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.
Bibliographical noteFunding Information:
This research was partly supported by grants from the National Science Foundation Transformations to Quality Organizations (Grant SBR-9811047), the Juran Center for Leadership in Quality at the University of Minnesota, IMD International, and Radisson Hotels Worldwide.
- Empirical research
- Human resources/OM interface
- Service operations