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Organizational learning, innovativeness and performance of financial service firms in an emerging market: examining the mediation effects of customer-focused strategy

Yuliansyah Yuliansyah (Faculty of Economics and Business, Universitas Lampung, Bandar Lampung, Indonesia)
Hussain Gulzar Rammal (University of Technology Sydney, Haymarket, Australia)
Maryani Maryani (Department of Accounting, Politeknik Negeri Lampung, Bandar Lampung, Indonesia)
Ismie Roha Mohamed Jais (Academy of Language Studies, Universiti Teknologi MARA, Shah Alam, Malaysia)
Zuraidah Mohd-Sanusi (Accounting Research Institute-HICOE and Faculty of Accountancy, Universiti Teknologi MARA, Shah Alam, Malaysia)

Business Process Management Journal

ISSN: 1463-7154

Article publication date: 3 June 2021

Issue publication date: 3 August 2021

536

Abstract

Purpose

The study investigates the extent to which organizational learning and innovativeness can improve the firms' performance through a customer-focused strategy.

Design/methodology/approach

Data were collected from Indonesian financial service firms using a questionnaire-based survey. The 157 useable survey responses were analysed to test the proposed hypotheses using SmartPLS.

Findings

This study finds that both organizational learning and innovativeness have a positive effect on performance. The effect of organizational learning on performance depends on the variations of the customer-focused strategy. However, innovativeness does not mediate through customer-focused strategy to enhance performance.

Practical implications

In firms that implement business model innovation, managers should focus on resource flexibility. Where it is responsive, managers need to be concerned with ensuring various uses of existing resources to understand the performance effectively.

Social implications

As one of the types of dynamic capabilities, organizational learning and innovativeness are also important antecedents of performance.

Originality/value

This study extends the business innovation model from the adaptability of customer-focused strategy. The findings confirm that organizational learning has a prominent role in meeting customer needs for a dynamic market.

Keywords

Citation

Yuliansyah, Y., Rammal, H.G., Maryani, M., Mohamed Jais, I.R. and Mohd-Sanusi, Z. (2021), "Organizational learning, innovativeness and performance of financial service firms in an emerging market: examining the mediation effects of customer-focused strategy", Business Process Management Journal, Vol. 27 No. 4, pp. 1126-1141. https://doi.org/10.1108/BPMJ-10-2020-0454

Publisher

:

Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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