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.
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
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