Internal Service Quality

Vivienne J. Wildes · Sara Parks

52 citations0/0 files storedInternational Journal of Hospitality & Tourism Administration

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Customer Service Quality and Loyalty Employee Performance and Management Job Satisfaction and Organizational Behavior

Abstract

Employers of food service workers face a serious dilemma in retaining employees. This research on restaurant food service workers draws on previous research completed in three disciplines (marketing, organizational behavior, and social psychology) and supports the view that concerted efforts at internal service quality result in internal customer satisfaction, thereby causing people to stay longer in the food service industry and be more likely to recommend their job to others. Implications are drawn that may help to lessen employee turnover in the service industries.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2025Advances in Consumer Research 1965Inequity In Social Exchange 1992Measuring Service Quality: A Reexamination and Extension 1964Work and motivation 1963Towards an understanding of inequity.

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