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

Abstract

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.