| Summary: | In this paper, we identify several important constructs (e.g., employee
satisfaction, commitment, subjective health and performance) that may
influence internal service quality (ISQ) in the manufacturing context and
develop a conceptual framework and hypotheses linking these constructs with
each other. We then use a survey with 250 employees in an Electronics
Manufacturing Services (EMS) company in Guangdong, China, to test all our
hypotheses. Our findings provide evidence about the relevance of internal
service quality in the manufacturing context and highlight its importance in
improving employee satisfaction, commitment and performance. Finally, we
discuss some limitations of our study and directions for future research in this
area of growing importance.
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