The antecedents and consequences of internal service quality
conference contributionposted on 06.12.2017, 00:00 authored 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.