A Conceptual Model for Measuring the Service Quality of Shared Services Organizations

  • Stefan Röder
  • Frank Keuper


Current measures of internal service quality (SQ) do not adequately capture internal customers' perceptions of SQ provided by human resource (HR) Shared Services Organizations (HRSSOs). In order to gain a better understanding of the construct and its ability to predict important internal service outcomes, namely customer value (CV), satisfaction (SAT) and behavioral intentions (BI), this paper outlines a conceptual model of internal customer perceptions of SQ provided by HRSSOs.


Service Quality Customer Satisfaction Behavioral Intention Output Quality Service Encounter 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer Fachmedien Wiesbaden 2013

Authors and Affiliations

  1. 1.StralsundGermany
  2. 2.Steinbeis Center of Strategic ManagementSteinbeis-Hochschule BerlinHamburgGermany

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