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The Antecedent and Consequences of Internal Service Quality  

Kang, Gi-Du (School of Business Administration, Soongsil University)
Publication Information
Journal of Korean Society for Quality Management / v.33, no.3, 2005 , pp. 1-18 More about this Journal
Abstract
Internal marketing has been suggested as the approach for service organizations to be service-and customer-oriented; and the issues of internal service quality has been one of topics widely discussed in the internal marketing literature. The purpose of the current study is to examine the antecedents and consequences of internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. In consistent with the previous studies in service marketing literatures, the current study identifies several constructs as the antecedents and consequences of internal service quality: management commitment to service quality, employee satisfaction, self-efficacy, and adaptability. The empirical study testing the causal relationships' among the constructs verifies the proposed relationships among the constructs suggested in the current study.
Keywords
Internal Marketing; Internal Service Quality; Employee Satisfaction; Self-Efficacy; Adaptability;
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