Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction (Record no. 36685)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02083naa a2200217uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 0100516131137 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211173739.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 101005s2010 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | MINJOON, Jun |
| 9 (RLIN) | 42499 |
| 245 10 - TITLE STATEMENT | |
| Title | Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | Jan./Feb. 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Although it has been widely accepted that internal customer service quality leads to internal customer satisfaction and in turn external customes satisfaction, relatively little research has focused on the dimensions of internal customer service quality and their differing impacts on internal customer satisfaction. This empirical study identifies six key internal service quality dimensions as perceived by the purchasing department's internal customer: customer intimacy, team-based continuous, improvement, communication, reliability/competence, requisition process and tangibles. In addition, this study reveals the following factors. First, customer intimacy is the most influential dimension to achieve both high internal customer service quality and satisfaction. Second, team-based continuous improvement and requisition process are the second and third most important dimensions of service quality but not significantly associated with internal customes satifaction. Third, conversely, communication is the second most influential dimension for internal customers satisfaction but not with internal customer service quality. Finally, there is a significantly positive association between internal customer service quality and satisfaction. Managerial implications and recommendations are also presented |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 21 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Numbers 1-2 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | SHAOHAN, Cai |
| 9 (RLIN) | 42500 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 21, 1-2, p. 205-223 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, Jan./Feb. 2010 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20101005 |
| Operator's initials, OID (RLIN) | 1613^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20101006 |
| Operator's initials, OID (RLIN) | 1736^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
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