Internal service barometers

Manfred Bruhn

80 citations0/0 files storedEuropean Journal of Marketing

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Customer Service Quality and Loyalty Service and Product Innovation Employee Performance and Motivation

Abstract

This paper deals with services provided within an organization, outlining a model to measure internal customer satisfaction and perceptions of internal quality. Adapting the concept of the service profit chain which is used still frequently to illustrate the relationship between external customer satisfaction and economic success, this article proposes that the external service quality can be attained only after internal performance prerequisites have been investigated and optimized. Additionally, it introduces the concept of an internal service barometer, and presents the results of an empirical study to evaluate the relationships between internal service quality, internal customer satisfaction and internal customer retention.

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References

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1979Review of Psychometric theory (2nd ed.).1992Measuring Service Quality: A Reexamination and Extension 1983Measuring individual differences in empathy: Evidence for a multidimensional approach.1993What is coefficient alpha? An examination of theory and applications.1999Whence Consumer Loyalty?1992A National Customer Satisfaction Barometer: The Swedish Experience

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