A preliminary investigation of the relationships between employee motivation/vision, service learning, and perceived service quality

A preliminary investigation of the relationships between employee motivation/vision, service... Most experts agree that a learning organization whose employees have a clear vision of the importance of service quality and are motivated to provide that quality will achieve superior service quality. We develop a theoretical framework and conduct a cross-sectional empirical study to investigate the inter-relationships among these constructs. The results indicate that higher levels of both employees’ motivation/vision and organizational learning positively affect perceived service quality. Additionally, employees’ motivation/vision was found to mediate the relationship between organizational learning and perceived service quality. These results highlight the importance of employees’ motivation/vision in both the service process and the learning process. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Operations Management Elsevier

A preliminary investigation of the relationships between employee motivation/vision, service learning, and perceived service quality

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Publisher
Elsevier
Copyright
Copyright © 2001 Elsevier Science B.V.
ISSN
0272-6963
DOI
10.1016/S0272-6963(00)00061-9
Publisher site
See Article on Publisher Site

Abstract

Most experts agree that a learning organization whose employees have a clear vision of the importance of service quality and are motivated to provide that quality will achieve superior service quality. We develop a theoretical framework and conduct a cross-sectional empirical study to investigate the inter-relationships among these constructs. The results indicate that higher levels of both employees’ motivation/vision and organizational learning positively affect perceived service quality. Additionally, employees’ motivation/vision was found to mediate the relationship between organizational learning and perceived service quality. These results highlight the importance of employees’ motivation/vision in both the service process and the learning process.

Journal

Journal of Operations ManagementElsevier

Published: May 1, 2001

References

  • A review of operations management studies using scale development techniques
    Hensley, R.L
  • The role of employee effort in satisfaction with service transactions
    Mohr, L.A; Bitner, M.J
  • Design, validity, and use of strategically focused employee attitude surveys
    Schneider, B; Ashworth, S.D; Higgs, A.C; Carr, L
  • Development of a service guarantee model
    Wirtz, J

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