내부서비스품질과 관련 변수들과의 관계에 관한 연구

초록

Internal marketing has been suggested as the approach for service organizations to be service-and customer-oriented; and the issues of internal service quality has been one of topics widely discussed in the internal marketing literature. The purpose of the current study is to examine the antecedents and consequences of internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. In consistent with the previous studies in service marketing literatures, the current study identifies several constructs as the antecedents and consequences of internal service quality: management commitment to service quality, employee satisfaction, self-efficacy, and adaptability. The empirical study testing the causal relationships among the constructs verifies the proposed relationships among the constructs suggested in the current study.

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