Managing internal service quality in hotels: Determinants and implications

2021 ◽  
Vol 86 ◽  
pp. 104329
Author(s):  
Xiaoyi Wu ◽  
Jie Wang ◽  
Qian Ling
Keyword(s):  
Service Quality ◽  
Internal Service Quality

scholarly journals Effects of Internal Service Quality on Work Engagement: A Case Study of Hotel Soaltee Crowne Plaza

2020 ◽  
Vol 5 (2) ◽  
pp. 63-76
Author(s):  
Eveeta Shakya ◽  
Puja Tamang
Keyword(s):  
Service Quality ◽  
Work Engagement ◽  
Significant Relationship ◽  
Research Work ◽  
Independent Variables ◽  
Study Results ◽  
Internal Service Quality ◽  
Relationship Of ◽  
The Impact ◽  
Employee Work Engagement

This study examined the Service Quality (SERVQUAL) model with the Internal Service Quality (ISQ) dimensions such as tangibles, reliability, responsiveness, assurance and empathy that impact on employee work engagement. This research work was conducted in Hotel Soaltee Crowne Plaza (SCP), one of the 5-star deluxe hotels of Nepal. The study has adopted an inferential research design to meet the study objectives regarding the impact of independent variables on work engagement of SCP Hotel. A structured questionnaire was distributed to 126 sample respondents out of a total of 503 employees of SCP hotel. The study reveals a significant relationship of work engagement with empathy and not with rest of the independent variables. Based on the findings it is recommended that employees should be taken good care of, and employers should be well aware of the employees’ emotional level since empathy has shown a highly significant relationship with work engagement. Study results have scope of future reference whereby implementing SERVQUAL dimensions for employee work engagement and reduction in employee turnover and improved.

The Development of Synergy Model on Internal and External Suppliers for Asian Airlines Industry

2013 ◽  
pp. 110-128
Author(s):  
Yudi Fernando ◽  
Norizan Mat Saad ◽  
Mahmod Sabri Haron ◽  
Suhaiza Zailani
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Airline Industry ◽  
Internal Marketing ◽  
Extensive Literature ◽  
Safety Research ◽  
Internal Service Quality ◽  
Supplier Relations ◽  
Insight Into

This paper examines the airline industry to develop a synergy model in internal and external suppliers for Asian airlines industry. An extensive literature review is conducted to present a synergy model to develop Asian airline competitiveness, safety and service quality. The literature review is highlighted to seek the relationships between internal marketing and internal service quality and identify whether the relation of supplier can moderate them. The review reveals that a synergy model based on internal marketing, internal service quality and supplier relations can overcome the Asian industrial phenomenon, especially in maintaining the service consistency and competitiveness. This model is needed for developing airline service and safety. Research in airline business is critical, as the quality of the airline service is declining in contrast with this industry’s growth. This paper provides insight into two important suppliers needed for the success of the airline industry.

Internal Service Quality: Insights from Healthcare Sector

2019 ◽  
Vol 21 (2) ◽  
pp. 294-312
Author(s):  
Shefali Srivastava ◽  
Gyan Prakash
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Work Environment ◽  
Structural Equation ◽  
High Performance ◽  
Service Providers ◽  
Healthcare Sector ◽  
Internal Customer ◽  
Internal Service Quality

This article aims to identify dimensions of internal service quality (ISQ) which can be operationalized to deliver healthcare services. This article conceptualizes and assesses the relationship among ISQ, internal customer satisfaction and organizational performance. A 41-item questionnaire has been circulated among the Indian healthcare service providers including doctors, nurses and system staff and 237 valid responses had been received. Structural equation modelling (SEM) has been used to assess the interrelationship among constructs. Results show that high performance work environment, professionalism and collaboration, accountability and commitment and knowledge and competence are the specific dimensions that affect the ISQ. Among these dimensions, high performance work environment comes out to be the most important. It is inferred that ISQ influences organizational performance with the mediating role of internal customer satisfaction. The article highlights the autopoietic nature of the system where knowledge dissemination becomes the most relevant prerequisite for delivering quality care.

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