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

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 th...

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Bibliographic Details
Published inJournal of operations management Vol. 19; no. 3; pp. 335 - 349
Main Authors Hays, Julie M, Hill, Arthur V
Format Journal Article
LanguageEnglish
Published Chicago Elsevier B.V 01.05.2001
Wiley Subscription Services, Inc
Subjects
Empirical research
Employee attitude
Employees
Human resources/OM interface
Motivation
Organizational learning
Quality
Quality of service
Service operations
Studies
Human resources/OM interface
Empirical research
Quality
Service operations
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Summary: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.
ISSN:0272-6963
1873-1317
DOI:10.1016/S0272-6963(00)00061-9