The Composition and Impact of Internal Service Quality: An Empirical Study in Hotel Industry

被引：0
|
作者：
Wu, Xiaoyi [1 ]
Liu, Yun [1 ]
Ling, Qian [2 ]
机构：
[1] Xiamen Univ, Sch Management, Xiamen, Fujian, Peoples R China
[2] South China Normal Univ Guang, Dept Tourism Management, Guangzhou, Guangdong, Peoples R China
来源：
2014 11TH INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT (ICSSSM) | 2014年
基金：
中国国家自然科学基金;
关键词：
Internal Service Quality; Work Satisfaction; Organizational Commitment; Work Engagement; WORK;
D O I：
暂无
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
Based on a sample of 218 first-line service staffs from hotel industry, this study explored the dimensions of Internal Service Quality (ISQ) and examined their relationships with employee work satisfaction, organizational commitment and work engagement. Results showed that the ISQ contains of two dimensions, namely environment quality and interactive quality. Environment quality had significant and positive effects on organizational commitment and work engagement. And interactive quality had positive impact on the three consequence variables. Compared with environment quality, employees' perceived interactive quality had greater effect on their positive work attitudes. The implications of the findings are considered and suggestions for future research are provided.
引用
收藏
页数：5
相关论文
共 50 条
  • [41] An Empirical Study of the Impact of Cloud Patterns on Quality of Service (QoS)
    Hecht, Geoffrey
    Jose-Scheidt, Benjamin
    De Figueiredo, Clement
    Moha, Naouel
    Khomh, Foutse
    2014 IEEE 6TH INTERNATIONAL CONFERENCE ON CLOUD COMPUTING TECHNOLOGY AND SCIENCE (CLOUDCOM), 2014, : 278 - 283
  • [42] Empirical Study on the Impact of Information Technology on the Growth of Service Industry in China
    Wei Jun-ying
    INTERNATIONAL CONFERENCE OF CHINA COMMUNICATION (ICCC2010), 2010, : 100 - 102
  • [43] The Importance of Communication in Improving Service Delivery and Service Quality in the Malaysian Hotel Industry
    Lahap, J.
    O'Mahony, B.
    Dalrymple, J.
    IRSSM-6: THE 6TH INTERNATIONAL RESEARCH SYMPOSIUM IN SERVICE MANAGEMENT - SERVICE IMPERATIVES IN THE NEW ECONOMY: SERVICE EXCELLENCE FOR SUSTAINABILITY, 2016, 224 : 213 - 220
  • [44] Logistics service abilities: An empirical study of its impact on service quality in China
    Yan Xiu-xia
    Sima Zhongwen
    PROCEEDINGS OF THE 2007 IEEE INTERNATIONAL CONFERENCE ON SERVICE OPERATIONS AND LOGISTICS, AND INFORMATICS, 2007, : 389 - +
  • [45] An Empirical Study on the Relationship between Service Encounter, Customer Experience and Repeat Patronage Intention in Hotel Industry
    Liu, Jinyan
    Liu, Jun
    2008 4TH INTERNATIONAL CONFERENCE ON WIRELESS COMMUNICATIONS, NETWORKING AND MOBILE COMPUTING, VOLS 1-31, 2008, : 8456 - 8462
  • [46] Service Quality Measurement of a Chinese Budget Hotel Restaurant-An Empirical Study of an Integrated Method
    Ma Peng
    Zhang Wei
    PROCEEDINGS FOR EURO-ASIA CONFERENCE ON ENVIRONMENT AND CORPORATE SOCIAL RESPONSIBILITY: TOURISM AND MANAGEMENT SESSION, 2008, : 33 - 39
  • [47] The impact of total quality service age on quality and operational performance: An empirical study
    Industrial Engineering Department, Anna University, Tennur, Tamil Nadu, India
    TQM Mag., 2007, 3 (197-205):
  • [48] Study on the Brand Value Promotion of Hotel Service Industry
    Fan Linsheng
    Xue Pan
    PROCEEDINGS OF THE 2009 INTERNATIONAL CONFERENCE ON WIRELESS NETWORKS AND INFORMATION SYSTEMS, 2009, : 354 - 357
  • [49] Service characteristics as moderators of the entry mode choice: empirical evidence in the hotel industry
    Villar, Cristina
    Pla-Barber, Jose
    Leon-Darder, Fidel
    SERVICE INDUSTRIES JOURNAL, 2012, 32 (07): : 1137 - 1148
  • [50] Construction and empirical research on acceptance model of service robots applied in hotel industry
    Zhong, Lina
    Zhang, Xiaoya
    Rong, Jia
    Chan, Hing Kai
    Xiao, Jinyu
    Kong, Haoyu
    INDUSTRIAL MANAGEMENT & DATA SYSTEMS, 2021, 121 (06) : 1325 - 1352
12345