Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Measuring internal customer satisfaction

Measuring internal customer satisfaction Identifies two empirically derived measures of internal customer support used to assess team effectiveness from the perspective of the team's internal customers. The measures, personal service and technical competence, are based on analysis of the responses of 465 individuals representing 150 internal customer teams. When compared, the expected (self) ratings of the members of internal intact work teams were more positive than those ratings actually attributed to them by their internal customers. The findings reveal members of work teams tend to over estimate the effectiveness of their team's performance when compared with the ratings the same teams receive from their internal customers. The measurement of internal customer satisfaction is a tool that can be a useful aid for managers of service quality and their work teams to help them more accurately measure the effectiveness of their units. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Measuring internal customer satisfaction

G. Ronald Gilbert
Managing Service Quality , Volume 10 (3): 9 – Jun 1, 2000
Download PDF
9 pages

Loading next page...
 
/lp/emerald-publishing/measuring-internal-customer-satisfaction-2tE5L8fZA2
Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520010336704
Publisher site
See Article on Publisher Site

Abstract

Identifies two empirically derived measures of internal customer support used to assess team effectiveness from the perspective of the team's internal customers. The measures, personal service and technical competence, are based on analysis of the responses of 465 individuals representing 150 internal customer teams. When compared, the expected (self) ratings of the members of internal intact work teams were more positive than those ratings actually attributed to them by their internal customers. The findings reveal members of work teams tend to over estimate the effectiveness of their team's performance when compared with the ratings the same teams receive from their internal customers. The measurement of internal customer satisfaction is a tool that can be a useful aid for managers of service quality and their work teams to help them more accurately measure the effectiveness of their units.

Journal

Managing Service Quality – Emerald Publishing

Published: Jun 1, 2000

Keywords: Measurement; Service quality

References

  • Prototypicality, Leniency, and Generalized Response Set in Rated and Ranked Transformational and Transactional Leadership Descriptions
    Bass, B.M; Avolio, B.J.
  • Leadership and learning: the college president as intuitive scientist
    Birnbaum, R
  • Consumer perceptions of price, value, and satisfaction in the hotel industry: an exploratory study
    Bojanic, D.C
  • A First Course in Factor Analysis
    Comrey, A.L.
  • Consumer satisfaction/dissatisfaction with professional services
    Crane, F.G
  • Out of the Crisis
    Deming, W.E
  • Tracking the evolution of the services marketing literature
    Fisk, R.P; Brown, S.W; Bitner, M.J
  • Quality of Work Life and Job Performance at the Navy Regional Data Automation Center
    Gilbert, G.R
  • Beyond Participative Management: Toward Total Employee Empowerment for Quality
    Gilbert. G.R; Nelson, A.E
  • Role‐making processes within complex organizations
    Graen, G
  • Why satisfied customers defect
    Jones, T.O; Sasser, W.E
  • The Social Psychology of Organizations
    Katz, D; Kahn, R.L.
  • Employee satisfaction, customer loyalty, and financial performance: an empirical examination of the service profit chain in retail banking
    Loveman, G.W.
  • The relationship between the perceptions of leadership behavior of supervisors and anxiety levels of teachers
    Nanko, R.A
  • Measuring customer satisfaction with personal service and the service setting
    Nicholls, J.A.F; Gilbert, G.R; Roslow, S.
  • Time is central
    Nicholls, J.A.F.; Roslow, S; Tsalikis, J
  • Self Directed Work Teams: The New American Challenge
    Orsbun, J.D; Moran, L.; Musselwhite, E; Zenger, J.H
  • SERVQUAL: A multiple‐item scale for measuring consumer perceptions of service quality
    Parasuraman, A; Zeithaml, V.A; Berry, L.L.
  • Basic Organizational Behavior,
    Schermerhorn, J.R; Hunt, J.G; Osborn, R.N
  • The Team Handbook
    Scholtes, P.R; Joiner, B.J.; Streibel, B.J.
  • SPSS Base 8.0 for Windows User’s Guide
  • Waiting for service: the relationship between delays and evaluations of service
    Taylor, S
  • Organizational Behavior: Securing Competitive Advantage
    Wagner, J.A; Hollenbeck, J.R
  • The behavioral consequences of service quality’
    Zeithaml, V.A; Berry, L.L; Parasuraman, A.
  • Making performance appraisal work for teams
    Zignon, J