چکیده :
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A study, based on the Service Profit Chain concept was carried out to determine the industry’s most important service attribute, as well as investigate the strength of relationship between the internal customer service quality and employee satisfaction. The respondents consisted of 151 frontline employees of tourisms companies from a sample of 157. The results showed that Interpersonal Relationship is the most important dimension of the internal customer service quality and Rewards and Recognitions, the least important. There was a positive and significant relationship between employee atisfaction and internal customer service quality.
کلید واژگان :Internal Customer Service Quality, Internal Customer, Employee Satisfaction, Tourisms Industry
ارزش ریالی : 600000 ریال
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