内部服务质量研究前沿探析与未来展望
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外国经济与管理 2012 年 第 34 卷第 11 期, 页码：35 - 43
摘要
参考文献
摘要
内部服务质量管理理念不仅适用于传统的服务企业,而且适用于包括工业企业和公共事业单位在内的不同组织。作为提高组织绩效的核心要素,内部服务质量是内部营销、质量管理和人力资源管理的重要内容。本文对有关内部服务质量概念内涵、维度与测量、影响结果等问题的已有研究文献进行了梳理和评介,在此基础上探讨了现有研究还存在的问题,并对未来的研究方向进行了展望。
[1]Anosike U P and Eid R.Integrating internal customer orien-tation,internal service quality,and customer orientation in the banking sector:An empirical study[J].Service Industries Journal,2011,31(14):2487-2505.
[2]Bellou V and Andronikidis A.The impact of internal service quali-ty on customer service behavior:Evidence from the banking sector[J].International Journal of Quality&Reliability Management,2008,25(9):943-954.
[3]Bennett R and Barkensjo A.Internal marketing,negative ex-periences,and volunteers’commitment to providing high-quality services in a UK helping and caring charitable organi-zation[J].International Journal of Voluntary and Nonprofit Organizations,2005,16(3):251-274.
[4]Bouranta N,et al.The relationship between internal and ex-ternal service quality[J].International Journal of Contempo-rary Hospitality Management,2009,21(3):275-293.
[5]Brandon-Jones A and Silvestro R.Measuring internal service quality:Comparing the gap-based and perceptions-only ap-proaches[J].International Journal of Operations&Produc-tion Management,2010,30(12):1291-1318.
[6]Brooks R F,et al.Internal marketing and customer driven wavefronts[J].Service Industries Journal,1999,19(4):49-67.
[7]Caruana A and Pitt L.INTOUAL:An internal measure of service quality and the link between service quality and busi-ness performance[J].European Journal of Marketing,1997,31(8):604-616.
[8]Cook C and Thompson B.Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality[J].Journal of Academic Librarianship,2000,26(4):248-258.
[9]Farner S,et al.An empirical assessment of internal customer service[J].Managing Service Quality,2001,11(5):350-358.
[10]Finn D W,et al.Total quality management and internal cus-tomers:Measuring internal service quality[J].Journal of Marketing Theory and Practice,1996,4(3):36-51.
[11]Frost F A and Kumar M.Service quality between internal customers and internal suppliers in an international airline[J].International Journal of Quality&Reliability Manage-ment,2001,18(4):371-386.
[12]Gounaris S P.Internal-market orientation and its measure-ment[J].Journal of Business Research,2006,59(4):432-448.
[13]Grnroos C.Service management and marketing:Customer management in service competition[M].Hoboken,NJ:John Wiley&Sons,2007:71-73.
[14]Heskett J L,et al.The service profit chain:How leading companies link profit and growth to loyalty,satisfaction and value[M].New York:Simon&Schuster Press,1997:18-19.
[15]Jun M and Cai S H.Examining the relationships between in-ternal service quality and its dimensions,and internal custom-er satisfaction[J].Total Quality Management,2010,21(2):205-223.
[16]Kang G D,et al.Measurement of internal service quality:Application of the SERVQUAL battery to internal service quality[J].Managing Service Quality,2002,12(5):278-291.
[17]Kuei C H.Internal service quality:An empirical assessment[J].International Journal of Quality and Reliability Manage-ment,1999,16(8):783-791.
[18]Large R O and Knig T.A gap model of purchasing’s inter-nal service quality:Concept,case study and internal survey[J].Journal of Purchasing&Supply Management,2009,15(1):24-32.
[19]Lings I N.Internal market orientation:Construct and conse-quences[J].Journal of Business Research,2004,57(4):405-413.
[20]Loveman G W.Employee satisfaction,customer loyalty,and fi-nancial performance:An empirical examination of the service profit chain in retail banking[J].Journal of Service Research,1998,1(1):18-31.
[21]Paraskevas A.Internal service encounters in hotels:An em-pirical study[J].International Journal of Contemporary Hos-pitality Management,2001,13(6):285-292.
[22]Parasuraman A,et al.A conceptual model of service quality and its implication for future research[J].Journal of Mar-keting,1985,49(4):41-50.
[23]Reynoso J and Moores B.Towards the measurement of in-ternal service quality[J].International Journal of Service In-dustry Management,1995,6(3):64-83.
[24]Silvestro R and Cross S.Applying the service profit chain in a retail environment:Challenging the“satisfaction mirror”[J].International Journal of Service Industry Management,2000,11(3):244-268.
[25]Wildes V J.Attracting and retaining food servers:How in-ternal service quality moderates occupational stigma[J].Hospitality Management,2007,26(1):4-19.
[26]Yang H and Coates N.Internal marketing:Service quality in leisure services[J].Marketing Intelligence&Planning,2010,28(6):754-769.
[27]Yoon M H,et al.The effect of work climate on critical em-ployee and customer outcomes:An employee-level analysis[J].International Journal of Service Industry Management,2001,12(5):500-521.
[28]黄培伦等.企业内部服务质量、关系质量对内部顾客忠诚的影响机制:基于内部营销视角的实证研究[J].南开管理评论,2008,11(6):10—17.
[29]马鹏,张威.组织氛围视角下的企业内部服务质量测评维度及影响机理研究[J].华东经济管理,2008,22(11):100-103.
[2]Bellou V and Andronikidis A.The impact of internal service quali-ty on customer service behavior:Evidence from the banking sector[J].International Journal of Quality&Reliability Management,2008,25(9):943-954.
[3]Bennett R and Barkensjo A.Internal marketing,negative ex-periences,and volunteers’commitment to providing high-quality services in a UK helping and caring charitable organi-zation[J].International Journal of Voluntary and Nonprofit Organizations,2005,16(3):251-274.
[4]Bouranta N,et al.The relationship between internal and ex-ternal service quality[J].International Journal of Contempo-rary Hospitality Management,2009,21(3):275-293.
[5]Brandon-Jones A and Silvestro R.Measuring internal service quality:Comparing the gap-based and perceptions-only ap-proaches[J].International Journal of Operations&Produc-tion Management,2010,30(12):1291-1318.
[6]Brooks R F,et al.Internal marketing and customer driven wavefronts[J].Service Industries Journal,1999,19(4):49-67.
[7]Caruana A and Pitt L.INTOUAL:An internal measure of service quality and the link between service quality and busi-ness performance[J].European Journal of Marketing,1997,31(8):604-616.
[8]Cook C and Thompson B.Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality[J].Journal of Academic Librarianship,2000,26(4):248-258.
[9]Farner S,et al.An empirical assessment of internal customer service[J].Managing Service Quality,2001,11(5):350-358.
[10]Finn D W,et al.Total quality management and internal cus-tomers:Measuring internal service quality[J].Journal of Marketing Theory and Practice,1996,4(3):36-51.
[11]Frost F A and Kumar M.Service quality between internal customers and internal suppliers in an international airline[J].International Journal of Quality&Reliability Manage-ment,2001,18(4):371-386.
[12]Gounaris S P.Internal-market orientation and its measure-ment[J].Journal of Business Research,2006,59(4):432-448.
[13]Grnroos C.Service management and marketing:Customer management in service competition[M].Hoboken,NJ:John Wiley&Sons,2007:71-73.
[14]Heskett J L,et al.The service profit chain:How leading companies link profit and growth to loyalty,satisfaction and value[M].New York:Simon&Schuster Press,1997:18-19.
[15]Jun M and Cai S H.Examining the relationships between in-ternal service quality and its dimensions,and internal custom-er satisfaction[J].Total Quality Management,2010,21(2):205-223.
[16]Kang G D,et al.Measurement of internal service quality:Application of the SERVQUAL battery to internal service quality[J].Managing Service Quality,2002,12(5):278-291.
[17]Kuei C H.Internal service quality:An empirical assessment[J].International Journal of Quality and Reliability Manage-ment,1999,16(8):783-791.
[18]Large R O and Knig T.A gap model of purchasing’s inter-nal service quality:Concept,case study and internal survey[J].Journal of Purchasing&Supply Management,2009,15(1):24-32.
[19]Lings I N.Internal market orientation:Construct and conse-quences[J].Journal of Business Research,2004,57(4):405-413.
[20]Loveman G W.Employee satisfaction,customer loyalty,and fi-nancial performance:An empirical examination of the service profit chain in retail banking[J].Journal of Service Research,1998,1(1):18-31.
[21]Paraskevas A.Internal service encounters in hotels:An em-pirical study[J].International Journal of Contemporary Hos-pitality Management,2001,13(6):285-292.
[22]Parasuraman A,et al.A conceptual model of service quality and its implication for future research[J].Journal of Mar-keting,1985,49(4):41-50.
[23]Reynoso J and Moores B.Towards the measurement of in-ternal service quality[J].International Journal of Service In-dustry Management,1995,6(3):64-83.
[24]Silvestro R and Cross S.Applying the service profit chain in a retail environment:Challenging the“satisfaction mirror”[J].International Journal of Service Industry Management,2000,11(3):244-268.
[25]Wildes V J.Attracting and retaining food servers:How in-ternal service quality moderates occupational stigma[J].Hospitality Management,2007,26(1):4-19.
[26]Yang H and Coates N.Internal marketing:Service quality in leisure services[J].Marketing Intelligence&Planning,2010,28(6):754-769.
[27]Yoon M H,et al.The effect of work climate on critical em-ployee and customer outcomes:An employee-level analysis[J].International Journal of Service Industry Management,2001,12(5):500-521.
[28]黄培伦等.企业内部服务质量、关系质量对内部顾客忠诚的影响机制:基于内部营销视角的实证研究[J].南开管理评论,2008,11(6):10—17.
[29]马鹏,张威.组织氛围视角下的企业内部服务质量测评维度及影响机理研究[J].华东经济管理,2008,22(11):100-103.
引用本文
伍晓奕, 董坤. 内部服务质量研究前沿探析与未来展望[J]. 外国经济与管理, 2012, 34(11): 35–43.
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