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.
International Journal of Service Industry Management – Emerald Publishing
Published: Aug 1, 1995
Keywords: Customer satisfaction; Hospitals; Internal markets; Research; Service quality
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