A design of the internal service quality evaluation system in China

摘要

Measurement of quality is an important area within the services sector. The research has tended to focus on external service quality to meet external customer, rather than on internal service quality. In order to improve internal service quality, it is important to measure the internal service quality. Based on Hallowell's internal service quality scale, according to Chinese cultural background and the modern times, this paper establishes the internal service quality evaluation system.