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	The composition and impact of internal service quality: An empirical study in hotel industry
	Wu, Xiaoyi ; Liu, Yun ; Ling, Qian ; Wu XY(伍晓奕)
	2014
英文摘要	Conference Name:11th International Conference on Service Systems and Service Management, ICSSSM 2014. Conference Address: Beijing, China. Time:June 25, 2014 - June 27, 2014.; Beijing Jiaotong University; IEEE SMC; The Chinese University of Hong Kong; Tsinghua University; 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. ? 2014 IEEE.
语种	英语
出处	http://dx.doi.org/10.1109/ICSSSM.2014.6874051
出版者	IEEE Computer Society
内容类型	其他
源URL	[http://dspace.xmu.edu.cn/handle/2288/85259]
专题	管理学院－会议论文
推荐引用方式 GB/T 7714	Wu, Xiaoyi,Liu, Yun,Ling, Qian,et al. The composition and impact of internal service quality: An empirical study in hotel industry. 2014-01-01.

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