Expanding paradigms in providing internal service

Abstract

Continual quality improvement is crucial to competitive success. A systems approach is vital in encompassing every segment of the hospitality organization in striving for service quality. The focus of this article is on employees as internal customers and the critical role this group plays in the delivery of quality results. The article will discuss the theoretical foundations for the concept of “internal customers.” Research will be reviewed that has linked service quality between internal and external customers. The necessity of integrating service to “internal customers” into an organization’s culture is also explained. Examples from leading hospitality companies are presented that reinforce the concept of “internal customer” from the pre‐hire stage to other career stages.

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