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The role of learning orientation and customer relation on company performance: Empirical evidence from telecom industry in Kazakhstan
Blekinge Institute of Technology, School of Management.
Blekinge Institute of Technology, School of Management.
2012 (English)Independent thesis Advanced level (degree of Master (One Year))Student thesisAlternative title
The role of learning orientation and customer relation on company performance : Empirical evidence from telecom industry in Kazakhstan (Swedish)
Abstract [en]

Purpose The purpose of this thesis is to explain how and under what conditions learning orientation of the customer relations staff of GSM Kazakhstan (Kcell) is linked to the performance of the company. The purpose of this thesis is two-fold: First we proposed and test how learning orientation affects organizational commitment of the company through developing staff competencies. Secondly propose and test how relationship between CC and the company‘s performance can be formulated. Design and methodology The methods and research design will guide readers through the steps taken to complete the contained thesis. These steps will also help other researchers to be able to reproduce this research by following the path outlined in the methods section. All measures, definitions and operationalization are based on earlier research. The rationale for the research approach was carefully considered and explained so that readers of this thesis can obtain a clear appreciation of the objective of this research. Findings We suggested a model including four hypotheses. First we suggested Learning Commitment have a positive (+) effect on Company Commitment. We did not find support for this relationship. Secondly, we proposed Shared Values have a positive (+) effect on Company Commitment. This hypothesis was also rejected. Third, we proposed Open Mindedness have a positive (+) effect on Company Commitment. Here we found strong significant support. As expected we also found support for our fourth hypothesis that is Company Commitment have a positive (+) effect on Performance of the company. Our findings thus mean that performance is strongly related to commitment, which depends on the construct of open mindedness.

Place, publisher, year, edition, pages
2012. , 52 p.
Keyword [en]
Learning Orientation, Company Commitment, Performance
National Category
Business Administration
Identifiers
URN: urn:nbn:se:bth-4755Local ID: oai:bth.se:arkivexDD3BA88AF67C23B4C12579B000753629OAI: oai:DiVA.org:bth-4755DiVA: diva2:832103
Uppsok
Social and Behavioural Science, Law
Supervisors
Available from: 2015-04-22 Created: 2012-02-26 Last updated: 2015-06-30Bibliographically approved

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CiteExportLink to record
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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
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