Internal customer satisfaction
- 1 March 1991
- journal article
- Published by Emerald Publishing in Managing Service Quality: An International Journal
- Vol. 1 (3) , 141-144
- https://doi.org/10.1108/eum0000000003138
Abstract
Asserts that internal customer satisfaction, which is critical to successful services marketing, has three aspects: involvement, enablement, and pure internal customer satisfaction. Defines each factor, describes its importance, and then illustrates with measurement examples. Makes suggestions towards measuring internal customer satisfaction.Keywords
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