An often overlooked aspect of service delivery in business‐to‐business settings is the issue of service quality among internal organizational units. Yet, in practice many organizational departments are service providers primarily to customers within the organization. For example, management information systems, human resources, and purchasing departments all share an important function supporting other employees as they perform their jobs. Managers of those internal service functions are becoming more concerned with delivering high levels of service quality to their internal customers. This article explores the dimensionality of customer service quality as perceived by a set of internal customers of an organizational buying unit, and examines the potential for segmentation of internal customers. Managerial implications and recommendations are presented to aid organizations desiring to improve internal service quality.
Marshall, G., Baker, J. and Finn, D. (1998), "Exploring internal customer service quality", Journal of Business & Industrial Marketing, Vol. 13 No. 4/5, pp. 381-392. https://doi.org/10.1108/08858629810226681Download as .RIS
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