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dc.contributor.authorSharma, Piyush
dc.contributor.authorKong, TTC
dc.contributor.editorZhao, X.
dc.contributor.editorZhang, J.
dc.contributor.editorHan, H.
dc.date.accessioned2019-03-24T03:30:35Z
dc.date.available2019-03-24T03:30:35Z
dc.date.issued2015
dc.identifier.citationKong, 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.
dc.identifier.urihttp://hdl.handle.net/20.500.11937/75112
dc.description.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.

dc.titleExploring the Role of Internal Service Quality in a Manufacturing Context
dc.typeConference Paper
dcterms.source.startPage557
dcterms.source.endPage559
dcterms.source.isbn978-0-692-46156-3
dcterms.source.conference14th International Research Symposium on Service Excellence in Management
dcterms.source.conference-start-date18 Jun 2015
dcterms.source.conferencelocationShanghai, China
dcterms.source.placeShanghai, China
dc.date.updated2019-03-24T03:30:34Z
curtin.departmentSchool of Marketing
curtin.accessStatusOpen access
curtin.facultyFaculty of Business and Law
curtin.contributor.orcidSharma, Piyush [0000-0002-6953-3652]
curtin.contributor.researcheridSharma, Piyush [D-3562-2012]
dcterms.source.conference-end-date21 Jun 2015
curtin.contributor.scopusauthoridSharma, Piyush [26434453900]


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