Promotion of perceived service quality through employee training and empowerment : the mediating role of employee motivation and internal communication

Gespeichert in:

Autor*in:	Chikazhe, Lovemore [verfasserIn] Nyakunuwa, Esthery [verfasserIn]

Format:	E-Artikel
Sprache:	Englisch

Erschienen:	2022

Schlagwörter:	Employee empowerment employee motivation employee training internal communication perceived service quality

Übergeordnetes Werk:	Enthalten in: Services marketing quarterly - Philadelphia, PA : Routledge, Taylor & Francis Group, 2001, 43(2022), 3, Seite 294-311
Übergeordnetes Werk:	volume:43 ; year:2022 ; number:3 ; pages:294-311

Links:	Link aufrufen Link aufrufen Link aufrufen

DOI / URN:	10.1080/15332969.2021.1992560

Katalog-ID:	1815785306

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spelling	10.1080/15332969.2021.1992560 doi (DE-627)1815785306 (DE-599)KXP1815785306 DE-627 ger DE-627 rda eng Chikazhe, Lovemore verfasserin aut Promotion of perceived service quality through employee training and empowerment the mediating role of employee motivation and internal communication Lovemore Chikazhe and Esthery Nyakunuwa 2022 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Employee empowerment (dpeaa)DE-206 employee motivation (dpeaa)DE-206 employee training (dpeaa)DE-206 internal communication (dpeaa)DE-206 perceived service quality (dpeaa)DE-206 Nyakunuwa, Esthery verfasserin aut Enthalten in Services marketing quarterly Philadelphia, PA : Routledge, Taylor & Francis Group, 2001 43(2022), 3, Seite 294-311 Online-Ressource (DE-627)36602907X (DE-600)2113057-7 (DE-576)284039683 1533-2977 nnns volume:43 year:2022 number:3 pages:294-311 https://www.tandfonline.com/doi/pdf/10.1080/15332969.2021.1992560 Verlag lizenzpflichtig https://doi.org/10.1080/15332969.2021.1992560 Resolving-System lizenzpflichtig https://www.tandfonline.com/doi/epub/10.1080/15332969.2021.1992560 Verlag lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_100 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4035 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4393 GBV_ILN_4700 AR 43 2022 3 294-311 26 01 0206 4184680623 x1z 05-09-22 26 00 DE-206 Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training and empowerment positively influence perceived service quality. Also, internal communication and employee motivation were found to partially meditate the effect of employee empowerment on perceived service quality. Theoretical, practical, and future research implications were discussed.
allfields_unstemmed	10.1080/15332969.2021.1992560 doi (DE-627)1815785306 (DE-599)KXP1815785306 DE-627 ger DE-627 rda eng Chikazhe, Lovemore verfasserin aut Promotion of perceived service quality through employee training and empowerment the mediating role of employee motivation and internal communication Lovemore Chikazhe and Esthery Nyakunuwa 2022 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Employee empowerment (dpeaa)DE-206 employee motivation (dpeaa)DE-206 employee training (dpeaa)DE-206 internal communication (dpeaa)DE-206 perceived service quality (dpeaa)DE-206 Nyakunuwa, Esthery verfasserin aut Enthalten in Services marketing quarterly Philadelphia, PA : Routledge, Taylor & Francis Group, 2001 43(2022), 3, Seite 294-311 Online-Ressource (DE-627)36602907X (DE-600)2113057-7 (DE-576)284039683 1533-2977 nnns volume:43 year:2022 number:3 pages:294-311 https://www.tandfonline.com/doi/pdf/10.1080/15332969.2021.1992560 Verlag lizenzpflichtig https://doi.org/10.1080/15332969.2021.1992560 Resolving-System lizenzpflichtig https://www.tandfonline.com/doi/epub/10.1080/15332969.2021.1992560 Verlag lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_100 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4035 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4393 GBV_ILN_4700 AR 43 2022 3 294-311 26 01 0206 4184680623 x1z 05-09-22 26 00 DE-206 Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training and empowerment positively influence perceived service quality. Also, internal communication and employee motivation were found to partially meditate the effect of employee empowerment on perceived service quality. Theoretical, practical, and future research implications were discussed.
allfieldsGer	10.1080/15332969.2021.1992560 doi (DE-627)1815785306 (DE-599)KXP1815785306 DE-627 ger DE-627 rda eng Chikazhe, Lovemore verfasserin aut Promotion of perceived service quality through employee training and empowerment the mediating role of employee motivation and internal communication Lovemore Chikazhe and Esthery Nyakunuwa 2022 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Employee empowerment (dpeaa)DE-206 employee motivation (dpeaa)DE-206 employee training (dpeaa)DE-206 internal communication (dpeaa)DE-206 perceived service quality (dpeaa)DE-206 Nyakunuwa, Esthery verfasserin aut Enthalten in Services marketing quarterly Philadelphia, PA : Routledge, Taylor & Francis Group, 2001 43(2022), 3, Seite 294-311 Online-Ressource (DE-627)36602907X (DE-600)2113057-7 (DE-576)284039683 1533-2977 nnns volume:43 year:2022 number:3 pages:294-311 https://www.tandfonline.com/doi/pdf/10.1080/15332969.2021.1992560 Verlag lizenzpflichtig https://doi.org/10.1080/15332969.2021.1992560 Resolving-System lizenzpflichtig https://www.tandfonline.com/doi/epub/10.1080/15332969.2021.1992560 Verlag lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_100 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4035 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4393 GBV_ILN_4700 AR 43 2022 3 294-311 26 01 0206 4184680623 x1z 05-09-22 26 00 DE-206 Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training and empowerment positively influence perceived service quality. Also, internal communication and employee motivation were found to partially meditate the effect of employee empowerment on perceived service quality. Theoretical, practical, and future research implications were discussed.
allfieldsSound	10.1080/15332969.2021.1992560 doi (DE-627)1815785306 (DE-599)KXP1815785306 DE-627 ger DE-627 rda eng Chikazhe, Lovemore verfasserin aut Promotion of perceived service quality through employee training and empowerment the mediating role of employee motivation and internal communication Lovemore Chikazhe and Esthery Nyakunuwa 2022 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Employee empowerment (dpeaa)DE-206 employee motivation (dpeaa)DE-206 employee training (dpeaa)DE-206 internal communication (dpeaa)DE-206 perceived service quality (dpeaa)DE-206 Nyakunuwa, Esthery verfasserin aut Enthalten in Services marketing quarterly Philadelphia, PA : Routledge, Taylor & Francis Group, 2001 43(2022), 3, Seite 294-311 Online-Ressource (DE-627)36602907X (DE-600)2113057-7 (DE-576)284039683 1533-2977 nnns volume:43 year:2022 number:3 pages:294-311 https://www.tandfonline.com/doi/pdf/10.1080/15332969.2021.1992560 Verlag lizenzpflichtig https://doi.org/10.1080/15332969.2021.1992560 Resolving-System lizenzpflichtig https://www.tandfonline.com/doi/epub/10.1080/15332969.2021.1992560 Verlag lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_100 GBV_ILN_110 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2055 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4035 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4393 GBV_ILN_4700 AR 43 2022 3 294-311 26 01 0206 4184680623 x1z 05-09-22 26 00 DE-206 Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training and empowerment positively influence perceived service quality. Also, internal communication and employee motivation were found to partially meditate the effect of employee empowerment on perceived service quality. Theoretical, practical, and future research implications were discussed.
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author	Chikazhe, Lovemore
spellingShingle	Chikazhe, Lovemore misc Employee empowerment misc employee motivation misc employee training misc internal communication misc perceived service quality Promotion of perceived service quality through employee training and empowerment the mediating role of employee motivation and internal communication
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topic_title	26 00 DE-206 Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training and empowerment positively influence perceived service quality. Also, internal communication and employee motivation were found to partially meditate the effect of employee empowerment on perceived service quality. Theoretical, practical, and future research implications were discussed Promotion of perceived service quality through employee training and empowerment the mediating role of employee motivation and internal communication Lovemore Chikazhe and Esthery Nyakunuwa Employee empowerment (dpeaa)DE-206 employee motivation (dpeaa)DE-206 employee training (dpeaa)DE-206 internal communication (dpeaa)DE-206 perceived service quality (dpeaa)DE-206
topic	misc Employee empowerment misc employee motivation misc employee training misc internal communication misc perceived service quality
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title	Promotion of perceived service quality through employee training and empowerment the mediating role of employee motivation and internal communication
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title_full	Promotion of perceived service quality through employee training and empowerment the mediating role of employee motivation and internal communication Lovemore Chikazhe and Esthery Nyakunuwa
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title_sort	promotion of perceived service quality through employee training and empowermentthe mediating role of employee motivation and internal communication
title_auth	Promotion of perceived service quality through employee training and empowerment the mediating role of employee motivation and internal communication
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title_short	Promotion of perceived service quality through employee training and empowerment
url	https://www.tandfonline.com/doi/pdf/10.1080/15332969.2021.1992560 https://doi.org/10.1080/15332969.2021.1992560 https://www.tandfonline.com/doi/epub/10.1080/15332969.2021.1992560
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ind1=" " ind2=" "><subfield code="a">GBV_ILN_4249</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4305</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4306</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4307</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4313</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4322</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4325</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4326</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4393</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ILN_4700</subfield></datafield><datafield tag="951" ind1=" " ind2=" "><subfield code="a">AR</subfield></datafield><datafield tag="952" ind1=" " ind2=" "><subfield code="d">43</subfield><subfield code="j">2022</subfield><subfield code="e">3</subfield><subfield code="h">294-311</subfield></datafield><datafield tag="980" ind1=" " ind2=" "><subfield code="2">26</subfield><subfield code="1">01</subfield><subfield code="x">0206</subfield><subfield code="b">4184680623</subfield><subfield code="y">x1z</subfield><subfield code="z">05-09-22</subfield></datafield><datafield tag="982" ind1=" " ind2=" "><subfield code="2">26</subfield><subfield code="1">00</subfield><subfield code="x">DE-206</subfield><subfield code="b">Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training and empowerment positively influence perceived service quality. Also, internal communication and employee motivation were found to partially meditate the effect of employee empowerment on perceived service quality. Theoretical, practical, and future research implications were discussed.</subfield></datafield></record></collection>
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Promotion of perceived service quality through employee training and empowerment : the mediating role of employee motivation and internal communication

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