Till freedom cried out: memories of Texas slave life
In: The Clayton Wheat Williams Texas life series no. 6
5 Ergebnisse
Sortierung:
In: The Clayton Wheat Williams Texas life series no. 6
In: The journal of business & industrial marketing, Band 13, Heft 4/5, S. 381-392
ISSN: 2052-1189
An often overlooked aspect of service delivery in business‐to‐business settings is the issue of service quality among internal organizational units. Yet, in practice many organizational departments are service providers primarily to customers within the organization. For example, management information systems, human resources, and purchasing departments all share an important function supporting other employees as they perform their jobs. Managers of those internal service functions are becoming more concerned with delivering high levels of service quality to their internal customers. This article explores the dimensionality of customer service quality as perceived by a set of internal customers of an organizational buying unit, and examines the potential for segmentation of internal customers. Managerial implications and recommendations are presented to aid organizations desiring to improve internal service quality.
In: Journal of marketing theory and practice: JMTP, Band 4, Heft 3, S. 36-51
ISSN: 1944-7175
In: Journal of poverty: innovations on social, political & economic inequalities, Band 22, Heft 1, S. 23-41
ISSN: 1540-7608
In: Journal of service research, Band 12, Heft 2, S. 138-155
ISSN: 1552-7379
When consumers have to wait, the service delivery process is frequently compromised. The literature suggests that reducing waiting time is beneficial, but for service firms faced with scarce resources this is not always an option. As an alternative strategy, this study identifies and tests the mitigating effects of three factors that moderate the waiting time—anger and waiting time—regret relationships. Results show that in four service industries, affective commitment, perceived justice, and physical environment quality affect negative evaluations of a service experience and attenuate the effects of waiting time on both anger and regret. The authors discuss implications for researchers and service marketers in light of the results.