Internal Services: Gaps in Needs/Performance and Prescriptions for Effectiveness

Internal Services: Gaps in Needs/Performance and Prescriptions for Effectiveness 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Internal Services: Gaps in Needs/Performance and Prescriptions for Effectiveness

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Publisher
Emerald Publishing
Copyright
Copyright © 1991 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239110137928
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Apr 1, 1991

Keywords: International marketing; Service levels; Competitiveness; Service industries; Manufacturing industry; Organizational performance

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