Towards the measurement of internal service quality

Towards the measurement of internal service quality In the service sector literature, both marketers and organizational behaviourists emphasize the importance of the internal dynamics of the organization in terms of a network of customers and suppliers interacting together to satisfy customers. Reports on the progress of an ongoing project aimed at identifying and measuring those factors which determine how hospital ward staff perceive the quality of the support they receive from other units in hospitals. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Towards the measurement of internal service quality

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Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239510091349
Publisher site
See Article on Publisher Site

Abstract

In the service sector literature, both marketers and organizational behaviourists emphasize the importance of the internal dynamics of the organization in terms of a network of customers and suppliers interacting together to satisfy customers. Reports on the progress of an ongoing project aimed at identifying and measuring those factors which determine how hospital ward staff perceive the quality of the support they receive from other units in hospitals.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Aug 1, 1995

Keywords: Customer satisfaction; Hospitals; Internal markets; Research; Service quality

References

  • The part‐time marketer
    Gummesson, E.
  • Managing the service encounter: a focus on the employee
    Lewis, B.R.; Entwistle, T.W.
  • Development of a multiple‐item scale for measuring hospital service quality
    Vandamme, R.; Leunis, J.
  • Internal services: gaps in needs/performance and prescriptions for effectiveness
    Vandermerwe, S.; Gilbert, D.

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