Title: Organisational learning and customer focus: implications on firm performance in the hotel industry

Authors: Kassimu Issau; Robert Ipiin Gnankob; Abraham Ansong; Innocent Senyo Kwasi Acquah; Nancy M.A. Erskine-Sackey

Addresses: Department of Marketing and Supply Chain Management, University of Cape Coast, Cape Coast, Central Region, Ghana ' School of Business, University of Cape Coast, Cape Coast, Central Region, Ghana ' Department of Management, University of Cape Coast, Cape Coast, Central Region, Ghana ' Department of Marketing and Supply Chain Management, University of Cape Coast, Cape Coast, Central Region, Ghana ' Faculty of Arts and Social Studies, Methodist University Ghana, Accra, Ghana

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.

Keywords: organisational learning; customer focus; firm performance; hotel facilities.

DOI: 10.1504/IJWI.2023.132121

International Journal of Work Innovation, 2023 Vol.4 No.2, pp.116 - 132

Received: 21 Feb 2023
Accepted: 21 Mar 2023
Published online: 11 Jul 2023 *

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