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    Title: Internal service quality within the different Chinese subcultures: a comparison between Taiwan, China, and Singapore
    Authors: 鄭至甫
    Jeng, Don Jyh-Fu
    Contributors: 科管智財所
    Keywords: Service operations;Internal service quality (ISQ);Cultural context;Chinese subcultures;Chinese business
    Date: 2012.07
    Issue Date: 2014-10-17 15:41:40 (UTC+8)
    Abstract: Previous research has determined the different internal service quality (ISQ) characteristics in the East and the West; however, the differences within Chinese subcultures still remain unknown. The objective of this study is thus to determine whether the importance level of ISQ factors and attributes is similar within the different Chinese subcultures. The empirical results show there are significant differences between Taiwan, China, and Singapore in the purchasing function of the manufacturing industry. Internal service providers should thus be able to use the results of this research to improve the service quality they direct towards their customers. This study also offers recommendations for managers to increase the levels of ISQ in Chinese businesses.
    Relation: Service Business, 6(4), 425-458
    Data Type: article
    DOI link: http://dx.doi.org/10.1007/s11628-012-0154-x
    DOI: 10.1007/s11628-012-0154-x
    Appears in Collections:[Graduate Institute of TIPM] Periodical Articles

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