Acquah; Nancy M.A. Erskine-Sackey
International Journal of Work Innovation (IJWI), Vol. 4, No. 2, 2023

Abstract: The study examined the mediating role of customer focus in the relationship between organisational learning and firm performance in the hotel industry, Ghana. The correlational research design which relies on the quantitative data to address research hypotheses was adopted. Data was gathered from 118 owners or managers of the hotels sampled in the central region of Ghana. Testing of the hypotheses was done using the partial least squares structural equation modelling. The results revealed that organisational learning had a significant positive relationship with firm performance and customer focus. The findings further disclosed that customer focus was positively related to firm performance. Finally, it was documented that customer focus yielded a partial mediation effect on the organisational learning and firm performance link. The study provides insight into how organisational learning combined with customer focus could help the hotel industry to excel amid turbulent environmental trends and customer demands.

Online publication date: Tue, 11-Jul-2023

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