A Learning Organisation Approach to Managing Service Quality

Soltani, Ebrahim and Liao, Ying-Ying and Wang, Wei-Yuan (2011) A Learning Organisation Approach to Managing Service Quality. In: International Joint Conference on Service Science (IJCSS) 2011, 25th - 27th May, 2011, Taipei, Taiwan. (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

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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: 09 Jun 2014 11:43
Resource URI: https://kar.kent.ac.uk/id/eprint/31966 (The current URI for this page, for reference purposes)
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