How to improve service quality: Internal marketing as a determining factor

ASIAIR > College of Management > Department of Leisure and Recreation Management > Journal Article > Item 310904400/16920

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Title:	How to improve service quality: Internal marketing as a determining factor
Authors:	蔡雅芳;Yafang, Tsai;湯大緯;Tang, Da-Wei
Contributors:	休閒與遊憩管理學系
Keywords:	internal marketing;service quality;health care marketing;internal market;human resource management
Date:	2008-11
Issue Date:	2012-11-23 09:18:26 (UTC+0)
Abstract:	The purpose of this study was to investigate the relationship between three internal marketing practices and service quality. This research adopts a cross-sectional design to examine the relationship between internal marketing and service quality with structural equation modelling. The result of the research clearly shows that there are significant positive relationships between internal marketing practices and service quality. In particular, the results of the present research demonstrate that training programmes have a strong association with service quality. However, the relationship from performance incentives to service quality was not found. Consequently, to deliver excellence service to patients, a hospital must provide training programmes and establish a clear vision about service excellence to nurses.
Relation:	TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
Appears in Collections:	[Department of Leisure and Recreation Management] Journal Article

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