Internal service barometers: Conceptualization and empirical results of a pilot study in Switzerland
This paper deals with services provided within an organization, outlining a model to measure internal customer satisfaction and perceptions of internal quality. Adapting the concept of the service profit chain which is used still frequently to illustrate the relationship between external customer sa...
Ausführliche Beschreibung
Gespeichert in:
| Autor*in: |
Bruhn, Manfred [verfasserIn] |
|---|
| Format: |
E-Artikel |
|---|---|
| Sprache: |
Englisch |
| Erschienen: |
2003 |
|---|
| Schlagwörter: |
|---|
| Umfang: |
18 |
|---|
| Reproduktion: |
Emerald Fulltext Archive Database 1994-2005 |
|---|---|
| Übergeordnetes Werk: |
In: European journal of marketing - Bradford : Emerald, 1971, 37(2003), 9, Seite 1187-1204 |
| Übergeordnetes Werk: |
volume:37 ; year:2003 ; number:9 ; pages:1187-1204 ; extent:18 |
| Links: |
|---|
| DOI / URN: |
10.1108/03090560310486942 |
|---|
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NLEJ219824304 |
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| 520 | |a This paper deals with services provided within an organization, outlining a model to measure internal customer satisfaction and perceptions of internal quality. Adapting the concept of the service profit chain which is used still frequently to illustrate the relationship between external customer satisfaction and economic success, this article proposes that the external service quality can be attained only after internal performance prerequisites have been investigated and optimized. Additionally, it introduces the concept of an internal service barometer, and presents the results of an empirical study to evaluate the relationships between internal service quality, internal customer satisfaction and internal customer retention. | ||
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10.1108/03090560310486942 doi (DE-627)NLEJ219824304 DE-627 ger DE-627 rakwb eng XA-GB Bruhn, Manfred verfasserin aut Internal service barometers: Conceptualization and empirical results of a pilot study in Switzerland 2003 18 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier This paper deals with services provided within an organization, outlining a model to measure internal customer satisfaction and perceptions of internal quality. Adapting the concept of the service profit chain which is used still frequently to illustrate the relationship between external customer satisfaction and economic success, this article proposes that the external service quality can be attained only after internal performance prerequisites have been investigated and optimized. Additionally, it introduces the concept of an internal service barometer, and presents the results of an empirical study to evaluate the relationships between internal service quality, internal customer satisfaction and internal customer retention. Emerald Fulltext Archive Database 1994-2005 Customer satisfaction Internal marketing Service quality assurance Switzerland In European journal of marketing Bradford : Emerald, 1971 37(2003), 9, Seite 1187-1204 Online-Ressource (DE-627)NLEJ219579423 (DE-600)2002936-6 nnns volume:37 year:2003 number:9 pages:1187-1204 extent:18 http://dx.doi.org/10.1108/03090560310486942 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 37 2003 9 1187-1204 18 |
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10.1108/03090560310486942 doi (DE-627)NLEJ219824304 DE-627 ger DE-627 rakwb eng XA-GB Bruhn, Manfred verfasserin aut Internal service barometers: Conceptualization and empirical results of a pilot study in Switzerland 2003 18 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier This paper deals with services provided within an organization, outlining a model to measure internal customer satisfaction and perceptions of internal quality. Adapting the concept of the service profit chain which is used still frequently to illustrate the relationship between external customer satisfaction and economic success, this article proposes that the external service quality can be attained only after internal performance prerequisites have been investigated and optimized. Additionally, it introduces the concept of an internal service barometer, and presents the results of an empirical study to evaluate the relationships between internal service quality, internal customer satisfaction and internal customer retention. Emerald Fulltext Archive Database 1994-2005 Customer satisfaction Internal marketing Service quality assurance Switzerland In European journal of marketing Bradford : Emerald, 1971 37(2003), 9, Seite 1187-1204 Online-Ressource (DE-627)NLEJ219579423 (DE-600)2002936-6 nnns volume:37 year:2003 number:9 pages:1187-1204 extent:18 http://dx.doi.org/10.1108/03090560310486942 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 37 2003 9 1187-1204 18 |
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10.1108/03090560310486942 doi (DE-627)NLEJ219824304 DE-627 ger DE-627 rakwb eng XA-GB Bruhn, Manfred verfasserin aut Internal service barometers: Conceptualization and empirical results of a pilot study in Switzerland 2003 18 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier This paper deals with services provided within an organization, outlining a model to measure internal customer satisfaction and perceptions of internal quality. Adapting the concept of the service profit chain which is used still frequently to illustrate the relationship between external customer satisfaction and economic success, this article proposes that the external service quality can be attained only after internal performance prerequisites have been investigated and optimized. Additionally, it introduces the concept of an internal service barometer, and presents the results of an empirical study to evaluate the relationships between internal service quality, internal customer satisfaction and internal customer retention. Emerald Fulltext Archive Database 1994-2005 Customer satisfaction Internal marketing Service quality assurance Switzerland In European journal of marketing Bradford : Emerald, 1971 37(2003), 9, Seite 1187-1204 Online-Ressource (DE-627)NLEJ219579423 (DE-600)2002936-6 nnns volume:37 year:2003 number:9 pages:1187-1204 extent:18 http://dx.doi.org/10.1108/03090560310486942 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 37 2003 9 1187-1204 18 |
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10.1108/03090560310486942 doi (DE-627)NLEJ219824304 DE-627 ger DE-627 rakwb eng XA-GB Bruhn, Manfred verfasserin aut Internal service barometers: Conceptualization and empirical results of a pilot study in Switzerland 2003 18 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier This paper deals with services provided within an organization, outlining a model to measure internal customer satisfaction and perceptions of internal quality. Adapting the concept of the service profit chain which is used still frequently to illustrate the relationship between external customer satisfaction and economic success, this article proposes that the external service quality can be attained only after internal performance prerequisites have been investigated and optimized. Additionally, it introduces the concept of an internal service barometer, and presents the results of an empirical study to evaluate the relationships between internal service quality, internal customer satisfaction and internal customer retention. Emerald Fulltext Archive Database 1994-2005 Customer satisfaction Internal marketing Service quality assurance Switzerland In European journal of marketing Bradford : Emerald, 1971 37(2003), 9, Seite 1187-1204 Online-Ressource (DE-627)NLEJ219579423 (DE-600)2002936-6 nnns volume:37 year:2003 number:9 pages:1187-1204 extent:18 http://dx.doi.org/10.1108/03090560310486942 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 37 2003 9 1187-1204 18 |
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10.1108/03090560310486942 doi (DE-627)NLEJ219824304 DE-627 ger DE-627 rakwb eng XA-GB Bruhn, Manfred verfasserin aut Internal service barometers: Conceptualization and empirical results of a pilot study in Switzerland 2003 18 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier This paper deals with services provided within an organization, outlining a model to measure internal customer satisfaction and perceptions of internal quality. Adapting the concept of the service profit chain which is used still frequently to illustrate the relationship between external customer satisfaction and economic success, this article proposes that the external service quality can be attained only after internal performance prerequisites have been investigated and optimized. Additionally, it introduces the concept of an internal service barometer, and presents the results of an empirical study to evaluate the relationships between internal service quality, internal customer satisfaction and internal customer retention. Emerald Fulltext Archive Database 1994-2005 Customer satisfaction Internal marketing Service quality assurance Switzerland In European journal of marketing Bradford : Emerald, 1971 37(2003), 9, Seite 1187-1204 Online-Ressource (DE-627)NLEJ219579423 (DE-600)2002936-6 nnns volume:37 year:2003 number:9 pages:1187-1204 extent:18 http://dx.doi.org/10.1108/03090560310486942 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 37 2003 9 1187-1204 18 |
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This paper deals with services provided within an organization, outlining a model to measure internal customer satisfaction and perceptions of internal quality. Adapting the concept of the service profit chain which is used still frequently to illustrate the relationship between external customer satisfaction and economic success, this article proposes that the external service quality can be attained only after internal performance prerequisites have been investigated and optimized. Additionally, it introduces the concept of an internal service barometer, and presents the results of an empirical study to evaluate the relationships between internal service quality, internal customer satisfaction and internal customer retention. |
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This paper deals with services provided within an organization, outlining a model to measure internal customer satisfaction and perceptions of internal quality. Adapting the concept of the service profit chain which is used still frequently to illustrate the relationship between external customer satisfaction and economic success, this article proposes that the external service quality can be attained only after internal performance prerequisites have been investigated and optimized. Additionally, it introduces the concept of an internal service barometer, and presents the results of an empirical study to evaluate the relationships between internal service quality, internal customer satisfaction and internal customer retention. |
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