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| Improving Service Quality through Organizational SenseMaking and
Dynamic Service Attributes Managing |
| HUANG Jinsong,WANG Zheng,ZHENG Xiaoming,OUYANG Taohua |
| 1.Beihang University，Beijing,China; 2. National University of Singapore,
Kent Ridge,Singapore; 3. Tsinghua University,Beijing,China |
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Abstract This paper uses the organizational sensemaking and twofactor theory to investigate a successful chain restaurant organization in China. Our research result shows that the existing motivation attributes will transfer to hygiene attributes, thus it is critical for a company to continually provide new motivation attributes with ensuring the existing hygiene attributes simultaneously; while this sustained capability could achieve with the process of sensemaking evolves.
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Received: 28 February 2013
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2014, Vol. 11 
