外文翻译文献 Determinants of customer-perceived service quality.pdfVIP

Journal of Operations Management 19 (2001) 335–349 Technical note A preliminary investigation of the relationships between employee motivation/vision, service learning, and perceived service quality Julie M. Hays a, Arthur V. Hillb a Graduate School of Business, University of St. Thomas, 1000 LaSalle Avenue, Room 343, Minneapolis, MN 55403-2005, USA b Operations and Management Science Department, Curtis L. Carlson School of Management, University of Minnesota, Minneapolis, MN, USA Received 3 August 1999; accepted 15 September 2000 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. Addi- tionally, 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. © 2001 Elsevier Science B.V. All rights reserved. Keywords: Empirical research; Human resources/OM interface; Quality; Service operations 1. Introduction and reliability in the service process and resulting ‘product’. Additionally, quality judgments of an intan- Many firms have been able