haku: @indexterm INTERNAL MARKETING / yhteensä: 72
viite: 11 / 72
| Tekijä: | Bruhn, M. |
| Otsikko: | Internal service barometers : conceptualization and empirical results of a pilot study in Switzerland |
| Lehti: | European Journal of Marketing
2003 : VOL 37:9, p. 1187-1204 |
| Asiasana: | CUSTOMERS INTERNAL MARKETING SERVICE QUALITY SWITZERLAND |
| Kieli: | eng |
| Tiivistelmä: | This article examines services which are produced in an organization. The aim to this examination is to create a model which can survey internal customer satisfaction and perceptions of internal quality. The authors present results of an empirical study, because they wanted to evaluate the relationships between external customer satisfaction and economic success. An internal service barometer which presents the relationship between internal customer satisfaction and internal service quality is also introduced. |
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