Advertisement

Methodological Implications in Measuring Internal Service Quality

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

Abstract

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.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Davis, T.R.V. (1991): Internal Service Operations. Strategies for Increasing Their Effectiveness and Controlling Their Cost, in: Organisational Dynamics, Vol. 20, No. 2, pp. 5–22.Google Scholar
  2. Davis, T.R.V. (1992): Satisfying Intemal Customers. The Link to External Customer Satisfaction, in: Planning Review, Vol. 20, No. 1, pp. 34–37.Google Scholar
  3. Davis, T.R.V. (1993): Managing Internal Service Delivery in Organizations, in: Advances in Services Marketing and Management, Vol. 2, Greenwich, London, pp. 301–321.Google Scholar
  4. Gremler, D.D., Bitner, M.J., Evans, K.R. (1994): The Internal Service Encounter, in: International Journal of Service Industry Management, Vol. 5, No. 2, pp. 34–56.Google Scholar
  5. Goodman, P.S., Ravlin, E., Schminke, M. (1987): Understanding Groups in Organisations, in: Cummings, L.L., Staw, B.M. (eds): Research in Organisational Behaviour, Vol. 9, Greenwich, pp. 121–173.Google Scholar
  6. Mohr-Jackson, I. (1991): Broadening The Market Orientation: An Added Focus on Internal Customers, in: Human Resource Management, Vol. 30, No. 4, pp. 455–467.Google Scholar
  7. Moores, B., Reynoso, J.F. (1993): Exploring Interdepartmental Relationships in the Service Delivery Process. A Case Study in the Hospitality Industry, in: Proceedings of the Workshop on Quality Management in Services III, Helsinki School of Economics, Helsinki, Vol. 3, pp. 375–395.Google Scholar
  8. Pettersen, I.J. (1993): Hospitals as Service Producers: An Empirical study of Organisation and Performance in Norwegian Intensive Care Units, paper presented to The British Academy of Management Annual Conference, Milton Keynes.Google Scholar
  9. Pfau, B., Detzel, D., Geller, A. (1991): Satisfy Your Internal Customers, in: Journal of Business Strategy, Vol. 12, No. 6, pp. 9–13.Google Scholar
  10. Reynoso, J.F. (1993): Internal Organisational Dynamics in the Service Delivery Process, in: Proceedings of the British Academy of Management Annual Conference, Milton Keynes, pp. 447–448.Google Scholar
  11. Reynoso, J.F. (1994): Development of a Multiple-item scale for Measuring Internal Service Quality in Hospitals, in: Conference Proceedings of the 3rd International Research Seminar in Service Management, La Londe Les Maures, pp. 623–644.Google Scholar
  12. Reynoso, J.F. (1996): Internal Service Operations: How Well Are They Serving Each Other?, in: Edvardsson, B., Brown, S., Johnston, R., Scheuing, E. (eds): Advancing Service Quality. A Global Perspective, New York, pp. 77–86.Google Scholar
  13. Reynoso J.F., Moores, B. (1995): Towards the Measurement of Internal Service Quality, in: International Journal of Service Industry Management, Vol. 6, No 3, pp. 64–83.Google Scholar
  14. Reynoso J.F., Moores, B. (1996): Internal Relationships, in: Buttle, F. (ed.): Relationship Marketing. Principles and Practice, London, pp. 55–73.Google Scholar
  15. Reynoso J.F., Moores, B. (1997): Operationalising The Quality of Internal Support Operations in Service Organisations, in: Advances in Services Marketing and Management, Vol. 6, pp. 147–170.Google Scholar
  16. Shortell, S.M., Rousseau, D.M., Gillies, R.R., Devers, K.J., Simons, T.L. (1991): Organisational Assessment in Intensive Care Units (ICUs): Construct Development, Reliability and Validity of the ICU Nurse-Physician Questionnaire, Medical Care, Vol. 29, No. 8, pp. 709726.Google Scholar
  17. Vandermerwe, S., Gilbert, D. (1989): Making Internal Services Market Driven, in: Business Horizons, Vol. 32, No. 6, pp. 83–89.Google Scholar
  18. Vandermerwe, S., Gilbert, D. (1991): Internal Services. Gaps in Needs, Performance and Prescriptions for Effectiveness, in: International Journal of Service Industry Management, Vol. 2, No. 1, pp. 50–60.Google Scholar
  19. Van de Ven, A.H., Walker, G., Liston J.S. (1979): Coordination Patterns Within and Inter-organisational Network, in: Human Relations, Vol. 32, No. 1, pp. 19–36.Google Scholar
  20. Zeithaml, V., Parasuraman, A., Berry, L.L. (1990): Delivering Quality Service. Balancing Customer Perceptions and Expectations, New York.Google Scholar

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

Personalised recommendations