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Key research themes
1. How does Internal Service Quality affect Employee Job Satisfaction and Engagement across organizational contexts?
This theme investigates empirical relationships and measurement approaches linking Internal Service Quality (ISQ) with employee job satisfaction (EJS), work engagement, and their subsequent effects on organizational performance. It is vital because employees, as internal customers, affect external service delivery quality, and understanding these dynamics helps organizations improve internal processes and employee morale.
Key finding: The study found that among the SERVPERF dimensions of ISQ, Assurance ranked highest in importance among hospital staff, with 65% of employees satisfied with their jobs. ISQ dimensions explained 39.6% of the variation in... Read more
Key finding: The study established that internal service quality positively influences employees' Information Security Awareness (ISA) in Work-from-Home (WFH) settings. Specifically, elements of ISQ mediated engagement dimensions like... Read more
Key finding: This research uncovered a positive and significant structural relationship where Total Quality Services (TQS) positively impact ISQ, which in turn elevates employee satisfaction, loyalty, and commitment. Subsequently,... Read more
Key finding: The study identifies internal service quality as a significant antecedent driving frontline employee service quality. It shows that internal service quality interrelates with internal service climate and employee... Read more
Key finding: Results demonstrated that improved internal service quality positively affects employee satisfaction, which subsequently impacts internal customer satisfaction within the port division context. The research affirmed the... Read more
2. What are the key dimensions and determinants of Internal Service Quality and how can they be measured effectively?
This theme focuses on conceptualizing, operationalizing, and assessing the dimensions that constitute Internal Service Quality (ISQ). It addresses which service quality facets are critical within organizations, differences from traditional external service quality constructs, and the development or adaptation of measurement instruments tailored for internal contexts. Accurately identifying and measuring ISQ dimensions is essential for diagnostic and improvement efforts.
Key finding: Based on an adapted SERVQUAL framework, this study developed a twin-scale gap model tailored for internal service quality in purchasing departments, incorporating both internal customer and purchaser perspectives. It... Read more
Key finding: The paper synthesizes service quality determinants and critically evaluates the SERVQUAL five-dimension model in various service contexts, emphasizing that Reliability is typically the most influential dimension, followed by... Read more
Key finding: Through empirical analysis in the restaurant industry, the study identified internal service quality dimensions such as Safety, Reliability, and Interaction quality (including professionalism and intent) that directly affect... Read more
Key finding: This study developed a localized multi-dimensional service quality assessment tool adapted for higher education internal customers (students), incorporating dimensions such as teacher quality, administrative services,... Read more
3. How does Internal Service Quality influence external outcomes such as customer satisfaction, loyalty, and overall financial performance?
This theme investigates the causal and correlational links between internal service quality and downstream external outcomes including customer satisfaction, loyalty, and financial success. It highlights the mediating roles of employee satisfaction, motivation, and service delivery quality in transforming internal service improvements into tangible business benefits, emphasizing the strategic relevance of ISQ.
Key finding: The study demonstrates a positively significant chain from Total Quality Services improving Internal Service Quality (ISQ), which enhances employee satisfaction, commitment, and loyalty, leading to improved External Service... Read more
Key finding: Empirical findings in the hospitality sector show that internal marketing practices such as employee motivation, communication, recruitment, and healthy work environment positively affect ISQ. Improved ISQ subsequently... Read more
Key finding: This research found that improved internal service quality dimensions (safety, reliability, and interpersonal aspects) positively influence external service quality dimensions including organizational image, empathy, and... Read more
Key finding: The research confirmed that service quality dimensions (tangibility, reliability, responsiveness, assurance, and empathy) have positive and significant effects on customer satisfaction within the insurance industry. While... Read more
Key finding: This quantitative study revealed that service quality dimensions notably reliability, assurance, responsiveness, and empathy positively impact customer satisfaction, with tangibles surprisingly having a negative effect. The... Read more