cqu_186+ATTACHMENT01+ATTACHMENT01.4.pdf (79.04 kB)
Download file

The antecedents and consequences of internal service quality

Download (79.04 kB)
conference contribution
posted on 06.12.2017, 00:00 by JY Hung, Ho WongHo Wong
This paper discusses the importance of internal service quality (ISQ) in the service industry. A three-tiered conceptual model of ISQ is developed based on the literature review. The first tier of our proposed model is the determinant of ISQ. The second tier, which is the centre of the model, is ISQ. The third tier of the model is the consequences of ISQ; that is trust, employee turnover, and firm performance. It is argued that ISQ should be the focal point in the service industry. Conceptual model development, all relevant constructs, and seven research propositions are discussed consecutively.

Funding

Category 1 - Australian Competitive Grants (this includes ARC, NHMRC)

History

Start Page

1

End Page

16

Number of Pages

16

Start Date

01/01/2006

ISBN-10

1921047348

Location

Yeppoon, Qld.

Publisher

Australian and New Zealand Academy of Management

Place of Publication

Lindfield, NSW

Peer Reviewed

Yes

Open Access

No

External Author Affiliations

Faculty of Business and Informatics; Griffith University; International conference; TBA Research Institute;

Era Eligible

Yes

Name of Conference

Australian and New Zealand Academy of Management. International conference