Access the full text.
Sign up today, get DeepDyve free for 14 days.
References for this paper are not available at this time. We will be adding them shortly, thank you for your patience.
Internal services are fundamental to corporate competitiveness today. Not only do they support line functions but also are directly adding value to the company′s final offerings. However, the level of performance of internal service providers is not meeting the requirements of their users. The authors, continuing their research in this area, surveyed 300 executives on the importance and performance of internal services. They demonstrate the perceived gap between service users′ needs and service providers′ performance, try to understand why this gap exists, and offer some organisational diagnostics for identifying these gaps and prescriptions for redressing them.
International Journal of Service Industry Management – Emerald Publishing
Published: Apr 1, 1991
Keywords: International marketing; Service levels; Competitiveness; Service industries; Manufacturing industry; Organizational performance
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.