Promotion of Perceived Service Quality Through Employee Training and Empowerment: The Mediating Role of Employee Motivation and Internal Communication-Reference-Cited by-同舟云学术

Promotion of Perceived Service Quality Through Employee Training and Empowerment: The Mediating Role of Employee Motivation and Internal Communication

Published:2021-11-02 Issue: Volume: Page:1-18
ISSN:1533-2969
Container-title:Services Marketing Quarterly
language:en
Short-container-title:Services Marketing Quarterly

Author:

Chikazhe Lovemore¹,Nyakunuwa Esthery²

Affiliation:

1. Department of Retail Management, Chinhoyi University of Technology, Chinhoyi, Zimbabwe

2. Marketing Department, NSSA, Harare, Zimbabwe

Publisher

Informa UK Limited

Subject

Business, Management and Accounting (miscellaneous)

Link

https://www.tandfonline.com/doi/pdf/10.1080/15332969.2021.1992560

Reference64 articles.

1. The Impact of Training Activities on Quality of Service, Customer Satisfaction and Behavioral Intention

2. Effect of Teamwork, Employee Empowerment and Training on Employee Performance

3. The role of empowerment in improving internal process, customer satisfaction, learning and growth

4. Employee Communication Responsibility: Its Antecedents and Implications for Strategic Communication Management

5. Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality

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