Methodological Implications in Measuring Internal Service Quality

  • Javier Reynoso
Part of the Wissenschaft & Praxis book series (WIPA)


In the services management literature, marketers, operations management researchers and organisational behaviorists emphasise the importance of the internal dynamics of the organisation in terms of a network of customers and suppliers interacting together to satisfy customers. Although the relevance of the so-called “internal customers” within the context of the service delivery process is frequently referred to in that literature, there is in fact, a somewhat surprising paucity of published research on the topic. Why is it very difficult to find a publications providing scientific evidence on the operationalisation of the internal customer concept? Why it has not been researched enough? Which are the methodological implications involved in doing research on internal service dynamics inside organisations? This paper attempts to provide information aiming to understand and explain such questions.


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Copyright information

© Springer Fachmedien Wiesbaden 1999

Authors and Affiliations

  • Javier Reynoso
    • 1
  1. 1.Services Management Research and EducationGraduate School of Business Administration and Leadership (EGADE), ITESMMonterreyMexico

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