{"title":"Promotion of Perceived Service Quality Through Employee Training and Empowerment: The Mediating Role of Employee Motivation and Internal Communication","authors":"L. Chikazhe, Esthery Nyakunuwa","doi":"10.1080/15332969.2021.1992560","DOIUrl":null,"url":null,"abstract":"Abstract Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training and empowerment positively influence perceived service quality. Also, internal communication and employee motivation were found to partially meditate the effect of employee empowerment on perceived service quality. Theoretical, practical, and future research implications were discussed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"43 1","pages":"294 - 311"},"PeriodicalIF":0.0000,"publicationDate":"2021-11-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"10","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Services Marketing Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332969.2021.1992560","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 10
Abstract
Abstract Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training and empowerment positively influence perceived service quality. Also, internal communication and employee motivation were found to partially meditate the effect of employee empowerment on perceived service quality. Theoretical, practical, and future research implications were discussed.
Services Marketing QuarterlyBusiness, Management and Accounting-Business, Management and Accounting (miscellaneous)
CiteScore
2.40
自引率
0.00%
发文量
6
期刊介绍：
Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.
京公网安备 11010802042870号
京ICP备2023020795号-1
分享
求助内容：
应助结果提醒方式：
扫码关注我们
