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Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen

  • Interne Servicequalität
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Zusammenfassung

Die Bedeutung interner Serviceleistungen wächst in Wissenschaft und Praxis stetig. Die Grundidee interner Serviceleistungen ist, dass Mitarbeiter einer Organisation sowohl interne Kunden als auch interne Lieferanten sind, die Bedürfnisse interner Kunden befriedigen. Dabei stellt die interne Servicequalität, das heißt die Ausrichtung interner Leistungen an den Anforderungen interner Kunden, die Voraussetzung für die Erfüllung externer Kundenbedürfnisse dar. Trotz der hohen Relevanz der internen Servicequalität zeigen sich nach wie vor deutliche Lücken in der Identifikation möglicher Einflussgrößen und Auswirkungen des Konstrukts. Die vorliegende Arbeit nimmt sich dieser Problematik an. Basierend auf einer umfassenden Literaturanalyse wird im Rahmen eines kausalanalytischen Modells der Einfluss von organisationalen Gestaltungsfaktoren sowie Eigenschaften und Verhaltensweisen interner Lieferanten auf die interne Servicequalität empirisch untersucht. Die interne Kundenzufriedenheit wird als zentrale Auswirkung der internen Servicequalität betrachtet. Auf Basis dieser Erkenntnisse werden abschließend Implikationen für die Wissenschaft und Praxis abgeleitet.

Abstract

The significance of internal service provision in research and practice is continually increasing. The basic idea of internal service provision assumes that each employee within an organization is seen as both an internal customer and an internal service provider, who is supposed to satisfy the needs of internal customers. Accordingly, it is necessary that all business units provide high-quality services for each other. Despite the high relevance of internal service quality, there is still a considerable research gap when it comes to identifying possible influencing factors and consequences of the construct. The present study addresses this issue. Based on an extensive literature review, the study empirically analyses organizational and internal supplier-related determinants on internal service quality within the framework of a structural equation model. Moreover, internal customer satisfaction as an important effect of internal service quality is looked at. On the basis of the empirical results, it is eventually possible to derive implications for research and practice.

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  1. Inhaber des Lehrstuhls für Dienstleistungsmanagement an der Universität Hohenheim, Wollgrasweg 23, 70599, Stuttgart, Deutschland

    Karsten Hadwich

  2. Wissenschaftliche Mitarbeiterin am Lehrstuhl für Dienstleistungsmanagement an der Universität Hohenheim, Wollgrasweg 23, 70599, Stuttgart, Deutschland

    Corina Keller M.Sc.

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Hadwich, K., Keller, C. Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen. Schmalenbachs Z betriebswirtsch Forsch 67, 170–205 (2015). https://doi.org/10.1007/BF03372921

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