Relationship Between Intra- and Interorganizational Service Quality Perceptions: An Empirical Testing of Modified Service Profit Chain Model Within Kuwaiti Telecommunications Industry

摘要

Using the Modified Service Profit Chain Model, service quality was evaluated within the intra (assessment of employees) and inter (assessment of customers) organizational environment of the Kuwaiti Telecommunications sector. This was followed by analyzing the impact of intraservice quality on interservice quality where the key objective was to evaluate the influence of internal service environment on external service environment. The findings exhibited moderate levels of intraservice quality and interservice quality, but no support for a significant association between them. The outcome contradicts with the contemporary literature stream which could be attributed to industry structure (i.e., government backed duopoly) and corporate practices (i.e., bureaucracy and employee discrimination) within the studied sector.