Internal Relationships and Activities Associated with High Levels of Purchasing Service Quality

Joel D. Wisner · Linda L. Stanley

45 citations0/0 files storedJournal of Supply Chain Management

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Quality and Supply Management Customer Service Quality and Loyalty Outsourcing and Supply Chain Management

Abstract

SUMMARY This article presents findings from a comprehensive survey concerning internal service quality in a wide variety of U.S. companies. The objectives of this article were to further develop the internal service quality model and to study the internal customer‐supplier relationships of companies with high levels of purchasing service quality. Purchasing managers were asked to assess and describe both incoming and outgoing internal service quality and associated activities for their purchasing departments and the organization as a whole. The respondents were also asked to assess the service quality provided to their firm's external customers. This information was used to summarize performance in each area for respondents with high levels of internal service quality, from both an internal supplier and internal customer perspective. Comparative information is provided for firms having low‐to‐moderate levels of internal service quality.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1977Estimating Nonresponse Bias in Mail Surveys 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1984Measuring organizational performance in the absence of objective measures: The case of the privately‐held firm and conglomerate business unit 1990Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level 1994The Internal Service Encounter 1996Internal marketing builds service quality.1990Managing the Service Encounter: A Focus on the Employee

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