A Learning Organization Perspective of Service Quality Operations in the IT Industry

This study uses learning organization to explore the knock-on effects of the entirety of service quality operations. It examines IT firms which are exemplars of behaviour of the high-tech industry by drawing on data collected from managers involved in key service quality operations. Two alternative paths for management’s approach to service quality are evident. The first involves alignment of all resources to support both employees and customers that distils generative learning (progressive organization), and is applicable to the high-tech IT industry. The second involves a quick-fix, fire-fighting approach to champion only customers that distils a passive learning mentality (regressive organization), and seems applicable to other contexts, such as healthcare and hospitality.