Expanding paradigms in providing internal service

Abstract

Continual quality improvement is crucial to competitive success. A systems approach is vital in encompassing every segment of the hospitality organization in striving for service quality. The focus of this article is on employees as internal customers and the critical role this group plays in the delivery of quality results. The article will discuss the theoretical foundations for the concept of`i nternal customers.'' Research will be reviewed that has linked service quality between internal and external customers. The necessity of integrating service tò`i nternal customers'' into an organization's culture is also explained. Examples from leading hospitality companies are presented that reinforce the concept of``internal customer'' from the pre-hire stage to other career stages.

Internal branding: Exploring the employee's perspective

“…27,28 In contrast, organisations that implement an employee-oriented service culture or ' internal service ' are able to positively impact consumer confi dence as a result of employees treating customers with greater respect. 29 This is attributed to employees themselves feeling more respected and appreciated 30 within their work environment.…”

Management support and perceived consumer satisfaction in skilled nursing facilities

“…5 The internal support concept is grounded in the view of service-contact workers as consumers of internal resources generated and supplied by others in the firm, 6 and is analogous to the view of contact workers as internal customers. 7 The concept encompasses such things as process integration, 8 workplace design, job design, selection and training, compensation, knowledge, and proper tools for meeting the needs of the end consumer. 4 This study explores the influence of internal support on skilled nursing facility (SNF) consumer satisfaction.…”

The implementation of Total Quality Management (TQM) in the hotel industry

“…In the last decade, many hospitality organizations have shown more interest in the concept of TQM. As expectations of customers and potential customers have escalated, hospitality organizations have found the implementation of quality to be an important competitive component in the global market (Cannon, 2002).…”