Promotion of Perceived Service Quality Through Employee Training and Empowerment: The Mediating Role of Employee Motivation and Internal Communication

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2021-11-02 DOI:10.1080/15332969.2021.1992560

L. Chikazhe, Esthery Nyakunuwa

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.

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通过员工培训和授权提升感知服务质量：员工激励和内部沟通的中介作用

摘要卓越的服务质量在服务业中发挥着至关重要的作用。该研究考察了员工培训和授权对感知服务质量的影响。此外，本研究还调查了员工激励和内部沟通对员工赋权对感知服务质量影响的中介作用。研究结果证实，员工培训和授权对感知服务质量都有积极影响。此外，内部沟通和员工激励被发现部分考虑了员工赋权对感知服务质量的影响。讨论了理论、实践和未来研究的意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

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.