Soltani, E. and Liao, Y.-Y. and Wang, W.-Y. (2011) A Learning Organisation Approach to Managing Service Quality. In: International Joint Conference on Service Science (IJCSS) 2011, 25th - 27th May, 2011, Taipei, Taiwan.
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| Official URL http://dx.doi.org/10.1109/IJCSS.2011.25 |
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.
| Item Type: | Conference or workshop item (Paper) |
|---|---|
| Uncontrolled keywords: | Case study research, Learning organisation, Management's approach, Managing service quality, Alternative path, Case study approach, Case study research, Hierarchical level, Knock-on effect, Learning organisation, Passive learning, Service Quality, Management, Managers, Research, Quality of service |
| Subjects: | H Social Sciences > HA Statistics > HA33 Management Science |
| Divisions: | Faculties > Social Sciences > Kent Business School > Management Science |
| Depositing User: | Cathy Norman |
| Date Deposited: | 24 Oct 2012 15:21 |
| Last Modified: | 19 Mar 2013 13:43 |
| Resource URI: | http://kar.kent.ac.uk/id/eprint/31966 (The current URI for this page, for reference purposes) |
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