Organizational learning culture and customer satisfaction

2014 ◽  
Vol 21 (6) ◽  
pp. 392-404 ◽  
Author(s):  
Talat Islam ◽  
Norliya Ahmad Kassim ◽  
Ghulam Ali ◽  
Misbah Sadiq
Keyword(s):  
Organizational Learning ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Sector ◽  
Learning Culture ◽  
Equation Modeling ◽  
Normative Commitment ◽  
Content Type ◽  
Organizational Learning Culture ◽  
Practical Implications

Purpose – The aim of this study is to develop a theoretical framework with which to investigate the inter-relationships between organizational learning culture, normative commitment and customer satisfaction through the use of empirical investigation across the service sector. Design/methodology/approach – A questionnaire-based survey was given to 297 Malaysian employees in different service organizations. Findings – First, instruments were checked regarding its uni-dimensionality by applying confirmatory factor analysis and then structural equation modeling (SEM) was applied to test the model. SEM confirms that organizational learning culture not only directly influences customer satisfaction, but also has an indirect influence through normative commitment. Research limitations/implications – The study selected samples from Malaysia, the results might be different if samples are taken from a geographically different area. Practical implications – The study has theoretical and practical implications for Human Resources managers to enhance employees’ organizational commitment and customer satisfaction. Originality/value – The study highlights the importance of organizational learning culture in enhancing an employee’s commitment towards their organizations and customer satisfaction.

Is organizational learning culture a good bet?

2017 ◽  
Vol 30 (3) ◽  
pp. 328-343 ◽  
Author(s):  
Teresa Rebelo ◽  
Adelino Duarte Gomes
Keyword(s):  
Organizational Culture ◽  
Organizational Learning ◽  
Customer Satisfaction ◽  
Organizational Performance ◽  
Learning Culture ◽  
Equation Modeling ◽  
Total Quality ◽  
Content Type ◽  
Organizational Learning Culture ◽  
Positive Direct

Purpose Interest in the relationship between organizational culture and performance is not new but it still attracts considerable attention from researchers. In the literature on organizational learning, organizational culture is mainly conceived as an essential condition to facilitate and support learning and consequently as an important feature in achieving organizational performance nowadays. In the scope of this research topic, the purpose of this paper is to analyze the effect of organizational learning culture on two organizational outcomes – profitability and customer satisfaction, and the mediation effect of total quality management (TQM) in these relationships. Design/methodology/approach The data were collected from 107 firms and the technique used for data analysis was structural equation modeling. Findings The results reveal a positive direct impact of organizational learning culture on organizational profitability and a positive indirect effect, through TQM, on customer satisfaction. Originality/value These findings support to a body of literature that claims the relevance of developing a cultural orientation toward learning in organizations in order to contribute to organizational success. This study also takes into account some methodological features in order to increase the quality of culture-performance research.

scholarly journals Performance Enhancement Model of Human Resources through Knowledge Sharing

2017 ◽  
Vol 8 (1) ◽  
Author(s):  
Arizqi Arizqi
Keyword(s):  
Organizational Learning ◽  
Knowledge Sharing ◽  
Human Resource ◽  
Structural Equation ◽  
Learning Culture ◽  
Equation Modeling ◽  
Survey Method ◽  
Top Management ◽  
Management Support ◽  
Organizational Learning Culture

This study aims to examine the effect of exogenous variable consisting of organizational dimen-sion including organizational learning culture, support from top management, and individu-als namely openness in communication in affecting knowledge sharing of individuals. Besides, this study also examined how the role of knowledge sharing in improving human resource performance at Sharia Banking. This study was conducted through SEM (Structural Equation Modeling) test by using SmartPLS, a statistical software. The study was done through survey method by distributing questionnaire to 145 employees from frontliner departments at three of Sharia banks in Semarang. The findings of this study showed that two organizational di-mensions (Organizational Learning Culture and Top Management Support) have significant effect on the improvement of knowledge sharing. While Openness in Communication, the individual dimension, could not determine the improvement of knowledge sharing. Then, the improvement of human resource performance at sharia banking could be done by improving knowledge sharing.

Organizational learning culture and innovativeness in Turkish firms

2012 ◽  
Vol 18 (2) ◽  
pp. 193-219 ◽  
Author(s):  
Matej Černe ◽  
Marko Jaklič ◽  
Miha Škerlavaj ◽  
Arzu Ülgen Aydinlik ◽  
Dilek Dönmez Polat
Keyword(s):  
Organizational Learning ◽  
Structural Equation ◽  
Learning Culture ◽  
Competing Values Framework ◽  
Equation Modeling ◽  
Competing Values ◽  
Organizational Learning Culture ◽  
Strong Positive Relationship ◽  
Innovative Culture ◽  
The Relationship

AbstractThe aim of this paper is to present and test a model that examines the relationship between organizational learning culture and innovativeness. Organizational learning culture consists of the organizational learning process and of different culture types that can be placed within the competing values framework. It is defined as a set of norms and values within an organization that support systematic, in-depth approaches aimed at achieving higher-level organizational learning. Innovativeness consists of both innovative culture and innovations. Innovations, the process or outcome of innovating, are more likely to occur and be more successful if there is a strong innovative culture, meaning that the behavioral patterns of the employees are directed towards innovating. We used data from 112 Turkish firms employing more than 50 people. The relationship between organizational learning culture and innovativeness is empirically tested via structural equation modeling (SEM). We found support for a very strong positive relationship between organizational learning culture and innovative culture, as well as for the indirect relation between organizational learning culture and innovations via innovative culture.

Organizational learning culture and workplace spirituality

2014 ◽  
Vol 21 (3) ◽  
pp. 175-192 ◽  
Author(s):  
Monthon Sorakraikitikul ◽  
Sununta Siengthai
Keyword(s):  
Organizational Learning ◽  
Knowledge Sharing ◽  
Structural Equation ◽  
Workplace Spirituality ◽  
Learning Culture ◽  
Theory And Practice ◽  
Cross Sectional ◽  
Content Type ◽  
Organizational Learning Culture

Purpose – The purpose of this study is to investigate the role of organizational learning culture as an enabler of knowledge-sharing behaviours and workplace spirituality. A model is proposed to examine the mediating role of knowledge-sharing behaviours between organizational learning culture and workplace spirituality. Design/methodology/approach – Employees from various Thai industries participated in the study, and structural equation modelling was used to test hypothesized relationships. Findings – Results suggest a positive relationship between organizational learning culture and workplace spirituality, partially mediated by knowledge-sharing behaviours. Research limitations/implications – The study was limited to Thailand, and is a cross-sectional design. Further investigation into the causality of relationships and cultural disparities is needed. Practical implications – Friendly learning environments enable both knowledge sharing and change organization members’ views regarding learning and performance improvements for organizational sustainability. Originality/value – This paper bridges a gap between theory and practice concerning the outcomes of organizational learning and factors that lead to workplace spirituality.

The influence of organizational learning culture and perceived organizational support on employees’ affective commitment and turnover intention

2015 ◽  
Vol 6 (4) ◽  
pp. 417-431 ◽  
Author(s):  
Talat Islam ◽  
Ishfaq Ahmed ◽  
Ungku Norulkamar Bt. Ungku Ahmad
Keyword(s):  
Organizational Learning ◽  
Organizational Support ◽  
Turnover Intention ◽  
Affective Commitment ◽  
Perceived Organizational Support ◽  
Banking Sector ◽  
Learning Culture ◽  
Equation Modeling ◽  
Content Type ◽  
Organizational Learning Culture

Purpose – The study aims to examine the relationships between organizational learning culture (OLC), perceived organizational support (POS), affective commitment (AC) and turnover intention (TI) through empirical investigation across the service sector. Design/methodology/approach – A total of 758 employees working in the Pakistani banking sector were approached through convenience sampling. A questionnaire-based survey was used to conduct the research. Findings – A two-stage approach was applied using structural equation modeling (SEM). In the first stage, confirmatory factor analysis (CFA) was applied, and in the second stage, path coefficients were examined. The study found POS and OLC were positively associated with AC but negatively associated with TI. In addition, SEM confirms that AC performs the role of mediator. Research limitations/implications – The study has practical and theoretical implications for HR managers to reduce employees’ TI. Limitations are also discussed. Originality/value – The study elucidates the importance of POS and OLC in enhancing AC and reducing TI.

Will They Stay or Leave? Interplay of Organizational Learning Culture and Workplace Mindfulness on Job Satisfaction and Turnover Intentions

2021 ◽  
pp. 009102602199158
Author(s):  
Chun-Yu Lin ◽  
Chung-Kai Huang ◽  
Hung-Xin Li ◽  
Tai-Wei Chang ◽  
Yu-Chia Hsu
Keyword(s):  
Job Satisfaction ◽  
Organizational Learning ◽  
Structural Equation ◽  
Turnover Intentions ◽  
Well Being ◽  
Learning Culture ◽  
Equation Modeling ◽  
Public Servants ◽  
Theoretical Understanding ◽  
Organizational Learning Culture

Due to the ever-increasing standards required of administrative workloads, service efficiency, and quality, the turnover intentions of public servants in Taiwan have gradually increased over time. This study investigated the critical factors that reduce the turnover intentions of civil servants. The article is intended to offer a theoretical understanding of an organizational learning culture (OLC) and workplace mindfulness. We analyzed data from 331 public servants. Structural equation modeling and the bootstrapping method were used to verify the hypotheses. The results demonstrated that an OLC and workplace mindfulness are positively associated with job satisfaction and negatively associated with turnover intentions. Job satisfaction plays a mediating role between an OLC and turnover intentions and between workplace mindfulness and turnover intentions. This article offers a theoretical inquiry and a practical understanding of strengthening the workplace atmosphere by offering employees a sense of well-being and sustainable career development.

Organizational learning culture and innovativeness in Turkish firms

2012 ◽  
Vol 18 (2) ◽  
pp. 193-219 ◽  
Author(s):  
Matej Černe ◽  
Marko Jaklič ◽  
Miha Škerlavaj ◽  
Arzu Ülgen Aydinlik ◽  
Dilek Dönmez Polat
Keyword(s):  
Organizational Learning ◽  
Structural Equation ◽  
Learning Culture ◽  
Competing Values Framework ◽  
Equation Modeling ◽  
Competing Values ◽  
Organizational Learning Culture ◽  
Strong Positive Relationship ◽  
Innovative Culture ◽  
The Relationship

AbstractThe aim of this paper is to present and test a model that examines the relationship between organizational learning culture and innovativeness. Organizational learning culture consists of the organizational learning process and of different culture types that can be placed within the competing values framework. It is defined as a set of norms and values within an organization that support systematic, in-depth approaches aimed at achieving higher-level organizational learning. Innovativeness consists of both innovative culture and innovations. Innovations, the process or outcome of innovating, are more likely to occur and be more successful if there is a strong innovative culture, meaning that the behavioral patterns of the employees are directed towards innovating. We used data from 112 Turkish firms employing more than 50 people. The relationship between organizational learning culture and innovativeness is empirically tested via structural equation modeling (SEM). We found support for a very strong positive relationship between organizational learning culture and innovative culture, as well as for the indirect relation between organizational learning culture and innovations via innovative culture.

The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

2020 ◽  
Vol 35 (11) ◽  
pp. 1831-1847 ◽  
Author(s):  
Houriyeh Dehghanpouri ◽  
Zeynab Soltani ◽  
Reza Rostamzadeh
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems. Design/methodology/approach In this paper, a new model for determining the critical factors in the success of E-CRM systems is presented. The suggested model is verified using partial least squares with structural equation modeling. A questionnaire is designed and collected from 378 taxpayers in East Azerbaijan province of Iran. Findings The outcomes reveal that customer satisfaction is significantly influenced by the perceived quality of service. Customer satisfaction, in turn, is significantly impacted by the trust. Therefore, the quality of service, trust and privacy, through customer satisfaction, significantly affects the success of E-CRM systems. Research limitations/implications The main limitation can be referred to the clients that would not cooperate well as they were avoiding to give much information about the financial issue. Also, the study was conducted only in the context of Iran and a limit sample was utilized. Practical implications The research results help service providers improve E-CRM. Originality/value This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical framework for customer satisfaction in the context of the E-CRM. The results of the research offer practical implications for marketing managers and practitioners who prepare strategic plans and implement tools to improve the productivity or performance of the E-CRM systems. Moreover, customer satisfaction is related to the success of E-CRM systems as a result of trust, privacy and service quality. This research offers new insights into E-CRM intentions from a taxpayer in Iran.

Examination of customer-centric measures among different types of customers in the context of major Canadian ski resort

2018 ◽  
Vol 30 (2) ◽  
pp. 438-459
Author(s):  
Matti J. Haverila ◽  
Kai Christian Haverila
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
A Priori ◽  
Equation Modeling ◽  
Marketing Practice ◽  
Content Type ◽  
Ski Resort ◽  
Different Types ◽  
Managerial Implications ◽  
Satisfaction Model

Purpose Customer-centric measures such as customer satisfaction and repurchase intent are important indicators of performance. The purpose of this paper is to examine what is the strength and significance of the path coefficients in a customer satisfaction model consisting of various customer-centric measures for different types of ski resort customer (i.e. day, weekend and ski holiday visitors as well as season pass holders) in a ski resort in Canada. Design/methodology/approach The results were analyzed using the partial least squares structural equation modeling approach for the four different types ski resort visitors. Findings There appeared to differences in the strength and significance in the customer satisfaction model relationships for the four types of ski resort visitors indicating that the a priori managerial classification of the ski resort visitors is warranted. Originality/value The research pinpoints differences in the strength and significance in the relationships between customer-centric measures for four different types ski resort visitors, i.e. day, weekend and ski holiday visitors as well as season pass holders, which have significant managerial implications for the marketing practice of the ski resort.

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