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

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

doi:10.1109/IJCSS.2011.24

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

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

企業管理學系

研究成果: Conference contribution

摘要

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.

原文	English
主出版物標題	Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011
頁面	84-88
頁數	5
DOIs	https://doi.org/10.1109/IJCSS.2011.24
出版狀態	Published - 2011 九月 5
事件	2011 International Joint Conference on Service Sciences, IJCSS 2011 - Taipei, Taiwan 持續時間: 2011 五月 25 → 2011 五月 27

出版系列

名字	Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011

Other

Other	2011 International Joint Conference on Service Sciences, IJCSS 2011
國家	Taiwan
城市	Taipei
期間	11-05-25 → 11-05-27

All Science Journal Classification (ASJC) codes

Management of Technology and Innovation

存取文件

10.1109/IJCSS.2011.24

指紋深入研究「Internal service: Drivers of (dis)satisfaction in the Chinese context」主題。共同形成了獨特的指紋。

引用此

@inproceedings{8a3941f19b884f67a13711650e3335bf,

title = "Internal service: Drivers of (dis)satisfaction in the Chinese context",

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.",

author = "Stanworth, {James O.} and Bo Edvardsson and Hsu, {Ryan Shu Wei}",

year = "2011",

month = sep,

day = "5",

doi = "10.1109/IJCSS.2011.24",

language = "English",

isbn = "9780769544212",

series = "Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011",

pages = "84--88",

booktitle = "Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011",

note = "2011 International Joint Conference on Service Sciences, IJCSS 2011 ; Conference date: 25-05-2011 Through 27-05-2011",

}

Stanworth, JO, Edvardsson, B & Hsu, RSW 2011, Internal service: Drivers of (dis)satisfaction in the Chinese context. 於 Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011., 5960268, Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011, 頁 84-88, 2011 International Joint Conference on Service Sciences, IJCSS 2011, Taipei, Taiwan, 11-05-25. https://doi.org/10.1109/IJCSS.2011.24

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 -