The impact of internal service quality on job satisfaction in the hotel industry

References

• Armstrong, M. (2003). A handbook of human resource management practice (9th edn). London: Kogan Page.
   Google Scholar
• Back, K. J., Lee, C. K., & Abbott, J. (2011). Internal relationship marketing: Korean casino employees’ job satisfaction and organizational commitment. Cornell Hospitality Quarterly, 52(2), 111–124. https://doi.org/10.1177/1938965510370742
   Web of Science ®Google Scholar
• Bouranta, N., Mavridoglou, G., & Kyriazopoulos, P. (2005). The impact of internal marketing to market orientation concept and their effects to bank performance. Operational Research: An International Journal, 5(2), 349–362. doi.org/10.1007/bf02944318
   Google Scholar
• Brandon-Jones, A., & Silvestro, R. (2010). Measuring internal service quality: Comparing the gap-based and perceptions-only approaches. International Journal of Operations & Production Management, 30(12), 1291–1318. https://doi.org/10.1108/01443571011094271
   Web of Science ®Google Scholar
• Chen, F. (2008). Study on the service quality evaluation and improvement for medium and small sized hotels. Journal of Medical and Allied Sciences, 2(5), 145–147. https://doi.org/10.5539/mas.v2n5p145
   Google Scholar
• Dhurup, M. (2012). Determinants of internal service quality and the relationship with internal customer satisfaction. African Journal of Business Management, 6(11), 4185–4195. https://doi.org/10.5897/AJBM11.2386
   Google Scholar
• Edvardsson, B., Larsson, G., & Setterlind, S. (1997). Internal service quality and the psychological work environment: An empirical analysis of conceptual interrelatedness. Service Industries Journal, 17(2), 252–263. https://doi.org/10.1080/02642069700000014
   Web of Science ®Google Scholar
• Farner, S., Luthans, F., & Sommer, S. (2001). An empirical assessment of internal customer service. Managing Service Quality, 11(5), 350–358. https://doi.org/10.1108/09604520110404077
   Google Scholar
• Frost, F. A., & Kumar, M. (2001). Service quality between internal customers and internal suppliers in an international airline. International Journal of Quality & Reliability Management, 18(4), 371–386. https://doi.org/10.1108/02656710110386996
   Google Scholar
• Gržinić, J. (2007). Concepts of service quality measurement in hotel industry. Ekonomska Misao I Praksa, 1, 81–98.
   Google Scholar
• Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. K. (2006). Multivariate data analysis (6th edn). Upper Saddle River: Pearson Prentice Hall.
   Google Scholar
• Hallowell, R., Schlesinger, L., & Zornitsky, J. (1996). Internal service quality, customer and job satisfaction: Linkages and implications for management. Human Resource Planning, 19(2), 20–31.
   Google Scholar
• Herzberg, F., Mausner, B., & Snyderman, B. B. (1959). The motivation to work. New York: John Wiley & Sons, Inc.
   Google Scholar
• Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., Jr., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72, 164–174.
   Web of Science ®Google Scholar
• Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). The service profit chain. New York: The Free Press.
   Google Scholar
• Hoppock, R. (1935). Job satisfaction. New York: Harper and Brothers.
   Google Scholar
• Iacobucci, D., Grayson, K. A., & Omstrom, A. L. (1994). The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration. In T. A. Swartz, D. E. Bowen, & S. W. Brown (eds), Advances in Services Marketing and Management (Vol. 3), (pp. 1–68). Greenwich, Connecticut: JAI Press.
   Google Scholar
• Ishikawa, K. (1985). What is total quality? the Japanese Way. Englewood Cliffs: Prentice-Hall.
   Google Scholar
• Kang, G., Jame, J., & Alexandris, K. (2002). Measurement of internal service quality: Application of the SERVQUAL battery to internal service quality. Managing Service Quality, 12(5), 278–291. https://doi.org/10.1108/09604520210442065
   Google Scholar
• Khan, M. A., Rehman, K. U., Rehman, I. U., Safwan, N., & Ahmad, A. (2011). Modelling link between internal service quality in human resources management and employees retention: A case of Pakistani privatized and public sector banks. African Journal of Business Management, 5(3), 949–959.
   Web of Science ®Google Scholar
• Kuei, C.-H. (1999). Internal service quality- an empirical assessment. International Journal of Quality & Reliability Management, 16(8), 783–791. https://doi.org/10.1108/02656719910274290
   Google Scholar
• Large, R. O., & König, T. (2009). A gap model of purchasing’s internal service quality: Concept, case study and internal survey. Journal of Purchasing and Supply Management, 15(1), 24–32. https://doi.org/10.1016/j.pursup.2008.10.001
   Web of Science ®Google Scholar
• Locke, E. A. (1976). The nature and cause of job satisfaction. In M. D. Dunnette (ed.), Handbook of industrial and organizational psychology, pp. 1297–1349. Chicago: Rand McNally.
   Google Scholar
• Markovic, S., & Raspor, S. (2010). Measuring perceived service quality using SERVQUAL: A case study of the Croatian hotel industry. Management, 5(3), 195–209.
   Google Scholar
• Marshall, G., Baker, J., & Finn, D. (1998). Exploring internal customer service quality. Journal of Business and Industrial Marketing, 13(4/5), 381–392. https://doi.org/10.1108/08858629810226681
   Google Scholar
• Min, H., & Min, H. (1997). Benchmarking the quality of hotel services: Managerial perspectives. International Journal of Quality & Reliability Management, 14(6), 582–597. https://doi.org/10.1108/02656719710186209
   Google Scholar
• Nagel, P., & Cilliers, W. (1990). Customer satisfaction: A comprehensive approach. International Journal of Physical Distribution & Logistics Management, 20(6), 2–46. https://doi.org/10.1108/EUM0000000000366
   Google Scholar
• Narangajavana, Y., & Hu, B. (2008). The relationship between the hotel rating system, service quality improvement, and hotel performance changes: A canonical analysis of hotels in Thailand. Journal of Quality Assurance in Hospitality & Tourism, 9(1), 34–56. https://doi.org/10.1080/15280080802108259
   Google Scholar
• Naseem, A., Ejaz, S., & Malik, K. P. (2011). Improvement of hotel service quality: An empirical research in Pakistan. International Journal of Multidisciplinary Sciences and Engineering, 2(5), 52–56.
   Google Scholar
• Naser, B., Esmaeil, Z., Masood, J., & Mahmood, S. (2013). The relationship between internal service quality and physical education faculty members’ job satisfaction in dist. 10 of Islamic Azad University, Iran. European Journal of Experimental Biology, 3(2), 379–382.
   Google Scholar
• Nazeer, S., Zahid, M. M. , & Azeem, M. F. (2014). Internal service quality and job performance: Does job satisfaction mediate? Journal of Human Resources Management and Labor Studies, 2(1), 41–65.
   Google Scholar
• Pantouvakis, A. (2011). Internal service quality and job satisfaction synergies for performance improvement: Some evidence from a B2B environment. Journal of Targeting, Measurement and Analysis for Marketing, 19(1), 11–22. https://doi.org/10.1057/jt.2011.2
   Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Services Marketing, 49(4), 41–50. https://doi.org/10.2307/1251430
   Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
   Web of Science ®Google Scholar
• Pasebani, F., Mohammadi, S., & Yektatyar, M. (2012). The relationship between organizational learning culture and job satisfaction and internal service quality in sport organizations in Iran. Archives of Applied Science Research, 4(4), 1901–1905.
   Google Scholar
• Reynoso, J., & Moores, B. (1995). Towards the measurement of internal service quality. International Journal of Service Industry Management, 6(3), 64–83. https://doi.org/10.1108/09564239510091349
   Google Scholar
• Rust, R., Stewart, G., Miller, H., & Pielack, D. (1996). The satisfaction and retention of frontline employees: A customer satisfaction approach. International Journal of Service Industry Management, 7(5), 62–80. https://doi.org/10.1108/09564239610149966
   Google Scholar
• Sasser, W. E., & Arbeit, S. P. (1976). Selling jobs in the service sector. Business Horizons, 19(3), 61–65. https://doi.org/10.1016/0007-6813(76)90053-7
   Web of Science ®Google Scholar
• Schlesinger, L. A., & Zornitsky, J. (1994). Job satisfaction, service capability, and customer satisfaction: An examination of linkages and management implications. Human Resource Planning, 14(2), 141–149.
   Google Scholar
• Seyyedi, M. H., Damirchi, Q. V., & Rahimi, G. (2012). Internal customer service quality in Iranian tourism industry. Journal of Applied Sciences Research, 8(2), 1136–1147.
   Google Scholar
• Sharma, P., Kong, T. T. C., & Kingshott, R. P. J. (2016). Internal service quality as a driver of employee satisfaction, commitment and performance: Exploring the focal role of employee well-being. Journal of Service Management, 27(5), 773–797. https://doi.org/10.1108/JOSM-10-2015-0294
   Web of Science ®Google Scholar
• Smith, P. C., Kendall, L., & Hulin, C. L. (1969). The measurement of satisfaction work and retirement. Chicago: Rand McNally.
   Google Scholar
• Spector, P. E. (1985). Measurement of human service staff satisfaction: Development of the job satisfaction survey. American Journal of Community Psychology, 13(6), 693–713. https://doi.org/10.1007/BF00929796
   PubMed Web of Science ®Google Scholar
• Spector, P. E. (1997). Job satisfaction: Application, assessment, causes, and consequences. Thousand Oaks: Sage Publications, Inc.
   Google Scholar
• Stauss, B. (1995). Internal services: Classification and quality management. International Journal of Service Industry Management, 6(2), 62–78. https://doi.org/10.1108/09564239510146915
   Google Scholar
• Tsaur, S.-h., & Wang, L.-J. (2001). A study of the perceived risks of tourism products and risk-reducing strategies. Tourism Management Research, 1(1), 1–26.
   Google Scholar
• Wang, G.-L. (2012). The influence of internal service quality on employee job satisfaction at Taiwan-listed international tourist hotels: Using organisational culture as the moderator. World Transactions Engineering and Technology Education, 10(3), 174–183.
   Google Scholar
• Zeithaml, V. A., & Bitner, M. J. (1996). Service marketing. New York: McGraw-Hill.
   Google Scholar