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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-relationship 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.
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Penerbit | : ., May 2001 |
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p. 335-349
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