Internal service: Drivers of (dis)satisfaction in the Chinese context

James O. Stanworth, Bo Edvardsson, Ryan Shu Wei Hsu

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Internal service encounters facilitate the benefits brought to the firm by external service encounters. However, we lack understanding of internal service encounters in non-Western contexts. This study develops understanding of the internal service encounter in the distinct culture of the Chinese. Data is in the form of critical incidents (n = 526) that coded to 1,373 judgments. Results reveal nine categories that explain internal customers' judgments of internal encounters. The findings reveal the relational orientation, prevalent in Chinese culture, and this forms the basis for exploratory modeling of underlying mechanism of the internal encounter.

Original languageEnglish
Title of host publicationProceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011
Pages84-88
Number of pages5
DOIs
Publication statusPublished - 2011 Sep 5
Event2011 International Joint Conference on Service Sciences, IJCSS 2011 - Taipei, Taiwan
Duration: 2011 May 252011 May 27

Publication series

NameProceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011

Other

Other2011 International Joint Conference on Service Sciences, IJCSS 2011
CountryTaiwan
CityTaipei
Period11-05-2511-05-27

All Science Journal Classification (ASJC) codes

  • Management of Technology and Innovation

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