The Effect of Organisational Vision on Service Quality Delivery

Chu-Mei Liu

The Service Industries Journal, 2006, vol. 26, issue 8, 849-859

Abstract: This study is an attempt to apply the concept of organisational vision to quantitative measures of service operation. Service organisations look at customer satisfaction ensuing from service quality delivery as a source of competitive advantage. To be able to contribute towards this end, vision must exert influence on the key variables job satisfaction and service effort of employees. The results show that organisational vision positively contributes to job satisfaction and service efforts of the participants working in a nationwide fast-food organisation.

Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:26:y:2006:i:8:p:849-859

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DOI: 10.1080/02642060601011640

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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