MECSI: Modelo para evaluar la calidad del servicio interno

Gabriela Balmori Mastachi; José Benito Flores Juárez

doi:10.29105/rinn11.22-2

Authors

Gabriela Balmori Mastachi University of Monterrey
José Benito Flores Juárez University of Monterrey

DOI:

https://doi.org/10.29105/rinn11.22-2

Keywords:

internal customer, methodology, model, quality service, service measurement

Abstract

The measure of service to external clients was one of the principal foci in studies of service in the eighties, while the measure of service to internal clients went unattended although multiple studies have highlighted its visible effect on the satisfaction of final clients (external). This study seeks to pay attention to that reality and propose 1) a model for conceptualizing the phenomenon of internal service and 2) a methodology for evaluating the quality of service to internal clients which can be used in any kind of organization, independent of its product (goods or services), size, or industry. The development of the methodology rests on a review of the literature, in research into the current practices of various companies, on the experience of researchers who have developed similar systems in various organizations, and on the use of the Research-Action model (apply the model and correct it based on experience). The result is a simple and practical methodology which allows specialists to choose the internal services they mean to evaluate (and eventually improve), identify the clients, develop and apply instruments and mechanisms for evaluating the level of service, and finally to deploy actions for improvement. It offers recommendations for application and key questions that can help the user apply it effectively at every step. It also describes a pilot implementation to clarify and demonstrate its effectiveness.

Downloads

Download data is not yet available.

References

Adil, M., Al Ghaswyneh, O. M. & Albkour, A. M. (2013). SERVQUAL and SERVPERF: A review of measures in services marketing research, Global Journal of Management and Business Research Marketing, 13(6), 65-76

Allen, D. R. (2004). Customer Satisfaction Research Management. Milwaukee, WI: ASQ Quality Press.

Baharun, R. & Feiz, S. (2012). A review of service quality models, 2nd International Conference on Management, Malaysia: University of Technology Malaysia, 1-8.

Boyce, C. & Neale, P. (2006). Conducting in-depth interviews: A guide for designing and conducting in-depth interviews for evaluation input. Watertown MA: Pathfinder International.

Brady, M. K. & Cronin Jr., J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach, The Journal of Marketing, 65(3), 34-49.

Buttle, F. (1996). SERVQUAL: review, critique, research agenda, European Journal of Marketing, 30(1), 8-32.

Cronin, J. & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension, Journal of Marketing, 56(3), 55-68.

Dabholkar, P. A., Thorpe, D. & Rentz, J. (1996). A measure of service quality for retail stores:Scale development and validation, Journal of the Academy of Marketing Science, 24(1), 3-16.

Eglene, O. (2000). Conducting best and current practices research: A starter kit. Albany: Center for Technology in Goverment.

ELSamen, A. & Alshurideh, M. (2012). The Impact of Internal Marketing on Internal Service Quality: A Case Study in a Jordanian Pharmaceutical Company, International Journal of Business and Management, 7(19), 84-95.

Flores, J. (2014). Procesos redituables: ¿Por qué medir la satisfacción del cliente?, TNE –Tecnología, Negocios y Empresa, 31, 22-23.

Gallup Consulting Group (2007). Proactive Service for 21st Century Customers. London:CCA Industry Council.

Grönroos, C. (1984). A service quality model and its marketing implications, European Journal of Marketing, 18(4) 36-44.

Hart, C. (1998). Doing a literature review: Releasing the social science research imagination. London: SAGE Publications.

Hayes, B. (2002). Cómo medir la satisfacción del cliente. Barcelona: Ediciones Gestión 2000.

HBR (2011). Focusing on your customer: expert solutions to everyday challenges. Boston, MA, USA: HBS Publishing.

Home, R. (2005). A new tune from an old Instrument: The application of SERVQUAL to a tourism service business, Journal of Quality Assurance in Hospitality & Tourism,6(3/4), 85-202.

Jun, M., & Cai, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction, Total Quality Management & Business Excellenc, 21(2), 205–223.

Kessler, S. (1996). Measuring and managing customer satisfaction. Milwaukee, WI: ASQ Quality Press.

Lawton, R. (1993). Creating a customer centered culture. Wisconsin, USA: ASQ Quality Press.