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

Abstract

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.

Keywords:

• Employee empowerment
• employee motivation
• employee training
• internal communication
• perceived service quality