Internal Service Quality

Abstract

Abstract Employers of food service workers face a serious dilemma in retaining employees. This research on restaurant food service workers draws on previous research completed in three disciplines (marketing, organizational behavior, and social psychology) and supports the view that concerted efforts at internal service quality result in internal customer satisfaction, thereby causing people to stay longer in the food service industry and be more likely to recommend their job to others. Implications are drawn that may help to lessen employee turnover in the service industries. Key Words: Internal service qualityemployee turnoveremployee retention