000			02083naa a2200217uu 4500
001			0100516131137
003			OSt
005			20190211173739.0
008			101005s2010 xx ||||gr |0|| 0 eng d
100	1		_aMINJOON, Jun _942499
245	1	0	_aExamining the relationships between internal service quality and its dimensions, and internal customer satisfaction
260			_aOxfordshire : _bRoutledge, _cJan./Feb. 2010
520	3		_aAlthough 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			_aVolume 21
590			_aNumbers 1-2
700	1		_aSHAOHAN, Cai _942500
773	0	8	_tTotal Quality Management & Business Excellence _g21, 1-2, p. 205-223 _dOxfordshire : Routledge, Jan./Feb. 2010 _xISSN 14783363 _w
942			_cS
998			_a20101005 _b1613^b _cDaiane
998			_a20101006 _b1736^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c36685 _d36685
041			_aeng