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Service Quality and Internal Customer Satisfaction Amidst the Pandemic
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Customer satisfaction and the internal market
Marketing Intelligence Planning, 1995Many management theorists and consultants urge companies to focus on their customers′ needs and satisfaction – this is common to strategic management, the marketing concept, the pursuit of “excellence”, market‐orientation, total quality management, relationship marketing strategies, and service quality theorists.
Nigel F Piercy
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Internal customer satisfaction
Managing Service Quality, 1991Asserts that internal customer satisfaction, which is critical to successful services marketing, has three aspects: involvement, enablement, and pure internal customer satisfaction. Defines each factor, describes its importance, and then illustrates with measurement examples. Makes suggestions towards measuring internal customer satisfaction.
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Measuring internal customer satisfaction
Managing Service Quality, 2000Identifies two empirically derived measures of internal customer support used to assess team effectiveness from the perspective of the team’s internal customers. The measures, personal service and technical competence, are based on analysis of the responses of 465 individuals representing 150 internal customer teams.
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Customer Satisfaction and Internal Control
SSRN Electronic Journal, 2023ABSTRACT We investigate whether firms’ ineffective internal control over financial reporting is associated with customer satisfaction, measured by product ratings on Amazon.com. Internal control weaknesses will likely corrupt the information environment, compromise coordination, and divert corporate resources to address the control ...
Ting Chen +3 more
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The effects of aesthetics on internal customer satisfaction/motivation
2021Σκοπός αυτής της διπλωματικής εργασίας είναι να διερευνήσει τον αντίκτυπο της αισθητικής του φυσικού εργασιακού περιβάλλοντος στην ικανοποίηση / κίνητρο των εσωτερικών πελατών με τη δουλειά τους και εάν υπάρχει σχέση μεταξύ τους. Αυτό εξετάστηκε χρησιμοποιώντας τον όρο της απόδοσης της εργασίας.
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Economic influences on customer satisfaction: an international comparison
International Journal of Business Environment, 2009The marketing literature has extensively analysed firm-level influences on customer satisfaction. Since macro-level customer satisfaction data have not become available until recently, researchers have just taken first steps towards analysing economic influences on customer satisfaction.
Bjorn Frank, Takao Enkawa
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2015
By focusing on online international shopping, this study investigates customer satisfaction measured by applying the mainstream research model and satisfaction metrics. Net promoter score, continuous purchase intention, product satisfaction, and the pros and cons of each of the metrics are discussed.
Yanyang Liuqu, Xinheng Fan, Paul L. Fu
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By focusing on online international shopping, this study investigates customer satisfaction measured by applying the mainstream research model and satisfaction metrics. Net promoter score, continuous purchase intention, product satisfaction, and the pros and cons of each of the metrics are discussed.
Yanyang Liuqu, Xinheng Fan, Paul L. Fu
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Evaluation of Internal Customer Satisfaction
SSRN Electronic Journal, 2007The relationships among the functional units along a value chain vary from one business organization to another. These relationships are generally well defined in the organizational chart. We can define the performance of one functional group for other group along the same value chain as 'outputs' of the former.
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Customer satisfaction assessment for “internal” suppliers
Managing Service Quality: An International Journal, 1996Customer satisfaction assessment is now widely recognized as a vital input to any strategy for customer focused business performance improvement. The need to improve responsiveness and reduce overheads is focusing management attention on the major internal business functions such as IT. Argues that these functions, threatened with major cost reductions
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