An empirical assessment of internal customer service

Citation

(2001), "An empirical assessment of internal customer service", Measuring Business Excellence, Vol. 5 No. 4. https://doi.org/10.1108/mbe.2001.26705daf.003

An empirical assessment of internal customer service

An empirical assessment of internal customer service

S. Farner, F. Luthans and S.M. Sommer,Managing Service Quality,(UK),Vol. 11 No. 5, 2001

Conducts empirical research into the role internal customer service plays in delivering top quality service to external customers. Reviews extant literature regarding the conceptualization of process management and continuous improvement, as these principles provide the foundations upon which the concept of internal customer service is built. Considers the arguments for and against the proposition that internal customer service is a valid means of improving quality service to external customers. Seeks to reconcile these opposing viewpoints by conducting an empirical assessment of the relationship between internal and external customer service in a large wholesale distribution firm based in the USA. Describes the study methodology and discusses the findings; establishes that, while sales associates that perceived higher levels of internal service responsiveness were associated with external customers who felt they were receiving better service, these same sales associates perceived that higher levels of reliability were related to lower levels of perceived quality service on the part of internal customers. Concludes that, while internal customer service may be important, the relationship is more complex than first envisaged.

Quality focus says: A highly original article with strong research implications.