Relationship between Dimensions of Internal Service Quality and the Nature of the Internal Service Encounter - A Study in the Healthcare Industry

Abstract

This paper presents the results of an exploratory study in the health care management industry aimed at investigating whether the dimensions of internal service quality are dependent on the nature of the internal service relationship. A typology of internal service relationships and a set of internal service quality dimensions suitable for this industry were derived from the literature and interviews with service managers. Responses to a SERVQUAL type questionnaire and follow up interviews found that dimensions of internal service quality are dependant on the nature of the internal service relationship.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 14 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.