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The Internal Service Encounter

Dwayne D. Gremler, Mary Jo Bitner, Kenneth R. Evans

International Journal of Service Industry Management (1994) 5 (2): 34–56.

https://doi.org/10.1108/09564239410057672

Published: 01 May 1994

... UP Limited 1994 Customer care Customer satisfaction Employee attitudes Interaction Internal marketing Market research Performance appraisal Professionalism Service quality Bitner et al. (1990) proposed a classification scheme for use in understanding the external...

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Journal Articles

On the Service Potential of Staff in Line‐Staff Relationships

Benita E.C. Plesch, Manda Broekhuis, Karin E. Disselen

International Journal of Service Industry Management (1992) 3 (2): 37–44.

https://doi.org/10.1108/09564239210011999

Published: 01 June 1992

... with product plans and output norms, and improvement of the information supply processes. © MCB UP Limited 1992 Job analysis Job evaluation Management development Performance appraisal The Netherlands ...