调查内部服务质量、内部服务要素、内部顾客满意度三者的关系外文翻译.docVIP

外文翻译 原文 the relationships between internal service quality and its dimensions, and internal customer satisfaction. Material Source: Total Quality ManagementVol. 21, No. 2, February 2010 Author: Minjoon Jun and Shaohan Cai The concept of “customer-focused quality?has long been contemplated throughout the history of total quality management (TQM) and continues to be a hot topic addressed by much academic and trade literature today (e.g. Anderson et al., 1994; Dean Bowen, 1994; Flynn Saladin, 2001; Sila, 2007). However, while strong emphasis has been consistently placed on external customer service quality, relatively little attention has been paid to internal customer service quality (Stanley Wisner, 2001). Internal customers can be defined as individuals of other departments within an organization that an internal supplier serves. In this sense, an organization can be conceptualized as a chain of individual units that are linked together to satisfy external customers. Thus, the collaboration between work units, as internal customers and as internal suppliers, ultimately impacts on the company抯 ability to meet or exceed external customers?needs and expectations (Fredendall et al., 2005). Some researchers have argued that internal customers are equally important as external customers and that successful internal customer service may result in more efficient internal exchanges between various organizational members and departments, lower waste and costs, and improved external customer service quality (Finn et al., 1996; Stanley Wisner, 2001; Wisner Stanley, 1999). Despite its strategic importance in sustaining competitiveness in the marketplace, the issue of internal customer service has received relatively little attention from researchers.Moreover, most of the studies in this field have focused more on providing conceptual frameworks for achieving high internal customer service quality than on conducting an in-depth empirical investigation into the assertions