Abstract

This study is a response to calls for a more comprehensive treatment of service operations management amid concerns over the prevalence of poor service quality. Building upon the ideas of total quality management as an ethos of continual learning and quality improvement, this study aims to elucidate different managerial mindsets towards service quality and the resulting impact on the organisational learning environment. Using a qualitative case study methodology of a sample of UK-based service organisations, the findings point to a trichotomy of managerial mindsets towards service quality each connected to different types of organisational learning. These include (i) outcome mindset with a focus on short-term learning, (ii) process mindset with a focus on intermittent learning, and (iii) process-outcome mindset with a focus on continuous learning. We suggest several propositions for further empirical testing and highlight practical implications of the findings.

摘要

这项研究是对在普遍存在的服务质量低下的担忧中对服务运营管理进行更全面处理的呼声的回应。本研究将全面质量管理理念作为持续学习和质量改进的精神，旨在阐明不同的管理心态对服务质量及其对组织学习环境的影响。使用对英国服务组织样本的定性案例研究方法，调查结果指出了管理心态对服务质量的三分法，每一种都与不同类型的组织学习相关。这些包括 (i) 注重短期学习的结果心态，(ii) 注重间歇性学习的过程心态，以及 (iii) 注重持续学习的过程结果心态。