Towards the conceptualisation and operationalisation of internal service quality : an examination in UK hospitals
In the service sector literature, both marketers and organisational behaviourists emphasise the importance of the internal dynamics of the organisation in terms of a network of customers and suppliers interacting together to satisfy customers. Although the relevance of internal customers within the...
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University of Manchester
1995
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| Online Access: | http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.631229 |