Exploring the Role of Internal Service Quality in a Manufacturing Context
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...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Conference Paper |
| Published: |
2015
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| Online Access: | http://hdl.handle.net/20.500.11937/75112 |
| _version_ | 1848763431393427456 |
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| author | Sharma, Piyush Kong, TTC |
| author2 | Zhao, X. |
| author_facet | Zhao, X. Sharma, Piyush Kong, TTC |
| author_sort | Sharma, Piyush |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T11:03:21Z |
| format | Conference Paper |
| id | curtin-20.500.11937-75112 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T11:03:21Z |
| publishDate | 2015 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-751122019-04-04T03:07:33Z Exploring the Role of Internal Service Quality in a Manufacturing Context Sharma, Piyush Kong, TTC Zhao, X. Zhang, J. Han, H. 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. 2015 Conference Paper http://hdl.handle.net/20.500.11937/75112 fulltext |
| spellingShingle | Sharma, Piyush Kong, TTC Exploring the Role of Internal Service Quality in a Manufacturing Context |
| title | Exploring the Role of Internal Service Quality in a Manufacturing Context |
| title_full | Exploring the Role of Internal Service Quality in a Manufacturing Context |
| title_fullStr | Exploring the Role of Internal Service Quality in a Manufacturing Context |
| title_full_unstemmed | Exploring the Role of Internal Service Quality in a Manufacturing Context |
| title_short | Exploring the Role of Internal Service Quality in a Manufacturing Context |
| title_sort | exploring the role of internal service quality in a manufacturing context |
| url | http://hdl.handle.net/20.500.11937/75112 |