D:bishtopeman ̈ ̈.dvi

Most experts agree that a learning organization whose employees have a clear vision of the importance of service quality and are motivated to provide that quality will achieve superior service quality. We develop a theoretical framework and conduct a cross-sectional empirical study to investigate the inter-relationships among these constructs. The results indicate that higher levels of both employees’ motivation/vision and organizational learning positively affect perceived service quality (PSQ). Additionally, employees’ motivation/vision was found to mediate the relationship between organizational learning and PSQ. These results highlight the importance of employees’ motivation/vision in both the service process and the learning process. © 2000 Elsevier Science B.V. All rights reserved.