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Towards the measurement of internal service quality

Javier Reynoso (ITESM, Monterrey, Mexico)
Brian Moores (Manchester Business School, Manchester, UK)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 August 1995

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.

Keywords

Citation

Reynoso, J. and Moores, B. (1995), "Towards the measurement of internal service quality", International Journal of Service Industry Management, Vol. 6 No. 3, pp. 64-83. https://doi.org/10.1108/09564239510091349

Publisher

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MCB UP Ltd

Copyright © 1995, MCB UP Limited