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

✍ Scribed by Julie M Hays; Arthur V Hill

• Publisher: Elsevier Science
• Year: 2001
• Tongue: English
• Weight: 261 KB
• Volume: 19
• Category: Article
• ISSN: 0272-6963
• DOI: 10.1016/s0272-6963(00)00061-9

✦ Synopsis

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.