Internal versus external service quality: reflections of employees and customers in the mirror

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...

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Bibliographic Details
Main Authors:	Emir Ganic, Vesna Babic-Hodovic, Maja Arslanagic-Kalajdzic
Format:	Article
Language:	English
Published:	Instituto Superior Politécnico de Viseu 2017-09-01
Series:	Millenium
Subjects:	Internal service quality External service quality, Service-profit chain
Online Access:	http://revistas.rcaap.pt/millenium/article/view/13050

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