A Learning Organisation Approach to Managing Service Quality

Abstract

The aim of this study is to elucidate different types of management's approach and explore their knock-on effects on the entirety of service quality operations. Using a qualitative case study approach, data were collected from a sample of managers representing multi-divisional management hierarchy. The findings suggest two alternative paths of management's approach to service quality: generative learning versus a passive learning mentality. These findings highlight a fundamental need for practicing managers to adjust their approach in a manner to be congruence across the hierarchical levels and to meet the needs of both the employees and customers in a long-term horizon.