Towards the measurement of internal service quality
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
:MCB UP Ltd
Copyright © 1995, MCB UP Limited