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INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation

https://doi.org/10.1108/08876040010340991
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1002/hrm.3930300304openalex-snapshot
Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model
inferredcites →https://doi.org/10.1007/978-3-319-17055-8_111openalex-snapshot
The Structure of Customer Complaint Behavior in the Airline Industry
inferredcites →https://doi.org/10.1016/0024-6301(87)90151-8openalex-snapshot
The new marketing—Developing long-term interactive relationships
inferredcites →https://doi.org/10.1016/0024-6301(91)90083-zopenalex-snapshot
Internal marketing—The missing half of the marketing programme
inferredcites →https://doi.org/10.1016/0090-2616(80)90040-6openalex-snapshot
The service organization: Climate is crucial
inferredcites →https://doi.org/10.1016/0263-2373(93)90059-qopenalex-snapshot
Competitive strategies in the world airline industry
inferredcites →https://doi.org/10.1016/0969-5931(95)90007-1openalex-snapshot
Relationship marketing: Bringing quality, customer service and marketing together
inferredcites →https://doi.org/10.1080/15332969.1995.9985200openalex-snapshot
Preface and Introduction
inferredcites →https://doi.org/10.1108/08876049110035468openalex-snapshot
Using Organizational Culture to Design Internal Marketing Strategies
inferredcites →https://doi.org/10.1108/08876049510094513openalex-snapshot
The managerial implications of the learning organization: a new tool for internal marketing
inferredcites →https://doi.org/10.1108/09564239510078849openalex-snapshot
Internal marketing: a review and some interdisciplinary research challenges
inferredcites →https://doi.org/10.1108/eum0000000000541openalex-snapshot
Defining Marketing: A Market‐Oriented Approach
inferredcites →https://doi.org/10.1108/eum0000000004784openalex-snapshot
A Service Quality Model and its Marketing Implications
inferredcites →https://doi.org/10.1108/eum0000000004985openalex-snapshot
A Service‐Orientated Approach to Marketing of Services
inferredcites →https://doi.org/10.2307/1251263openalex-snapshot
Communication and Control Processes in the Delivery of Service Quality
inferredcites →https://doi.org/10.2307/1251416openalex-snapshot
A Gap Analysis of Professional Service Quality
inferredcites →https://doi.org/10.2307/1251430openalex-snapshot
A Conceptual Model of Service Quality and Its Implications for Future Research
inferredcites →https://doi.org/10.2307/1252174openalex-snapshot
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
inferredcites →https://doi.org/10.5281/zenodo.14579729openalex-snapshot
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
inferredcites →https://doi.org/10.5465/ame.1994.9503101072openalex-snapshot
Improving service quality in America: Lessons learned
inferredcites →https://doi.org/10.5860/choice.28-0390openalex-snapshot
Delivering quality service: balancing customer perceptions and expectations

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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A Semantic Study for the Determinants of the Expatriate Employees’ Qualifications Affecting the Perceived Service Quality
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A Critical Analysis on Service Quality and Customer Retention
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A Critical Analysis on Service Quality and Customer Retention
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Service Productivities’ Next Top-Models
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Applying Service Quality Theoretical Framework for Quality Service Delivery in Academic Libraries from an African Library Perspective
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Influence of Hospital’s Internal Service Quality to Staff Loyalty-in the Case of West China Hospital’s Outpatient and Emergency Department
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Service Value als Werttreiber
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Interner Service Value – Begriff, Konzeptualisierung und Relevanz für das interne Dienstleistungsmarketing
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Qualitätsmanagement im Dienstleistungsbereich
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Qualitätsmanagement im Dienstleistungsbereich
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Benutzererfahrung als Wegweiser in der Geschäftstransformation
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Effektivitätskontrollen im Qualitätsmanagement
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Modelle der Dienstleistungsqualität
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Effektivitätskontrollen im Qualitätsmanagement
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Modelle der Dienstleistungsqualität
inferred← citeshttps://doi.org/10.1007/978-3-662-62120-2_14openalex-snapshot
Effektivitätskontrollen im Qualitätsmanagement
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Modelle der Dienstleistungsqualität
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Effectiveness Controls in Quality Management
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Models of Service Quality
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Qualitätsmanagement im Dienstleistungsmarketing
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Qualitätsorientierte Steuerung von Shared-IT-Service-Organisationen
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Operationalization and Measurement of Service Quality in Manufacturing Supply Chains: A Conceptual Framework
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E-Service Quality: A Literature Review and Research Trends
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Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen
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A critical review of service excellence models: towards developing an integrated framework
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Moderating effects of the fit between service tangibilization and organizational performance
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Translating satisfaction determination from health care to the automotive industry
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Design Principles for High-Performance Blended Learning Services Delivery
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Elucidating how service quality constructs influence resident satisfaction with condominium management
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Supply management practices and performance in the Canadian hospitality industry
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Managing service quality in high customer contact B2B services across domestic and international markets
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Sustainability starts from within: A critical analysis of internal marketing in supporting sustainable value co-creation in B2B organisations
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Consumer attributions and behavioral responses to service failures in strategic airline alliance settings
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How internal marketing drive customer satisfaction in matured and maturing European markets?
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Towards a new model to understand quality in collaborative consumption services
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The impact of perceived crowding on customer satisfaction
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Brand awareness, image, physical quality and employee behavior as building blocks of customer-based brand equity: Consequences in the hotel context
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Hidden in plain sight: service quality gaps in retail self-service systems
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Satisficing data envelopment analysis: An application to SERVQUAL efficiency
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A gap model of purchasing's internal service quality: Concept, case study and internal survey
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An assessment of knowledge gap in service quality for air freight carriers
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Internal market orientation
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A model of the antecedents of should and will service expectations
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Transfer Pricing for Internal Services and Products: the Link Between Accounting and Marketing
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A knowledge gap model for improving service quality of international distribution centers
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Port-Service Quality Dimensions and Passenger Profiles: An Exploratory Examination and Analysis
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Marketing-based tangibilisation for services
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Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: an empirical study
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Who pays the ferryman? An analysis of the ferry passenger's selection dilemma
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Testing the SERVQUAL scale in the passenger port industry: a confirmatory study
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Understanding service quality
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Toward a greater understanding of the market orientation and internal market orientation relationship
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Customer Perceptions of Service Quality at Small Medium Micro Enterprises (SMME): The Case of Crossley Holdings, Durban South Africa
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Evaluating Service Quality and Service Value in Manufacturer-Distributor Settings: A Systems Approach
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An Integrated Framework for Service Quality: SQBOK Perspective
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Evaluation of the quality of health and safety services with SERVPERF and multi-attribute decision-making methods
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Does Service Tangibilization Work in the Hotel Industry? An Experimental Investigation
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Applying the Kano model and QFD to explore customers' brand contacts in the hotel business: A study of a hot spring hotel
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Mediating role of job stress between work-family conflict, work-leisure conflict, and employees' perception of service quality in the hotel industry in France
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Development of comprehensive service quality assessment framework for sidewalks considering desired and actual conditions
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Customer contact employees' commitment to extra-role customer service: the effect of internal service quality perception
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Employees, customers and internal marketing strategies in LIS
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Measuring internal service quality: comparing the gap‐based and perceptions‐only approaches
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Internal marketing: service quality in leisure services
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Raising services’ tangibility in foreign markets via marketing
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An exploratory study on the use of banking technology in the UK
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Service quality models: a review
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Suppliers, do you know your customers?
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Comparative evaluation of critical factors in delivering service quality of banks
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Service quality orientation: an approach to diffusing mindfulness in SMEs
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Erratum
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Employee care, a vital antecedent to customer care in the health care industry
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The interactive interface of service quality
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A conceptual model for quality of service in the supply chain
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The direction of change in multi‐item measures of service quality
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From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries
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A generic conceptual framework of interactive service quality
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Interactive service quality in service encounters: empirical illustration and models
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Internal market orientation in Indian banking: an empirical analysis
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Health care service quality: a journey so far
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Competitive service quality benchmarking in airline industry using AHP
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A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector
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Building customer relationships: an inventory of service providers’ objectives and practices
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Re‐examining and empirically validating the End User Computing Satisfaction models for satisfaction measurement in the internet banking context
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Airline passengers’ perceptions of service quality: themes in online reviews
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Achieving service quality and students loyalty through intimacy and trust of employees of universities
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Patient satisfaction constructs
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The mediating role of job satisfaction and affective commitment in the relationship between internal marketing practices and customer orientation
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Deriving managerial implications through SERVQUAL gap elasticity in UAE banking
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Wine attractions at hotels: study of online reviews
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Understanding service quality: insights from the literature
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Impact of service quality on satisfaction and loyalty at manufacturer-distributor dyad
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Internal service quality as a driver of employee satisfaction, commitment and performance
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How do consumers choose offline shops on online platforms? An investigation of interactive consumer decision processing in diagnosis-and-cure markets
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Exploring service climate and employee performance in multicultural service settings
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Increasing customer loyalty and customer intimacy by improving the behavior of employees
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Service quality gap models: trends and industry adaptations
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Perceived customer value and willingness to pay: strategies for improving and sustaining water service quality
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Service perception-oriented evaluation of the manufacturing resource' service capability
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The Relationship of HR Internal Service Quality on Employees' Satisfaction in the Banking Sector of Bharain
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The Impact of School Service Quality on Student Learning Satisfaction: A Comparative Study of Public and Private High Schools in China
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Customer Satisfaction Measurement - Clustering Approach
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Avaliação da qualidade dos serviços públicos operacionais de bombeiros: um estudo no 9º Grupamento de Bombeiros de Ribeirão Preto/SP
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Considerações sobre o projeto e gestão do sistema de serviço: uma proposta de modelo orientado para a entrega de valor ao cliente
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Sustainable Internal Marketing and Internal Customer Motivation Model: An African Small- and Medium-sized Enterprise Perspective
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Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan
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Internal Service Quality: Insights from Healthcare Sector
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Internal Marketing Practices in Health Care and Their Influence on Nurse Motivation
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KLIENT WEWNĘTRZNY. IDEA CZY RZECZYWISTOŚĆ ORGANIZACYJNA W OPINII MENEDŻERÓW?
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Consumer Perceptions and Behavior
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A Conceptualization of the Employee Branding Process
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The Brand Inside: The Factors of Failure and Success in Internal Branding - Special Issue on Irish Perspectives on Marketing Relationships and Networks
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A Review of Service and E-Service Quality Measurements: Previous Literature and Extension
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Pengaruh Internal Service Quality (INTQUAL) terhadap Kepuasan Karyawan di RS Islam Ahmad Yani Surabaya
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Service quality management -preliminary results of survey for customers
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Determination of internal service quality in a sport organization: the case of "Kaunas Žalgiris" football club
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Service quality modelling for life insurance business using neural networks
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Prioritisation of departments based on service quality dimensions in Isfahan Steel Company: a multiple criteria decision making approach
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Developing a scale for service quality measurement in banks
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Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach
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Internal Marketing (IM): a literature review and research propositions for service excellence
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TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
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The Effect of Internal Service Quality on Employee Performance and the Mediation Role of Digital Transformation in This Effect
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Perception of Service Quality in Restaurant Industry in Kazakhstan. Case Study of Almaty Restaurant
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CLUBES DE VANTAGENS: UM LEVANTAMENTO DOS ATRIBUTOS RELEVANTES SEGUNDO A PERCEPÇÃO DE DECISORES DE MARKETING E CONSUMIDORES FINAIS E SUA RELAÇÃO COM A SATISFAÇÃO DOS SERVIÇOS PRESTADOS
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Service Quality Measurement of the Student Counseling Center Using SERVQUAL Model
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Toplam Kalite Yönetimi Perspektifinde İçsel Pazarlama Anlayışı
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Hubungan Persepsi Dampak Work Fatigue dengan Persepsi Kualitas Pelayanan Internal Awak Kabin Maskapai Berbiaya Rendah di Indonesia
inferred← citeshttps://doi.org/10.20971/kcpmd.2009.52.4.169openalex-snapshot
The Effect of Internal Service Quality for Rehabilitation Counselor on Job Satisfaction
inferred← citeshttps://doi.org/10.20990/kilisiibfakademik.963227openalex-snapshot
İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü
inferred← citeshttps://doi.org/10.21076/vizyoner.1392260openalex-snapshot
İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisi ve Aracı Değişkenlerin Rolü
inferred← citeshttps://doi.org/10.21203/rs.3.rs-3107356/v1openalex-snapshot
The Impact of School Service Quality on Student Learning Satisfaction: A Comparative Study of Public and Private High Schools in China
inferred← citeshttps://doi.org/10.21608/aja.2022.151722.1292openalex-snapshot
" رضا العملاء عن جودة خدمة البيع بالتجزئة خلال جائحة كورونا covid-19 في المملكة العربية السعودية)"
inferred← citeshttps://doi.org/10.21863/ijhts/2024.17.3.004openalex-snapshot
Revival of the Aviation Industry in the Post-COVID Era - With Special Reference to Passengers Satisfaction in Domestic Airlines of India
inferred← citeshttps://doi.org/10.22495/jgrv10i2art1openalex-snapshot
Client relationship management in banking: A case of emerging market
inferred← citeshttps://doi.org/10.22624/aims/bhi/v6n1p12openalex-snapshot
https://www.isteams.net/behavioralinformaticsjournal
inferred← citeshttps://doi.org/10.2478/picbe-2020-0050openalex-snapshot
Efficient institution in the context of environmental policies
inferred← citeshttps://doi.org/10.24874/pes06.02.011openalex-snapshot
ASSESSMENT OF SERVICE QUALITY DELIVERY IN RURAL DISTRICTS OF ZAMBIA
inferred← citeshttps://doi.org/10.25904/1912/117openalex-snapshot
Building Employee Based Brand Equity: Model Conceptualisation and Development
inferred← citeshttps://doi.org/10.26634/jmgt.12.3.13880openalex-snapshot
Working Towards Supplier Service Quality And Eodb: Insights From Indian Smes
inferred← citeshttps://doi.org/10.26634/jmgt.4.4.1158openalex-snapshot
The relationship between Servicescapes and Customer Post Purchase Behaviour
inferred← citeshttps://doi.org/10.2753/pss0885-3134290301openalex-snapshot
Sales Buy-In of Marketing Strategies: Exploration of its Nuances, Antecedents, and Contextual Conditions
inferred← citeshttps://doi.org/10.29023/alanyaakademik.1141826openalex-snapshot
Otantikliğin Tavsiye Etme Niyeti ve Destinasyon Tatmini Üzerindeki Etkisinde Algılanan Destinasyon İmajının Aracılık Rolü
inferred← citeshttps://doi.org/10.29303/jppipa.v9i9.5283openalex-snapshot
Resistance To Antiretroviral Therapy In People With HIV
inferred← citeshttps://doi.org/10.29352/mill0204.02.00154openalex-snapshot
Internal versus external service quality: reflections of employees and customers in the mirror
inferred← citeshttps://doi.org/10.31274/etd-20210114-47openalex-snapshot
The influence of leadership behaviors and hospitality culture on the perception of internal service quality delivered in hotels
inferred← citeshttps://doi.org/10.31489/2022ec3/262-271openalex-snapshot
Цифрландыру жағдайында медициналық қызметтердің сапасын бағалаудың әдіснамалық тәсілдері
inferred← citeshttps://doi.org/10.32709/akusosbil.417733openalex-snapshot
Müzelerdeki Hizmet Kalitesinin Memnuniyet Algısı ve Tavsiye Etme Niyeti Üzerindeki Etkisi: Anadolu Medeniyetleri Müzesi Örneği
inferred← citeshttps://doi.org/10.3390/ijerph19159026openalex-snapshot
Consumer or Patient Determinants of Hospital Brand Equity—A Systematic Literature Review
inferred← citeshttps://doi.org/10.3390/su11051503openalex-snapshot
Evaluation of Transshipment Container Terminals’ Service Quality in Vietnam: From the Shipping Companies’ Perspective
inferred← citeshttps://doi.org/10.3390/su12124810openalex-snapshot
Hotel Brand Loyalty—A Systematic Literature Review
inferred← citeshttps://doi.org/10.3390/su151411157openalex-snapshot
Evaluating Gastronomic Destination Competitiveness through Upscale Gastronomy
inferred← citeshttps://doi.org/10.3390/su16219427openalex-snapshot
Importance–Performance Analysis of the Sustainability of South Penghu Marine National Park, Taiwan
inferred← citeshttps://doi.org/10.34218/jom.6.3.2019.010openalex-snapshot
CUSTOMER PREFERENCES FOR DIFFERENT SERVICE QUALITY DIMENSIONS IN SELECTED E-COMMERCE WEBSITES IN INDIA
inferred← citeshttps://doi.org/10.34917/2462728openalex-snapshot
Controlling Labor Costs in Restaurant Management: A Review of the Internal-Marketing Concept as a Method for Enhancing Operating Efficiency
inferred← citeshttps://doi.org/10.35683/jcm19005.47openalex-snapshot
Internal service quality and employees’ perceptions of rail commuter service quality in Johannesburg
inferred← citeshttps://doi.org/10.35940/ijitee.k1065.09811s19openalex-snapshot
Factors of Service Quality and Service-Recovery Quality of Online Retailers
inferred← citeshttps://doi.org/10.37922/pijmit.2013.v02i02.008openalex-snapshot
Measurement Of Customer Satisfaction On Demographic Variables Of Banking Sector In National Capital Region - An Empirical Analysis
inferred← citeshttps://doi.org/10.3846/1611-1699.2009.10.241-254openalex-snapshot
TOWARD UNDERSTANDING CONFLICTS BETWEEN CUSTOMERS AND EMPLOYEES’ PERCEPTIONS AND EXPECTATIONS: EVIDENCE OF IRANIAN BANK
inferred← citeshttps://doi.org/10.3846/bm.2018.46openalex-snapshot
Methods of service quality assessment – preliminary results of survey for enterprises
inferred← citeshttps://doi.org/10.3846/btp.2019.15openalex-snapshot
Internal service quality and external service quality using two versions of SERVQUAL scale: An empirical evidence from five malls in the capital city of Saudi Arabia
inferred← citeshttps://doi.org/10.3917/cca.163.0101openalex-snapshot
La satisfaction des managers vis-à-vis du contrôle de gestion et leur performance managériale
inferred← citeshttps://doi.org/10.3926/ic.428openalex-snapshot
Service quality in peacekeeping mission as a determinant of customer’s perceived value: Empirical evidence
inferred← citeshttps://doi.org/10.4018/978-1-4666-0146-8.ch025openalex-snapshot
Service Quality
inferred← citeshttps://doi.org/10.4018/978-1-4666-2008-7.ch011openalex-snapshot
Service Innovation along the Chain of Service Process in Airline Business
inferred← citeshttps://doi.org/10.4018/978-1-4666-2773-4.ch008openalex-snapshot
The Development of Synergy Model on Internal and External Suppliers for Asian Airlines Industry
inferred← citeshttps://doi.org/10.4018/978-1-4666-4671-1.ch016openalex-snapshot
Integrating Psychological Contract and Service-Related Outcomes in Emerging Economies
inferred← citeshttps://doi.org/10.4018/978-1-4666-4671-1.chcrfopenalex-snapshot
Compilation of References
inferred← citeshttps://doi.org/10.4018/978-1-7998-5175-2.ch010openalex-snapshot
Various Models to Evaluate Quality in the Service Industry
inferred← citeshttps://doi.org/10.4018/978-1-7998-8049-3.ch014openalex-snapshot
The Effect of e-Finance Service Quality on Bank Customers' Fintech e-Loyalty
inferred← citeshttps://doi.org/10.4018/978-1-7998-9553-4.ch005openalex-snapshot
Using Social Media to Manage Customer Expectations and Quality Perceptions in the Hospitality Industry
inferred← citeshttps://doi.org/10.4018/979-8-3373-0710-7.ch022openalex-snapshot
ICT Applications and Customer Satisfaction in the Life Insurance Industry
inferred← citeshttps://doi.org/10.4018/ijal.2011010102openalex-snapshot
The Development of Synergy Model on Internal and External Suppliers for Asian Airlines Industry
inferred← citeshttps://doi.org/10.4018/ijebr.2020040105openalex-snapshot
The Effect of e-Finance Service Quality on Bank Customers' Fintech e-Loyalty
inferred← citeshttps://doi.org/10.4018/ijom.2017040101openalex-snapshot
Customer Orientation Implementation Constructs in the Banking Sector
inferred← citeshttps://doi.org/10.4018/ijvple.313588openalex-snapshot
An Exploratory Case Study on the Effects of E-Service Quality on Student Satisfaction and Retention
inferred← citeshttps://doi.org/10.4018/jal.2011010102openalex-snapshot
The Development of Synergy Model on Internal and External Suppliers for Asian Airlines Industry
inferred← citeshttps://doi.org/10.4102/ac.v8i1.67openalex-snapshot
A generic taxonomy of shopping motives among hypermarkets (hyper-stores) customers and the relationship with demographic variables
inferred← citeshttps://doi.org/10.46632/tfe/2/1/12openalex-snapshot
An Analytical Study of Service Quality in Banks Special Reference to ICICI And HDFC
inferred← citeshttps://doi.org/10.46691/es.v1i28.86openalex-snapshot
O impacto do marketing interno na compatibilidade de objetivos interdepartamentais e na satisfação do cliente numa agência de publicidade
inferred← citeshttps://doi.org/10.46691/es.v1i28372openalex-snapshot
O IMPACTO DO MARKETING INTERNO NA COMPATIBILIDADE DE OBJETIVOS INTERDEPARTAMENTAIS E NA SATISFAÇÃO DO CLIENTE NUMA AGÊNCIA DE PUBLICIDADE
inferred← citeshttps://doi.org/10.47191/ijmra/v6-i2-40openalex-snapshot
Effects of Global Leadership Style on Employee Work Engagement among Sector of Tourist Attractions: Followership Styles as Mediator and Perceived Organizational Support as Moderator
inferred← citeshttps://doi.org/10.47992/ijaeml.2581.7000.0151openalex-snapshot
The Applied Strategic Model of Organic Profit for Brick-and-Mortar Retailing in India (SOPR-b)
inferred← citeshttps://doi.org/10.51415/10321/2607openalex-snapshot
Investigating internal service quality at Durban University of Technology Writing Centres
inferred← citeshttps://doi.org/10.51415/10321/420openalex-snapshot
An evaluation of customer service quality at a selected resin company
inferred← citeshttps://doi.org/10.5267/j.msl.2018.3.005openalex-snapshot
Developing a scale to measure employee service quality in Indian SMEs
inferred← citeshttps://doi.org/10.5295/cdg.19125asopenalex-snapshot
Quality management in services: an overview from the management field
inferred← citeshttps://doi.org/10.5296/bms.v1i1.395openalex-snapshot
Developing the Models of Service Quality Gaps: A Critical Discussion
inferred← citeshttps://doi.org/10.5539/ass.v8n13p201openalex-snapshot
A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective
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