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Internal customer satisfaction

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 March 1991

Abstract

Asserts that internal customer satisfaction, which is critical to successful services marketing, has three aspects: involvement, enablement, and pure internal customer satisfaction. Defines each factor, describes its importance, and then illustrates with measurement examples. Makes suggestions towards measuring internal customer satisfaction.

Keywords

Citation

Schmalensee, D. (1991), "Internal customer satisfaction", Managing Service Quality: An International Journal, Vol. 1 No. 3, pp. 141-144. https://doi.org/10.1108/EUM0000000003138

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited