Publication | Closed Access
The relationship between internal and external service quality
241
Citations
89
References
2009
Year
Total Quality ManagementCustomer SatisfactionExternal Service QualityInternal Service QualityService QualityService ResearchService StudyPsm PerformanceManagementBusinessDirect EffectQuality Management SystemsMarketing
Purpose – The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality.
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