Abstract
This study draws on the service, quality, and job satisfaction literature to explore the relationship between employee satisfaction and internal service performance. The results reveal that employee satisfaction with coworkers is a determinant of several internal service performance variables. Managerial implications are provided.
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Robinson, L., Stamps, M.B., Marshall, G.W., Lamb, C.W. (2015). Employee Satisfaction and Internal Service Performance: Some Preliminary Evidence. In: Noble, C. (eds) Proceedings of the 1999 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-13078-1_113
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