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Internal Relationships and Activities Associated with High Levels of Purchasing Service Quality
Author(s) -
Wisner Joel D.,
Stanley Linda L.
Publication year - 1999
Publication title -
journal of supply chain management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 3.75
H-Index - 92
eISSN - 1745-493X
pISSN - 1523-2409
DOI - 10.1111/j.1745-493x.1999.tb00059.x
Subject(s) - business , purchasing , service quality , quality (philosophy) , marketing , service (business) , operations management , process management , economics , philosophy , epistemology
SUMMARY This article presents findings from a comprehensive survey concerning internal service quality in a wide variety of U.S. companies. The objectives of this article were to further develop the internal service quality model and to study the internal customer‐supplier relationships of companies with high levels of purchasing service quality. Purchasing managers were asked to assess and describe both incoming and outgoing internal service quality and associated activities for their purchasing departments and the organization as a whole. The respondents were also asked to assess the service quality provided to their firm's external customers. This information was used to summarize performance in each area for respondents with high levels of internal service quality, from both an internal supplier and internal customer perspective. Comparative information is provided for firms having low‐to‐moderate levels of internal service quality.