RETRACTED: Organizational learning culture and customer satisfaction: The mediating role of normative commitment
ISSN: 0969-6474
Article publication date: 2 September 2014
Issue publication date: 2 September 2014
Retraction statement
The publisher of The Learning Organization wishes to retract the article by Talat Islam, Norliya Ahmad Kassim, Ghulam Ali, Misbah Sadiq (2014) “Organizational learning culture and customer satisfaction: The mediating role of normative commitment”, published in The Learning Organization Vol. 21 No. 6, pp. 392-404, https://doi.org/10.1108/TLO-07-2014-0040.
It has come to our attention that there are concerns that the peer review process was compromised; as a result, the findings cannot be relied upon.
The authors would like it to be noted that they are not in agreement with this retraction. The publisher of the journal sincerely apologizes to the readers.
Abstract
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.
Keywords
Citation
Islam, T., Ahmad Kassim, N., Ali, G. and Sadiq, M. (2014), "RETRACTED: Organizational learning culture and customer satisfaction: The mediating role of normative commitment", The Learning Organization, Vol. 21 No. 6, pp. 392-404. https://doi.org/10.1108/TLO-07-2014-0040
Publisher
:Emerald Group Publishing Limited
Copyright © 2014, Emerald Group Publishing Limited