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Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen

Author

Listed:
  • Karsten Hadwich

    (Inhaber des Lehrstuhls für Dienstleistungsmanagement an der Universität Hohenheim)

  • Corina Keller

    (Wissenschaftliche Mitarbeiterin am Lehrstuhl für Dienstleistungsmanagement an der Universität Hohenheim)

Abstract

Zusammenfassung Die Bedeutung interner Serviceleistungen wächst in Wissenschaft und Praxis stetig. Die Grundidee interner Serviceleistungen ist, dass Mitarbeiter einer Organisation sowohl interne Kunden als auch interne Lieferanten sind, die Bedürfnisse interner Kunden befriedigen. Dabei stellt die interne Servicequalität, das heißt die Ausrichtung interner Leistungen an den Anforderungen interner Kunden, die Voraussetzung für die Erfüllung externer Kundenbedürfnisse dar. Trotz der hohen Relevanz der internen Servicequalität zeigen sich nach wie vor deutliche Lücken in der Identifikation möglicher Einflussgrößen und Auswirkungen des Konstrukts. Die vorliegende Arbeit nimmt sich dieser Problematik an. Basierend auf einer umfassenden Literaturanalyse wird im Rahmen eines kausalanalytischen Modells der Einfluss von organisationalen Gestaltungsfaktoren sowie Eigenschaften und Verhaltensweisen interner Lieferanten auf die interne Servicequalität empirisch untersucht. Die interne Kundenzufriedenheit wird als zentrale Auswirkung der internen Servicequalität betrachtet. Auf Basis dieser Erkenntnisse werden abschließend Implikationen für die Wissenschaft und Praxis abgeleitet.

Suggested Citation

  • Karsten Hadwich & Corina Keller, 2015. "Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen," Schmalenbach Journal of Business Research, Springer, vol. 67(2), pages 170-205, May.
    • Handle: RePEc:spr:sjobre:v:67:y:2015:i:2:d:10.1007_bf03372921
    DOI: 10.1007/BF03372921
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    References listed on IDEAS

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    More about this item

    Keywords

    M 12; M53; M54;
    All these keywords.

    JEL classification:

    • M53 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Personnel Economics - - - Training
    • M54 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Personnel Economics - - - Labor Management

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