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

Julie M. Hays, Arthur V. Hill

Research output: Contribution to journalArticlepeer-review

65 Scopus citations

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.

Original languageEnglish (US)
Pages (from-to)335-349
Number of pages15
JournalJournal of Operations Management
Volume19
Issue number3
DOIs
StatePublished - May 1 2001

Keywords

  • Empirical research
  • Human resources/OM interface
  • Quality
  • Service operations

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