TY - GEN
T1 - Internal service
T2 - 2011 International Joint Conference on Service Sciences, IJCSS 2011
AU - Stanworth, James O.
AU - Edvardsson, Bo
AU - Hsu, Ryan Shu Wei
PY - 2011/9/5
Y1 - 2011/9/5
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=80052230550&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=80052230550&partnerID=8YFLogxK
U2 - 10.1109/IJCSS.2011.24
DO - 10.1109/IJCSS.2011.24
M3 - Conference contribution
AN - SCOPUS:80052230550
SN - 9780769544212
T3 - Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011
SP - 84
EP - 88
BT - Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011
Y2 - 25 May 2011 through 27 May 2011
ER -