Electronic Resource
Bradford
:
Emerald
The @journal of business & industrial marketing
13 (1998), S. 381-392
ISSN:
0885-8624
Source:
Emerald Fulltext Archive Database 1994-2005
Topics:
Economics
Notes:
An often overlooked aspect of service delivery in business-to-business settings is the issue of service quality among internal organizational units. Yet, in practice many organizational departments are service providers primarily to customers within the organization. For example, management information systems, human resources, and purchasing departments all share an important function supporting other employees as they perform their jobs. Managers of those internal service functions are becoming more concerned with delivering high levels of service quality to their internal customers. This article explores the dimensionality of customer service quality as perceived by a set of internal customers of an organizational buying unit, and examines the potential for segmentation of internal customers. Managerial implications and recommendations are presented to aid organizations desiring to improve internal service quality.
Type of Medium:
Electronic Resource
URL:
http://dx.doi.org/10.1108/08858629810226681
Permalink
| Library |
Location |
Call Number |
Volume/Issue/Year |
Availability |
