Curtin University Homepage
  • Library
  • Help
    • Admin

    espace - Curtin’s institutional repository

    JavaScript is disabled for your browser. Some features of this site may not work without it.
    View Item 
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item

    Exploring the Role of Internal Service Quality in a Manufacturing Context

    75360.pdf (94.39Kb)
    Access Status
    Open access
    Authors
    Sharma, Piyush
    Kong, TTC
    Date
    2015
    Type
    Conference Paper
    
    Metadata
    Show full item record
    Citation
    Kong, T. and Sharma, P. and Yip, L. (2015). Exploring the Role of Internal Service Quality in a Manufacturing Context, in Proceedings of the 14th International Research Symposium on Service Excellence in Management, Jun 18-21 2015 pp. 557-559. Shanghai, China: QUIS.
    Source Conference
    14th International Research Symposium on Service Excellence in Management
    ISBN
    978-0-692-46156-3
    Faculty
    Faculty of Business and Law
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/75112
    Collection
    • Curtin Research Publications
    Abstract

    In this paper, we identify several important constructs (e.g., employee satisfaction, commitment, subjective health and performance) that may influence internal service quality (ISQ) in the manufacturing context and develop a conceptual framework and hypotheses linking these constructs with each other. We then use a survey with 250 employees in an Electronics Manufacturing Services (EMS) company in Guangdong, China, to test all our hypotheses. Our findings provide evidence about the relevance of internal service quality in the manufacturing context and highlight its importance in improving employee satisfaction, commitment and performance. Finally, we discuss some limitations of our study and directions for future research in this area of growing importance.

    Related items

    Showing items related by title, author, creator and subject.

    • Service distribution and service discovery through a public web services platform
      Wu, Chen (2008)
      Service-Oriented Architecture (SOA) represents an emerging architectural approach that is able to tackle challenges in the contemporary service-based economy, in which the global market revenues are shifting from the ...
    • A Strategic Supply Chain Approach: Consortium Marketing in the Italian Leatherwear Industry
      Guercini, S.; Woodside, Arch (2012)
      Purpose – The purpose of this paper is to describe inter-firm marketing cooperation as a strategy by small and medium enterprise (SME) players in local systems of fashion firms. Design/methodology/approach – This case ...
    • Service supply chain: strategic interaction and relationship value
      Song, H.; Yu, K.; Chatterjee, Samir Ranjan; Jia, J. (2016)
      Purpose: The purpose of this paper is to empirically investigate the linkages between strategic interaction and relationship value, with a variety of co-creating value strategies as conceptual mediators. Design/methodol ...
    Advanced search

    Browse

    Communities & CollectionsIssue DateAuthorTitleSubjectDocument TypeThis CollectionIssue DateAuthorTitleSubjectDocument Type

    My Account

    Admin

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    Follow Curtin

    • 
    • 
    • 
    • 
    • 

    CRICOS Provider Code: 00301JABN: 99 143 842 569TEQSA: PRV12158

    Copyright | Disclaimer | Privacy statement | Accessibility

    Curtin would like to pay respect to the Aboriginal and Torres Strait Islander members of our community by acknowledging the traditional owners of the land on which the Perth campus is located, the Whadjuk people of the Nyungar Nation; and on our Kalgoorlie campus, the Wongutha people of the North-Eastern Goldfields.