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

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

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
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 252011 五月 27

出版系列

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

Other

Other2011 International Joint Conference on Service Sciences, IJCSS 2011
國家Taiwan
城市Taipei
期間11-05-2511-05-27

All Science Journal Classification (ASJC) codes

  • Management of Technology and Innovation

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