Towards the measurement of internal service quality
- 1 August 1995
- journal article
- Published by Emerald Publishing in International Journal of Service Industry Management
- Vol. 6 (3), 64-83
- https://doi.org/10.1108/09564239510091349
Abstract
In the service sector literature, both marketers and organizational behaviourists emphasize the importance of the internal dynamics of the organization in terms of a network of customers and suppliers interacting together to satisfy customers. Reports on the progress of an ongoing project aimed at identifying and measuring those factors which determine how hospital ward staff perceive the quality of the support they receive from other units in hospitals.Keywords
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