Internal versus external service quality: reflections of employees and customers in the mirror
Introduction: The purpose of this study to investigate internal service quality (as perceived by employees) and external (customer) perceptions of quality in the context of service profit chain (SPC). Objective: The objective of the study is to evaluate the impact of internal service quality on stu...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Instituto Superior Politécnico de Viseu
2017-09-01
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| Series: | Millenium |
| Subjects: | |
| Online Access: | http://revistas.rcaap.pt/millenium/article/view/13050 |