調(diào)查內(nèi)部服務質(zhì)量、內(nèi)部服務要素、內(nèi)部顧客滿意度三者的關系【外文翻譯】

1、<p><b>　　外文翻譯</b></p><p><b>　　原文</b></p><p>　　the relationships between internal service quality and its dimensions, and internal customer satisfaction.</p>&

2、lt;p>　　Material Source: Total Quality ManagementVol. 21, No. 2, February 2010</p><p>　　Author: Minjoon Jun and Shaohan Cai</p><p>　　The concept of “customer-focused quality” has long been con

3、templated throughout the history of total quality management (TQM) and continues to be a hot topic addressed by much academic and trade literature today (e.g. Anderson et al., 1994; Dean & Bowen, 1994; Flynn & Sa

4、ladin, 2001; Sila, 2007). However, while strong emphasis has been consistently placed on external customer service quality, relatively little attention has been paid to internal customer service quality (Stanley & Wi

5、sner, 2001).</p><p>　　Internal customers can be defined as individuals of other departments within an organization that an internal supplier serves. In this sense, an organization can be conceptualized as a

6、chain of individual units that are linked together to satisfy external customers. Thus, the collaboration between work units, as internal customers and as internal suppliers, ultimately impacts on the company’s ability t

7、o meet or exceed external customers’ needs and expectations (Fredendall et al., 2005). Some res</p><p>　　Despite its strategic importance in sustaining competitiveness in the marketplace, the issue of intern

8、al customer service has received relatively little attention from researchers.Moreover, most of the studies in this field have focused more on providing conceptual frameworks for achieving high internal customer service

9、quality than on conducting an in-depth empirical investigation into the assertions posited in the literature (Wisner & Stanley, 1999).</p><p>　　In view of the fact that the internal customer is a final j

10、udge of internal service quality, the authors, through this empirical study, have intended to contribute to a better understanding of internal customers’ perceptions of service quality and their satisfaction. Particularl

11、y, this study has focused on the internal service of the purchasing department, whose primary function is to provide a wide variety of internal customers with various types of services, such as placing and tracking purch

12、a</p><p>　　The specific objectives of this research are to (1) identify key underlying dimensions of internal customer service quality as perceived by the purchasing department’s internal customers; (2) asse

13、ss the relationship between the identified internal service quality dimensions and internal customers’ perceptions of overall internal service quality; (3) examine the relationship between the internal service quality di

14、mensions and internal customers’ satisfaction; and (4) measure the relationship betw</p><p>　　1 Internal service quality dimensions</p><p>　　Customer perceived service quality can be defined as

15、a global judgment or attitude related to the superiority of a service relative to competing offerings (Parasuraman et al., 1988).The term ‘perception’ pertains to the consumers’ beliefs concerning the received or experie

16、nced service (Parasuraman et al., 1988).</p><p>　　In the past three decades, numerous studies have attempted to discover the global or standard dimensions of service quality that are considered important by

17、external customers (Parasuraman et al., 1985, 1988; Pitt et al., 1999; Sasser et al., 1978). Among them, Parasuraman et al.’s (1985) work has been regarded as most prominent. This study uncovered, through a series of foc

18、us group sessions, 10 dimensions of service quality that are generic and relevant to services in general: tangibles, reliab</p><p>　　Later, these 10 dimensions were condensed into five by using factor analys

19、is: tangibles, reliability, responsibility, assurance and empathy (Parasuraman et al., 1988). Based on these five dimensions, Parasuraman (1988) developed a global measurement for service quality, namely, SERVQUAL. Since

20、 then, the SERVQUAL measurement has been applied to measure the external service quality in various service industries by many researchers. In the context of internal service quality, several researchers ha</p>&l

21、t;p>　　However, prior research suggests that service quality tends service-type-dependent (Saravanan & Rao, 2007). Moreover, since most of the existing measures of service quality, including the SERVQUAL instrument

22、, were originally developed for assessing external customer service quality, it is somewhat questionable whether those measures are adequate to evaluate internal customer service quality (Marshall, 1998).</p><

23、p>　　Apparently, internal customers share many characteristics with external customers, yet they also have their own unique aspects. For example, Fin (1996) have differentiated internal customers from external ones as

24、follows: most internal customers, unlike external customers who consume both goods and services, are customers of services alone; internal customers typically have little or no choice about their supplier while external

25、ones can make their own choices. Similarly, Nagel and Cilliers (199</p><p>　　Accordingly, various researchers have sought to identify key service quality dimensions that best fit purchasing’s internal custom

26、er service. Rossler and Hirsz (1995) have empirically identified seven underlying dimensions of purchasing service quality: collaboration, accuracy, communication, responsiveness, professionalism, technical knowledge, an

27、d internal customer concerns. Finn (1996) find, through a series of interviews with purchasing’s internal customers and mail surveys, six key service </p><p>　　2 Internal service quality dimensions and overa

28、ll service quality</p><p>　　Prior research in external customer service quality suggests that not all service quality dimensions have equal impacts on consumers’ quality perceptions or their satisfaction (Ja

29、yasuriya, 1998; Johnston, 1995; Rosen & Karwan, 1994). The same logic can be applied to internal customer service quality. Thus, it is important to identify, among a variety of internal service quality dimensions, wh

30、ich dimensions are more crucial than others in enhancing the level of overall internal service quality as</p><p>　　In examining the relative importance of internal service quality dimensions to overall inter

31、nal service quality, Frost and Kumar (2001) utilize the SERVQUAL scale to measure the service quality as perceived by internal suppliers (support staff such as cabin cleaners and baggage handlers) in a airline and their

32、internal customers (flight attendants).They find that, of the five SERVQUAL dimensions, internal customers perceive reliability as the most important dimension, followed by responsiveness </p><p>　　3 Overall

33、 internal service quality and satisfaction</p><p>　　Regarding the relationship between customers’ perceptions of overall service quality and their satisfaction, some researchers argued that service quality w

34、as not related to customer satisfaction under certain circumstances. For instance, Parasuraman et al. (1985) have found several examples where even though consumers were satisfied with a particular service, they did not

35、think that it was of high quality. Along these lines, Storbacka (1994) also note that: ‘A customer could, respond on a questi</p><p><b>　　譯文</b></p><p>　　調(diào)查內(nèi)部服務質(zhì)量、內(nèi)部服務要素、內(nèi)部顧客滿意度三者的關系

36、</p><p>　　資料來源：全面質(zhì)量管理（2號2010）作者：Minjoon Jun and Shaohan Cai</p><p><b>　　引言</b></p><p>　　“以顧客為中心的質(zhì)量”這一概念早已成為整個歷史的全面質(zhì)量管理（TQM），并繼續(xù)作為一個熱門話題被當今學術界和貿(mào)易界中諸多學者所強調(diào) （如 Anderso等，199

37、4；Dean和Bowen，1994；Flynn和Saladin，2001；Sila，2007）。然而，盡管這些學者的強調(diào)一向都在外部顧客的服務質(zhì)量上，相對小的以部分人已經(jīng)注意到內(nèi)部顧客的服務質(zhì)量（Stanley和Wisner，2001）。</p><p>　　內(nèi)部顧客可以被定義為內(nèi)部供應商服務這種組織內(nèi)的其他部門的組成個體。從這個意義上講，這種組織可以理解成一連串的個體單位，它們可以鏈接在一起來滿足外部顧客。因此

38、，單位之間的協(xié)作，如同內(nèi)部顧客和內(nèi)部供應商，最終將影響企業(yè)的能力，去滿足或超過外部顧客的需求和期望（Fredendall等，2005）。有些研究人員認為，內(nèi)部顧客和外部顧客同等重要的，而且成功的內(nèi)部顧客服務可能會導致組織成員和部門之間更有效的內(nèi)部交流，降低浪費和成本，提高外部顧客服務質(zhì)量（Finn等，1996；Stanley和Wisner，2001；Wisner和Stanley，1999）?！?lt;/p><p>　

39、　內(nèi)部顧客服務在戰(zhàn)略上的重要性是在維持競爭力的問題上，因此在市場上，較少關注研究人員。而且，大多數(shù)研究更多的是關注這個領域的概念性架構(gòu)提供，這些架構(gòu)的提供是為了讓內(nèi)部顧客服務質(zhì)量達到高效能而不是為了在進行深入的實證調(diào)查中，所需要的理念（Stanley和Wisner，1999）。</p><p>　　鑒于內(nèi)部顧客是內(nèi)部服務質(zhì)量水平最后的裁判者，作者，通過這種實證研究的基礎上,打算更好地理解內(nèi)部顧客感知服務質(zhì)量和他們

40、的滿意。特別是，本課題的研究對象是采購部門的內(nèi)部服務，其主要功能是為各式各樣的內(nèi)部顧客提供各類服務，例如下和跟蹤采購訂單，為內(nèi)部顧客確定需求和性能規(guī)范，并幫助他們在產(chǎn)品和工藝設計上引進新技術。最近，該部門所扮演的角色，即供應商和一個購買組織之間的一個中介，也變的越來越重要，這是因為許多公司實施買賣公司的戰(zhàn)略聯(lián)盟和供應鏈的改善工程的迅速成長。</p><p>　　本研究的特定目標是（1）識別關鍵的潛在的內(nèi)部顧客服務

41、質(zhì)量的要素，即采購部門的內(nèi)部顧客感知的服務質(zhì)量；（2）確定在整個內(nèi)部服務質(zhì)量中，內(nèi)部服務質(zhì)量要素和內(nèi)部顧客感知之間的關系；（3）調(diào)查內(nèi)部服務質(zhì)量要素和內(nèi)部顧客的關系；（4）權衡內(nèi)部顧客感知整體服務質(zhì)量進和內(nèi)部顧客的滿意度的關系。</p><p>　　1、內(nèi)部服務質(zhì)量要素</p><p>　　顧客感知服務質(zhì)量可以被定義為一個在競爭時取得優(yōu)勢的全球性的判斷或態(tài)度（Parasuraman等，19

42、88），這里的感知是指顧客以其長久的經(jīng)驗覺得應得到的或?qū)嶋H體驗到的服務（Parasuraman等，1988）。</p><p>　　過去的三十年中，無數(shù)的研究試圖探索服務質(zhì)量的全球或標準要素，這些要素被外部顧客所重視（Parasuraman等，1985；Pitt等，1999；Sasser等，1978）。其中，Parasuraman等（1985）的研究成果一直被認為是最突出。該研究發(fā)現(xiàn)，通過一系列的焦點小組的實驗發(fā)

43、現(xiàn)，一般來說，服務質(zhì)量包括有形性、可靠性、反應能力、溝通能力、可信度、安全性、禮貌性、能力、了解和訪問顧客這10個要素，它們是通用的、與服務相關的。</p><p>　　后來，經(jīng)過因子分析后，這10個要素濃縮成5個要素：有形性、可靠性、責任、保證和同情心（Parasuraman等，1988）。在這個基礎上，Parasuraman等（1988）開發(fā)了一種全球性的測量服務質(zhì)量，名叫SERVQUAL。從那之后，SERV

44、QUAL測量已經(jīng)被許多研究人員應用在測量各種各樣的服務行業(yè)的外部服務質(zhì)量。在此背景下的內(nèi)部服務質(zhì)量，一些研究人員也用SERVQUAL來測量。例如，F(xiàn)rost和Kumar（2001）使用SERVQUAL測量一家國際航空公司的內(nèi)部服務質(zhì)量，并聲稱該測量儀器可以成功地用于評估內(nèi)部顧客的服務質(zhì)量。</p><p>　　然而，以往的研究表明,服務質(zhì)量往往是與服務類型相關的（Saravanan和 Rao，2007）。此外，由

45、于服務質(zhì)量的現(xiàn)行措施，包括SERVQUAL量表，大部分最初是為外部客戶服務質(zhì)量評估的發(fā)展，因此這些措施被質(zhì)疑是否足以評估內(nèi)部客戶服務質(zhì)量（Marshall，1998）。</p><p>　　顯然，內(nèi)部顧客與外部顧客有許多相同的特點，但他們也有自己的獨特之處。例如，F(xiàn)inn（1996）將內(nèi)部顧客區(qū)別于外部顧客如下幾點：不像消費商品和服務的外部顧客，最內(nèi)部的顧客，是指僅僅消費服務的顧客；內(nèi)部顧客通常很少或根本機會選擇

46、供應商，而外部顧客可以可以自己做出選擇。同樣，Nagel和Cilliers（1990）認為，內(nèi)部顧客經(jīng)常屈服于內(nèi)部供應商或成為內(nèi)部供應商的“俘虜”。</p><p>　　因此，各類研究人員試圖確定確定重點服務質(zhì)量要素，即最適合購買的內(nèi)部顧客服務。Rossler和Hirs（1995）已經(jīng)確定了七個采購服務質(zhì)量的基本要素：協(xié)作性，準確性，溝通能力，反應能力，專業(yè)性，技術知識，以及內(nèi)部顧客的關注。Finn（1996）通

47、過對需要采購的內(nèi)部顧客的采訪和郵件調(diào)查，得出六個關鍵服務質(zhì)量的屬性：溫柔呵護，提供有價值，正確、快速的訂單處理，有效的供應商管理，豐富的采購知識，沒有驚喜（守信用并讓使用者通知）。后來，Stanley和Wisner (1998，1999，2001)通過對文獻的研究和與幾位采購專家訪談來熟悉內(nèi)部服務質(zhì)量的理論，從而確定了九個特定的服務質(zhì)量要素：反應能力，產(chǎn)品/服務質(zhì)量的提供，靈活地滿足客戶不斷變化的需求，按時交付產(chǎn)品/服務，能夠滿足客戶的

48、期望，按時的交貨信息，可靠的信息傳遞，交付的問題解釋和溝通。</p><p>　　2、內(nèi)部服務質(zhì)量要素和整體服務質(zhì)量 之前關于外部顧客的服務質(zhì)量的研究表明，并非所有的服務質(zhì)量要素對消費者的感知服務質(zhì)量或滿意造成同樣的影響（Jayasuriya，1998；Johnston，1995；Rosen和Karwan，1994）。內(nèi)部顧客的服務質(zhì)量也是用于同樣的邏輯。因此，在各種各樣的內(nèi)部服務質(zhì)量要素中，確定哪個要素

49、在提高內(nèi)部顧客感知的整體內(nèi)部服務質(zhì)量是比其他要素更為關鍵的，并衡量在何種程度上時表現(xiàn)的更為關鍵，是十分重要的。通過解決這些重要問題，內(nèi)部供應商能夠理解什么樣的服務地區(qū)，他們應該集中精力，切實提高他們的內(nèi)部服務質(zhì)量和內(nèi)部顧客滿意度，同時避免在提供服務質(zhì)量要素時，可能無法還清的大量金錢和其他資源的投資 （Oliva，1992）。</p><p>　　在調(diào)查內(nèi)部服務質(zhì)量要素對整體內(nèi)部服務質(zhì)量的重要關系時，F(xiàn)rost和K

50、umar利用SERVQUAL量表，在一家航空公司和他們（空乘）的內(nèi)部顧客中，測量內(nèi)部供應商的感知服務質(zhì)量（支援人員，例如機艙清潔工和行李處理員）。他們發(fā)現(xiàn)，在SERVQUAL的五個要素中，內(nèi)部顧客認為最重要的要素是可靠性，反應能力和保證。關于采購的內(nèi)部服務質(zhì)量，Young和Varble（1997）采用的SERVQUAL量表來評估采購的內(nèi)部顧客的感知服務質(zhì)量，這項研究揭示了內(nèi)部服務質(zhì)量的相對重要性如下：按重要性，可靠性，反應能力，保證，同

51、情心和有形性。Finn（1996）發(fā)現(xiàn)，購買的顧客認為訂單處理要素是最重要的，接下來的排序時溫柔呵護，供應商的管理，沒有驚喜，知識和提供價值。</p><p>　　3、整體內(nèi)部服務質(zhì)量和滿意度。 關于顧客感知整體服務質(zhì)量和顧客滿意的關系，一些研究人員認為，在某些情況下，服務質(zhì)量和顧客滿意度沒有關系。例如，Parasuraman等（1985）已經(jīng)舉了幾個例子，如即使消費者對某一特定的服務滿意，他們也不認為這

52、些服務是高質(zhì)量的。與此相同，Storbacka（1994）也指出：“一個客戶即使在在一份問卷中回應某銀行的質(zhì)量很高，這也不意味著這個客戶使用銀行業(yè)務是滿意的。銀行貸款的利率可能過高，也可能由于其他的一些原因，不符合顧客的喜好，都是顧客不滿意的原因之一。處理這個問題的不同，其他研究者（Cronin和Taylor，1992；Oliver，1980）認為服務質(zhì)量會導致客戶滿意/不滿。然而，在質(zhì)量管理文獻上，，有一些關于兩個問題順序結(jié)構(gòu)的爭論，