The purpose of this study is to examine links between, on the one hand, employee satisfaction, loyalty and performance, and on the other, the relationship between customer satisfaction and loyalty, as well as their inter-relationship. We conducted a study with employees (53 employees) and students (262 students) across seven departments of a private university in a developing European country. In order to test the cross-level effects of employee-level constructs on student-level constructs, a multilevel analysis was conducted using hierarchical linear modeling. The results confirmed the positive effect of employee satisfaction on employee loyalty and employee performance, but not the impact of the employees’ loyalty on their performances. At the same time, the results showed that students’ satisfaction was positively related to loyalty. Finally, the results showed that, unlike employee performance, employee loyalty at the level of the department had a positive and significant impact on the students’ loyalty and also enhanced the effect of students’ satisfaction on student loyalty.

Ganic, E., Babic-Hodovic, V. & Arslanagic-Kalajdzic, M. (2017). Internal versus external service quality: reflections of employees and customers in the mirror. Millenium, 2(4), 23-30. m 4 24 RESUMO Introdução: Investigar a qualidade do serviço interno (percebido pelos funcionários) e as perceções externas (clientes) de qualidade no contexto da cadeia de lucro do serviço (SPC) constitui uma estratégia promotora da melhoria dos serviços. Objetivo: Avaliar o impacto da qualidade do serviço interno sobre as perceções de qualidade dos alunos e testar o significado de um vínculo direto entre a qualidade do serviço interna e externa. Métodos: Medimos a qualidade do serviço percebido usando o instrumento SERVPERF e a abordagem de modelos multinível com o HLM 7.01. Resultados: Os resultados empíricos suportam uma ligação entre perceções de qualidade de serviço interno e externo. Mostramos que quando os funcionários (professores) percebem que os serviços da universidade são de alta qualidade, isso tem um efeito positivo spill-over sobre as perceções gerais dos estudantes acerca da qualidade dos serviços universitários. As perceções da qualidade do serviço interno também estão positivamente relacionadas com a perceção dos alunos sobre confiabilidade, capacidade de resposta e garantia de qualidade. Conclusões: As perceções da qualidade do serviço interno pelos membros da faculdade estão positivamente relacionadas com as perceções de qualidade dos alunos. A comparação dos níveis de qualidade de serviço interno e externo ajudará os gestores a definir prioridades para alocar recursos para melhorar a qualidade. Palavras-chaves:Qualidade do serviço interno; Qualidade do serviço externo; cadeia de serviço. ABSTRACT Introduction:The purpose of this study to investigate internal service quality (as perceived by employees) and external (customer) perceptions of quality in the context of service profit chain (SPC). Objective: The objective of the study is to evaluate the impact of internal service quality on students' perceptions of quality and to test the significance of a direct link between internal and external service quality. Methods: We measured the perceived service quality using a SERVPERF instrument and the multilevel modeling approach with HLM 7.01. Results:The empirical findings support a link between perceptions of internal and external service quality. We show that when employees (faculty) perceive university services as being of high quality, it has a positive spill-over effect on students' overall perceptions of the quality of university services. Perceptions of internal service quality are also positively related to students' perceptions of reliability, responsiveness and quality assurance. Conclusions: The perceptions of internal service quality by faculty members are positively related to students' perceptions of quality. Comparing the levels of internal and external service quality will help managers define priorities for allocating resources to improve quality.

Social media postings are now routinely used as proof of activities, events, or transactions in news media, academic institutions, governments, judicial courts, commerce, and various other organisations. The need to preserve social media content as records has drawn the interest of academic researchers, industry professionals, and policy makers. Despite the importance of this research area, selection of records from a pool of social media content remains an area of low research activity. This paper explores the use of Natural Language Processing methods to classify and select records from a pool of tweets (twitter social media content). We experiment with various characteristics of the data and NLP parameters with the goal of determining optimal parameters for training a supervised machine learning classifier. This paper can serve as an aid for understanding the fundamental elements of automating the selection of social media records.

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