The determinants of service quality: issues for purchasing |
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| Institution: | 1. School of Business and Public Administration, Our Lady of the Lake University, 411 S.W. 24th Street, San Antonio, TX 78207, USA;2. Department of Management, Las Vegas, College of Business, University of Nevada, 4505 Maryland Parkway, Box 456009, Las Vegas, NV 89154-6009, USA;1. College of Light Industry, Harbin University of Commerce, Harbin 150028, PR China;2. School of Mechanical Engineering, Heilongjiang University of Science and Technology, Harbin 150022, PR China;1. Govt. College for Women, Thiruvananthapuram 695 014, Kerala, India;2. School of Chemical Sciences, Dublin City University, Glasnevin, Dublin 9, Ireland;3. Center for Molecular and Biophysics Research, Department of Physics, Mar Ivanios College, Thiruvananthapuram 695 015, Kerala, India;1. Pharmaceuticals and Medical Devices Agency, 3-3-2 Kasumigaseki, Chiyoda-ku, Tokyo, Japan;2. Chugai Pharma Europe Ltd, Mulliner House, Flanders Road, Chiswick, London, UK;3. Kowa Research Europe Ltd, 105 Wharfedale Road, Winnersh Triangle, Wokingham, UK |
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| Abstract: | The overall purpose of this research was to analyze internal communication patterns, service quality initiatives, supplier management strategies and internal performance in organizations providing high levels of service quality to their external customers. Data was collected from 118 purchasing executives of manufacturing and service organizations. Respondents were asked to assess external and internal service quality as well as identify a number of internal service quality-oriented activities employed in their firms. Data was summarized for respondents stating a high level of external service quality. Comparative information was also supplied for the respondents stating lower levels of external service quality. |
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