Jakość w procesie świadczenia usług wewnętrznych

• Autorzy: Andrzej Kłosowski

Warianty tytułu

Internal Service Quality

• Języki publikacji: PL

Abstrakty

Omówiono istotę usług wewnętrznych oraz łańcuch korzyści procesu usługowego. Przedstawiono funkcje i powiązania między dostawcami i odbiorcami usług wewnętrznych, a także jakość i wybrane modele pomiaru jakości usług wewnętrznych.

EN

The service sector was an intensive research area for over the last three decades. The service quality was perceived at the time mostly from the perspective of external clients being the final addressees of the service entities' offer. Whereas, two separate areas, but related in terms of quality, operate inseparably in the service providing process. The first one refers to an external perspective while the second - the internal services process - concerns a number of operational elements running within the organization and generating certain functional relationships and interactions between various participants of the service process. This paper explores the nature of internal service and the construct of internal service quality in service encounters. Separate attention is paid to the dimensionality of internal service quality as perceived by a set of internal customers of an organizational units. And finally, the article provides theoretical and managerial implications of the relationships and interactions occurring between suppliers and their clients in the context of organizational functions and methods of measuring the quality of internal services. (original abstract)

Słowa kluczowe

PL

Usługi; Jakość usług; Model oceny jakości; Ocena jakości usług

EN

Services; Quality of services; Quality assessment model; Service quality assessment

• Czasopismo: Problemy Jakości
• Rocznik: 2015
• Numer: nr 7-8
• Strony: 42--49

Twórcy

autor

Andrzej Kłosowski

• Uniwersytet Warszawski, doktorant

Bibliografia

• Matysiewicz J., Babińska D., Smyczek S. (2014), Sektor usług profesjonalnych, usieciowienie, umiędzynarodowienie i dyfuzja wiedzy, Wydawnictwo Placet, Warszawa.
• Zainteresowanych rozwinięciem tego wątku odsyłam do pozycji: Sayles L.R. (1964), Managerial Behaviour, McGraw-Hifl, New York, NY.
• Stauss B. (1995), Internal Services: Classification and Quality Management, International Journal of Service Industry Management, Vol. 6, Issue 2, s. 62-78.
• Armstrong G., Kotler Ph. (2007), Marketing: An Introduction, Pearson Education Inc., Upple Saddle River, New Jersey.
• Ahmed I., Razzaque R., Ramzan M. (2011), Examining the Links Between Employee and Customer Variables of Service Profit Chain: A Case of Pakistani Banks, Australian Journal of Basic and Applied Sciences, Vol. 5, Issue 11, s. 1634-1645.
• Paraskevas A. (2001), Internal Service Encounters In Hotels: An Empirical Study, International Journal of Contemporary Hospitality Management, Vol. 13, Issue 6, s. 285-292.
• Gunawardane G. (2009), Belationship Between Dimensions of Internal Service Quality and The Nature of The Internal Service Encounter - A Study in The Healthcare Industry, California Journal of Operations Management, Vol. 7, Issue 1, s. 21-30.
• Polski Komitet Normalizacyjny, Polska norma PN-EN ISO 9000 (2006), Systemy zarządzania jakością. Podstawy i terminologia.
• Marshall G. W., Baker }., Finn D. W. (1998), Exploring Internal Customer Service Quality, The Journal of Business & Industrial Marketing, Vol 13, Issue 4/5, s. 381-392.
• Broniewska G., Na drodze do TQM - identyfikacja powiązań wewnętrznych w praktyce polskich przedsiębiorstw. [On--line].Protokół dostępu: http://www.studenci.pl/zarzadzanie/metody/semeko_84.html. Wejście: 06.05.2015.
• Brooks R.F., Lings I.N., Botschen M.A. (1999), Internal Marketing and Customer Driven Wavefronts, The Service Industries Journal, Vol. 19, Issue 4, s. 49-67.
• Kotler Ph., Armstrong G., Saunders J., Wong V. (2002), Marketing. Podręcznik europejski, PWE, Warszawa.
• Bouranta N., Chitiris L., Paravantis J. (2009), The Belationship Between Internal and External Service Quality, International Journal of Contemporary Hospitality Management, Vol. 21, Issue 3, s. 275-293.
• Gunawardane G., Beliability of the Internal Service Encounter, Reliability Paper, International Journal of Quality & Reliability Management, Vol. 28, Issue 9, s. 1003-1018.
• Gilbert, G. R. (2000), Measuring Internal Customer Satisfaction, Managing Service Quality , Vol. 10, Issue 3, s. 178-186.
• Dhurup M. (2012), Determinants of Internal Service Quality and the Belationship with Internal Customer Satisfaction, African Journal of Business Management Vol. 6, Issue 11, s. 4185-4195.
• Boshoff Ch., Mels G. (1995), A Casual Model to Evaluate the Belationships Among Supervision, Bole Stress, Organizational Commitment and Internal Service Quality, European Journal of Marketing, Vol. 29, Issue 2, s. 23-42.
• Parasuraman A.,Berry L., Zeithaml V.A. (1991), Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model, Human Resource Management, Vol. 30, Issue 3, s. 335-364.
• Zainteresowanych szczegółami opracowań poszczególnych autorów odsyłam do przywołanych źródeł.
• Parasuraman A., Zeithaml V. A., Berry L. L. (1985), A Conceptual Model of Service Quality and Its Implications for Future Besearch, Journal of Marketing, Vol. 49, Issue 4, s. 41-50.
• Yarimoglu E. K. (2014), A Beview on Dimensions of Service Quality Models, Journal of Marketing Management, Vol. 2, Issue 2, s. 79-93.
• Frost F. A., Kumar M. (2001), Service Quality Between Internal Customers and Internal Suppliers in an International Airline, International Journal of Quality & Reliability Management, Vol. 18, Issue 4, s. 371-386.
• Bielawa A. (2011), Przegląd najważniejszych modeli zarządzania jakością usług, Studia i Prace Wydziału Nauk Ekonomicznych i Zarządzania nr 24, Uniwersytet Szczeciński, s. 7-23.
• Kasper H, van Helsdingen P., Gabbott M. (2006), Services Marketing Management: A Strategic Perspective, 2nd ed., John Wiley & Sons Ltd, England.
• Zeithaml V.A., Berry L.L., Parasuraman A. (1990), Delivering Quality Service - Balancing Customer Perceptions and Expectations, The Free Press, New York, NY.
• Brandon-Jones A., Silvestro R., Measuring Internal Service Quality: Comparing the Gap-Based and Perceptions-Only Approaches, International Journal of Operations & Production Management, Vol. 30, Issue 12, s. 1291-1318.
• Grónroos C. (1988), Service Quality: The Six Criteria of Good Perceived Service, Review of Business, Vol. 9, Issue 3, s. 10-13.
• Llosa S., Chandon J-L., Orsingher Ch. (1998), An Empirical Study of SEBVQUAL's Dimensionality, The Service Industries Journal, Vol. 18, Issue 2, s. 16-44.
• Bruhn M. (2003), Internal Services Barometers. Conceptualizing and Empirical results of a Pilot Study in Switzerland, European Journal of Marketing, Vol. 37, Issue 9, s. 1187-1204.

Identyfikatory

DOI

10.15199/46.2015.7-8.8