| Автор | Bruhn, Manfred |
| Автор | Georgi, Dominik |
| Дата выпуска | 2000 |
| dc.description | ABSTRACTIn recent years, service quality has developed into one of the most considered success drivers because of its relevance to service providers' economic success. Furthermore, it is acknowledged in theory and management practice, that internal service processes are the prerequisite of high external service quality. This paper explores internal service processes by enlarging Parasuraman, Zeithaml, and Berry's GAP model (1985; 1988). By analysing internal information asymmetries in the delivery of service quality, hypotheses about internal drivers of external service quality are formulated and tested by empirical data from Swiss bank employees. The results are the basis for a quality-oriented Internal Marketing in service organizations. |
| Формат | application.pdf |
| Издатель | Taylor & Francis Group |
| Копирайт | Copyright Taylor and Francis Group, LLC |
| Тема | Service quality |
| Тема | quality management |
| Тема | internal marketing |
| Тема | information asymmetries |
| Тема | employee behavior |
| Название | Information-Based Analysis of Service Quality Gaps–Managing Service Quality by Internal Marketing |
| Тип | research-article |
| DOI | 10.1300/J090v21n02_08 |
| Print ISSN | 0748-4623 |
| Журнал | Journal of Professional Services Marketing |
| Том | 21 |
| Первая страница | 105 |
| Последняя страница | 124 |
| Аффилиация | Bruhn, Manfred; Department of Marketing and Business Administration, Center of Economics, University of Basel/Switzerland |
| Аффилиация | Georgi, Dominik; Department of Marketing and Business Administration |
| Выпуск | 2 |
| Библиографическая ссылка | Auty, S. and Long, G. 1997. Improving Internal Service Quality. The Usefulness of an External Quality Model, Paper at the AMA-Conference in Dublin/Ireland 1997 |
| Библиографическая ссылка | Barnes, J. G. 1989. The Role of Internal Marketing. If the Staff Won't Buy It, Why Should the Customer?, in:. Irish Marketing Review, Vol. 4(no. 2): 11–21. |
| Библиографическая ссылка | Bateson, J. E.G. 1995. Managing Services Marketing, , 3. ed. London |
| Библиографическая ссылка | Bitner, M. J. 1990. Evaluating Service Encounters. The Effects of Physical Surroundings and Employee Responses, in:. Journal of Marketing, Vol. 54(no. 2): 69–82. |
| Библиографическая ссылка | Bruhn, M. 1995a. “Internes Marketing als Forschungsgebiet der Marketingwissenschaft. Eine Einführung in die theoretischen und praktischen Probleme”. In Internes Marketing, Integration der Kunden-und Mitarbeiterorientierung Edited by: Bruhn, M. 13–63. Praxisbeispiele, Wiesbaden: Grundlagen, Implementierung. |
| Библиографическая ссылка | Bruhn, M. 1995b. “Sicherstellung der Dienstleistungsqualität durch Integrierte Kommunikation”. In Dienstleistungsqualität. Konzepte, Methoden, Erfahrungen, , 2. ed. Edited by: Bruhn, M. and Stauss, B. 161–187. Wiesbaden. |
| Библиографическая ссылка | Bruhn, M. 1997. Qualitätsmanagement für Dienstleistungen, , 2. ed. Berlin: Grundlagen, Konzepte, Methoden. |
| Библиографическая ссылка | Bruhn, M. 1998. “Kommunikationspolitik von Dienstleistungsunternehmen”. In Dienstleistungsmanagement Edited by: Bruhn, M. and Meffert, H. Wiesbaden. forthcoming |
| Библиографическая ссылка | Bruhn, M. and Hennig, K. 1993. Selektion und Strukturierung von Qualitätsmerkmalen. Auf dem Weg zu einem umfassenden Qualitätsmanagement für Kreditinstitute, Teil 1 und 2. Jahrbuch der Absatz-und Verbrauchsforschung, Vol. 39(no. 3): 334–337. and 4, pp. 214–238 and |
| Библиографическая ссылка | Burri, T. 1998. Mitarbeiterkommunikation zur Steuerung der Dienstleistungsqualität Theoretische und empirische Untersuchung am Beispiel eines Finanzinstituts, unpublished thesis Basel: University of Basel. |
| Библиографическая ссылка | Chaston, I. 1994a. Internal Customer Management and Service Gaps within the UK Manufacturing Sector, in:. International Journal of Operations and Production Management, Vol. 14(no. 9): 45–56. |
| Библиографическая ссылка | Chaston, I. 1994b. A Comparative Study of Internal Customer Management Practices within Service Sector Firms and the National Health Service, in:. Journal of Advanced Nursing, Vol. 19: 299–308. |
| Библиографическая ссылка | Chaston, I. 1995. A Typology for Evaluating Branch-Level Perceptions of Internal Customer Management Processes within UK Clearing Banks, in:. The Service Industries Journal, Vol. 15(no. 5): 332–349. |
| Библиографическая ссылка | Compton, F. F. 1987. “Internal Marketing of Marketing”. In The Services Challenge Edited by: Czepiel, J. A., Congram, C. A. and Shanahan, J. B. 7–12. Chicago: Integrating for Competitive Advantage. |
| Библиографическая ссылка | Compton, F. F., George, W. R., Grönroos, C. and Karvinen, M. 1987. “Internal Marketing”. In The Services Challenge Edited by: Czepiel, J. A., Congram, C. A. and Shanahan, J. B. 7–12. Chicago: Integrating for Competitive Advantage. |
| Библиографическая ссылка | Cronin, J. J. Jr. and Taylor, S. A. 1992. Measuring Service Quality. A Reexamination and Extension, in:. Journal of Marketing, Vol. 56(no. 3): 55–68. |
| Библиографическая ссылка | Foddy, J. K. 1994. “Learning to Profit from Experience”. In Management Consultancy, No. 2 49–51. |
| Библиографическая ссылка | Gremler, D. D., Bitner, M. J. and Evans, K. R. 1994. The Internal Service Encounter, in:. International Journal of Service Industry Management, Vol. 5(no. 2): 34–56. |
| Библиографическая ссылка | Grönroos, C. 1990. Service Management and Marketing Lexington: Managing The Moments of Truth in Service Competition. |
| Библиографическая ссылка | Grönroos, C. 1981. “Internal Marketing. An Integral Part of Marketing Theory”. In Marketing of Services Edited by: Donnelly, J. H. and George, W. R. 236–238. Chicago |
| Библиографическая ссылка | Harrell, G. D. and Fors, M. F. 1992. Internal Marketing of a Service, in:. Industrial Marketing Management, Vol. 21(no. 4): 299–306. |
| Библиографическая ссылка | Kaas, K. P. 1991. Marktinformationen. Screening und Signaling unter Partnern und Rivalen, in:. Zeitschrift für Betriebswirtschaft, Vol. 61(no. 3): 358–370. |
| Библиографическая ссылка | Kaas, K. P. 1995. “Informationsökonomik”. In Handwörterbuch des Marketing, , 2. ed. Edited by: Tietz, B., Köhler, R. and Zentes, J. 971–980. Stuttgart. |
| Библиографическая ссылка | LoSardo, M. M. and Rossi, N. M. 1993. At the Service Quality Frontier Milwaukee. |
| Библиографическая ссылка | Lovelock, C. H., ed. 1995. Services Marketing, , 3. ed. Englewood Cliffs: Text, Cases and Readings. |
| Библиографическая ссылка | Meffert, H. and Bruhn, M. 1997. Dienstleistungsmarketing, , 2. ed. Wiesbaden: Grundlagen, Konzepte, Methoden. |
| Библиографическая ссылка | Meyer, A. 1994. Dienstleistungs-Marketing, , 6. ed. München: Erkenntnisse und empirische Befunde. |
| Библиографическая ссылка | Palmer, A. 1994. Principles of Services Marketing London |
| Библиографическая ссылка | Parasuraman, A., Zeithaml, V. A. and Berry, L. L. 1985. A Conceptual Model of Service Quality and Its Implications for Future Research, in:. Journal of Marketing, Vol. 49(no. 3): 41–50. |
| Библиографическая ссылка | Parasuraman, A., Zeithaml, V. A. and Berry, L. L. 1986. SERVQUAL. A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Marketing Science Institute, Report 86–108, Cambridge |
| Библиографическая ссылка | Parsons, N. E. 1994. Employee Empowerment. A Tactical Approach. Quality, : 26–29. |
| Библиографическая ссылка | Payne, A. 1993. The Essence of Services Marketing New York |
| Библиографическая ссылка | Reynoso, J. F. and Moores, B. 1996. Internal Relationships Edited by: Buttle, F. A. 55–73. London: Relationship Marketing. |
| Библиографическая ссылка | Richardson, B. A. and Robinson, C. G. 1986. The Impact of Internal Marketing on Consumer Service in a Retail Bank, in:. International Journal of Bank Marketing, Vol. 4(no. 5): 3–30. |
| Библиографическая ссылка | Sasser, W. E. and Arbeit, S. P. 1976. Selling Jobs in the Service Sector, in:. Business Horizons, Vol. 19(no. 6): 6–8. |
| Библиографическая ссылка | Schildknecht, R. 1993. Total Quality Management. State of the Art. Eine Bestandsaufnahme in bundesdeutschen Unternehmen, in:. Qualität und Zuverlässigkeit, Vol. 38(no. 1): 19–24. |
| Библиографическая ссылка | Schneider, B., Parkington, J. J. and Buxton, V. M. 1980. Employee and Customer Perceptions of Service in Banks, in:. Administrative Science Quarterly, Vol. 25(no. 6): 252–267. |
| Библиографическая ссылка | Stauss, B. 1992. Internes Marketing Edited by: Diller, H. 477–479. München: Vahlens GroBes Marketing-lexikon. |
| Библиографическая ссылка | Stauss, B. 1996. Internal Services. Classification and Quality Management, in:. International Journal of Service Industry Management, Vol. 6(no. 2): 62–78. |
| Библиографическая ссылка | Stauss, B. and Schulze, H. S. 1990. Internes Marketing. Ein Konzept zur innerorganisatorischen Fundierung von Absatzstrategien, Discussion Paper No. 1 of the Department for Business Administration Ingolstadt Ingolstadt: Catholic University Eichstätt. |
| Библиографическая ссылка | Varey, R. J. 1994. Internal Marketing. A Review and Some Interdisciplinary Research Challenges, in:. International Journal of Service Industry Management, Vol. 6(no. 1): 40–63. |
| Библиографическая ссылка | Varey, R. J. 1995. A Model of Internal Marketing for Building and Sustaining a Competitive Service Advantage, in:. Journal of Marketing Management, Vol. 11(no. 1): 41–54. |
| Библиографическая ссылка | Witt, F. J. 1985. Marketing für innerbetriebliche Dienstleistungen, in:. Zeitschrift für Betriebswirtschaft, Vol. 58(no. 7): 660–682. |
| Библиографическая ссылка | Zeithaml, V. A., Berry, L. L. and Parasuraman, A. 1988. Communication and Control Processes in the Delivery of Service Quality, in:. Journal of Marketing, Vol. 52(no. 4): 35–48. |
| Библиографическая ссылка | Zeithaml, V. A., Berry, L. L. and Parasuraman, A. 1995. “Kommunikations-und Kontrollprozesse bei der Erstellung von Dienstleistungsqualität”. In Dienstleistungsqualität. Konzepte, Methoden, Erfahrungen, , 2. ed. Edited by: Bruhn, M. and Stauss, B. 131–160. Wiesbaden |
| Библиографическая ссылка | Zeithaml, V. A., Berry, L. L. and Parasuraman, A. 1996. The Behavioral Consequences of Service Quality, in:. Journal of Marketing, Vol. 60(no. 2): 31–46. |
