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The Effect of Organisational Vision on Service Quality Delivery

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  • Chu-Mei Liu

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.

Suggested Citation

  • Chu-Mei Liu, 2006. "The Effect of Organisational Vision on Service Quality Delivery," The Service Industries Journal, Taylor & Francis Journals, vol. 26(8), pages 849-859, December.
    • Handle: RePEc:taf:servic:v:26:y:2006:i:8:p:849-859
    DOI: 10.1080/02642060601011640
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    Cited by:

    1. Marta Peris-Ortiz & Manuel Rodenes Adam, 2011. "Editorial-Creativity and innovation," The Service Industries Journal, Taylor & Francis Journals, vol. 31(12), pages 1903-1905, February.

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