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Purpose -The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality. Design/methodology/approach -The study focuses on the restaurant industry in Greece. Waiters are considered as internal customers and kitchen personnel as internal suppliers. Inferential analysis included factor analysis on individual waiter and customer data as well as canonical correlation analysis on a restaurant level. Findings -Factor analysis of external service quality revealed six factors including product, organizational image, safety and choice, empathy, reliability as well as responsiveness. Internal service quality factors, additional to those found in external service quality research, included professionalism and internet. Canonical correlation revealed that the internal service quality dimensions of safety, reliability and internet exert a direct positive influence on the external service quality dimensions of organizational image, empathy and responsiveness. Originality/value -The paper shows that service firms should focus on internal service quality in order to improve external service quality.

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Climate change looms as the biggest threat of the 21st century, and its effect on urban mortality is exacerbated by urban heat islands. This study analyzes the impact of high temperatures, heatwaves, and the urban heat island on the cardiovascular and respiratory mortality of people over 65 years of age for the years 2002 to 2012. The area of application is Athens, Greece, an urban agglomeration experiencing an urban heat island of high intensity. The correlation of the daily cardiovascular and respiratory mortality count of people over 65 years of age with various temperature measures confirmed a U-shaped exposure response curve, with fewer deaths in the range of moderate temperatures. At high and very high temperatures, this mortality increased by 20% to 35% correspondingly, at a 99.9% significance level. Mortality was further investigated with ordinary least squares, Poisson, and negative binomial times series models, which, although suffering from poor fit, showed a one-day lag for the maximum temperature effect on mortality. Finally, cluster analysis for observations confined to May to September, confirmed by multiple discriminant analysis, showed the existence of six clusters, with the highest excess mortality count of 23% for the cluster that included the hottest days and 20.6% for the heatwave cluster. To this end, it is recommended that policies target high ambient temperatures and heatwaves as a priority.

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