품질경영학회지 (Journal of Korean Society for Quality Management)

  • 제34권2호
  • /
  • Pages.77-97
  • /
  • 2006
  • /
  • 1229-1889(pISSN)
  • /
  • 2287-9005(eISSN)
한국품질경영학회 (Korean Society for Quality Management)
권호 표지

내부서비스품질 측정 도구의 신뢰성 및 타당성 분석

Replication of Internal Service Quality Battery : The Assessment of Its Reliability and Validity

  • Kang, Gi-Du (School of Business Administration, Soongsil University)
  • 발행 : 2006.06.30
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

Internal marketing has been suggested as the approach for service organizations to be service-and customer-oriented; and the issues of internal service quality has been one of topics widely discussed in the internal marketing literature. While previous studies have attempted to develop the instrument assessing the internal service quality, ISQB(internal service Quality battery) developed by Kang et al.(2002), compared to other instruments have received some attention given its rigorous approach to measure the internal service quality. However, it has been noted that the validity of ISQB does not appear to be thoroughly examined while the reliability of the instrument seems to be secured. The current study attempts to readdress the psychometric properties of ISQB through the replication of the instrument. The empirical testing including confirmatory factor analysis and correlational analyses show that the instrument is reliable and valid in terms of its discriminant and nomological validity.

키워드

참고문헌

  1. Aaker, D. A., Kumar, V., and Day, G. S. (1998), Marketing Research, New York: John Wiley & Sons
  2. Ahmed, P. K., Rafiq, M., and Saad, N. M. (2003), 'Internal marketing and the mediating role of organizational competencies', European Journal of Marketing, Vol. 37, No. 9, pp. 1221-1241 https://doi.org/10.1108/03090560310486960
  3. Anderson, J. and Gerbing, D.(1988). 'Structural equation modeling in practice: A review and recommended two step approach', Psychological Bulletin, Vol. 103 (May), pp. 411-423 https://doi.org/10.1037/0033-2909.103.3.411
  4. Bagozzi, R. O.(1981), 'Attitudes, intentions, and behavior: A test of some key hypothesis', Journal of Personality and Social Psychology, Vol. 41, pp. 607-627 https://doi.org/10.1037/0022-3514.41.4.607
  5. Bagozzi, R. P. and Heatherton, F.(1994), 'A general approach to representing multifaceted personality constructs: Application to state self-esteem', Structural Eqauation Modeling, Vol. 1, No. 1, pp. 35-67 https://doi.org/10.1080/10705519409539961
  6. Bagozzi, R. P. and Yi, Y. J.(1988), 'On the evaluation of structural equation models', Journal of the Academy of Marketing Science, Vol. 16(Spring), pp. 74-94 https://doi.org/10.1007/BF02723327
  7. Ballantyne, D.(1997), 'Internal networks for internal marketing', Journal of Marketing Management, Vol. 13, pp. 343-366 https://doi.org/10.1080/0267257X.1997.9964479
  8. Barrett, C.(1994), 'Co-workers are customers too', Sales and Marketing Management, July, pp. 31-32
  9. Bearden, W. O., Sharama, S., and Teel, J. E.(1982), 'Sample size effects upon chisquare and other statistics used in evaluating causal models', Journal of Marketing Research, Vol. 19(November), pp, 425-430 https://doi.org/10.2307/3151716
  10. Berry, L. L.(1981), 'The employee as customer', Journal of Retail Banking, Vol. 3(March), pp. 25-28
  11. Berry, L. L.(1984), 'Services marketing is different', In Services Marketing, Lovelock C.H., Prentice-Hall
  12. Berry, L. L. and Parasuraman, P. A.(1991), Marketing for services: Competing through quality, The Free Press, New York, NY
  13. Booms, B. H. and Bitner, M. J.(1981), 'Marketing strategies and organizational structures for service firms', In Donnelly J.H., George, W.R., eds, Marketing of Services, Chicago: American Marketing Association, pp. 47-51
  14. Brady, M. K., and Cronin, J. J. Jr.(2001), 'Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach', Journal of Marketing, Vol. 65 (July), pp. 34-49 https://doi.org/10.1509/jmkg.65.3.34.18334
  15. Brooks R. F., Lings, I. N., and Botschen, M. A.(1999), 'Internal marekting and customer driven wavefronts', The Service Industries Journal, Vol. 19, No. 4, pp. 49-67 https://doi.org/10.1080/02642069900000044
  16. Brown, S. P. and Peterson, R. A.(1993), 'Antecedents and consequences of salesperson job satisfaction: Meta-Analysis and assessment of causal effects', Journal of Marketing Research, Vol. 30(February), pp. 63-77 https://doi.org/10.2307/3172514
  17. Bruhn, M.(2003), 'Internal service barometers : Conceptualization and empirical results of a pilot study in Switzerland', European Journal of Marketing, Vol. 37, No. 9, pp. 1187-1206 https://doi.org/10.1108/03090560310486942
  18. Campbell, D. T. and Fisk, D. W.(1959), 'Convergent and discriminant validation by the multimvariate-multimethod matrices', Psychological Bulletin, Vol. 56, No. 3, pp. 100-122
  19. Chaston, I.(1994), 'Internal customer management an services gaps within the UK manufacturing sector', International Journal of Operations and Production, Vol. 14, No. 9, pp. 45-56 https://doi.org/10.1108/01443579410066758
  20. Cronbach, L. J. and Meehl, P. E.(1955), Construct validity in psychological tests, Psychological Bulletin, Vol. 74, pp, 68-80 https://doi.org/10.1037/h0029382
  21. Dabholkar, P. A., Thorpe, D. I., and Rentz, J. O.(1996), 'A measure of service quality for retail stores: Scale development and validation', Journal of the Academy of Marketing Science, Vol. 24, No. 1, pp, 3-16 https://doi.org/10.1007/BF02893933
  22. Davis, T. R. V.(1991), 'Internal service operations : Strategies for increasing their effectiveness and controlling their cost', Organizational Dynamics, Vol. 20, No. 2, pp. 5-22
  23. Denton, D. K.(1990), Customer focused management, HR Magazine, Aug., pp, 62-67
  24. Donovan, D. T., Brown, T. J., and Mowen, J. C.(2004), 'Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors', Journal of Marketing, Vol. 68(January), pp. 128-146 https://doi.org/10.1509/jmkg.68.1.128.24034
  25. Dubinsky, A. J, Ingram, T. N., and Bellenger, D.(1986), 'Salesforce socialization', Journal of Marketing, Vol. 50(October), pp. 192-207 https://doi.org/10.2307/1251295
  26. Edvardsson, B., Larsson, G., and Setterlind, . S.(1997), 'Internal service quality and the psychological work environment: An empirical analysis of conceptual interrelatedness', Service Industries Journal, Vol. 17, No. 2, pp. 252, 263
  27. Foreman, S. and Money, A.(1995), 'Internal marketing : Concepts, measurement and application', Journal of Marketing Management, Vol. 11, No. 8, pp. 755-768 https://doi.org/10.1080/0267257X.1995.9964388
  28. Fornell, C. and Larker, D. F.(1981). 'Evaluating structural equation models with unobservable and measurement error', Journal of Marketing Research, Vol. 18(February), pp. 39-80 https://doi.org/10.2307/3151312
  29. George, W. R.(1977), 'The retailing of services : A challenging future', Journal of Retailing, Vol. 53, No.3, pp. 85-98
  30. George, W. R.(1990), 'Internal marketing and organizational behavior : A partnership in developing customer-conscious employees at every level', Journal of Business Research, Vol. 20(January), p. 63-70 https://doi.org/10.1016/0148-2963(90)90043-D
  31. Geroge, W. Rand Gronroos, C.(1989), 'Developing customer-conscious employees at every level-Internal marketing', In Congram, C. A, and Friedman, M. L. (Eds.), Handbook of Services Marketing, AMACOM, New York, NY
  32. Gremler, D. D., Bitner, M. J., and Evans, K. R.(1994), 'The internal service encounter', International Journal of Service Industry Management, Vol. 5, No. 1, pp. 64-76 https://doi.org/10.1108/09564239410051911
  33. Gronroos, C.(1981), 'Internal marketing: An integral part of marketing theory', in American Marketing Association's Services Conference Proceeding, pp. 236-238
  34. Gummesson, E.(1987), 'Using internal marketing to create a new culture : The case of Ericsson quality', Journal of Business Industry Marketing, Vol. 2, No.3, pp, 23-28 https://doi.org/10.1108/eb006032
  35. Gummesson, E.(1994), 'Making relationship marketing operational', International Journal of Service Industry Management, Vol. 5, No. 5, pp. 5-20
  36. Hair, J., Anderson, R., Tatham, R., and Black, W.(1998), Multivariate Data Analysis: with readings(5th ed.), New Jersey: Prentice-Hall
  37. Hart, C. W. L.(1995), 'The power of internal guarantees', Harvard Business Review; January-February, pp. 64-73
  38. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., and Schlesinger, L. A.(1994), 'Putting the service-profit chain to work', Harvard Business Review, March/April, pp. 164-172
  39. Hoffman, K. D. and Ingram, T. N.(1992), 'Service provider job satisfaction and customer-oriented performance', Journal of Services Marketing, Vol. 6, No. 2, pp. 68-78 https://doi.org/10.1108/08876049210035872
  40. Joreskog, K. G.(1971), 'Statistical analysis of sets of congeneric tests', Psychometrika, 43, pp. 443-447
  41. Joreskog, K. G. and Sorbom, D.(1993), LISREL8: Structural Equation Modeling with the SIMPLIS Command Language, Scientific Software, Maple, IN
  42. Kang, G. D., James, J., and Alexandris, K. (2002), 'Measurement of Internal Service Quality: Application of the SERVQUAL battery to Internal Service Quality', Managing Service Quality, Vol. 12, No. 5, pp. 278-291 https://doi.org/10.1108/09604520210442065
  43. Kelly, S. W.(1992), 'Developing customer orientation among service employees', Journal of the Academy of Marketing Science, Vol. 20(Winter), pp, 27-36 https://doi.org/10.1007/BF02723473
  44. Kotler, P.(1994), Marketing Management, englewood Cliffs, NJ : Prentice Hall
  45. Lings, I. N.(2004), 'Internal market orientation: Construct and consequences', Journal of Business Research, Vol. 57, pp. 405-413 https://doi.org/10.1016/S0148-2963(02)00274-6
  46. Lukas, B. A. and Maignan, I.(1996), 'Striving for quality : The key role of internal and external customers', Journal of Market Focused Management, Vol. 1, pp. 175-197 https://doi.org/10.1007/BF00128689
  47. Lings, I. N. and Brooks, R. F.(1998), 'Implementing and measuring effectiveness of intrnal marketing', Journal of Marketing Management, Vol. 14, pp. 325-351 https://doi.org/10.1362/026725798784959426
  48. Martin, R. A.(1992), 'Creating and maintaining service culture', International Journal of Quality and Reliability Management, Vol. 9, No. 1, pp. 9-19
  49. McDonald, R. P.(1999), Test Theory, Lawrence Erlbaum Associates, Inc., Mahwah, NJ
  50. Mowday, R. T., Steers, R. M., and Porter, L. W.(1979), 'The measurement of organizational commitment', Journal of Vocational Behavior, Vol. 14(April), pp. 224-247(15-items) https://doi.org/10.1016/0001-8791(79)90072-1
  51. Nagel, P. and Cilliers, W.(1990), 'Customer satisfaction : A comprehensive approach', International Journal of Physical Distribution and Logistics Management, Vol. 20, No. 6, pp. 2-46 https://doi.org/10.1108/EUM0000000000366
  52. Parasuraman, A., Zeithaml, V. A. and Berry, L. L.(1985), 'A Conceptual Model of Service Quality and Its Implications for Future Research', Journal of Marketing, Vol. 49(Fall), pp. 41-50
  53. Parasuraman, A., Zeithaml, V. A., and Berry, L. L.(1988), 'SERVQUAL : A multiple item scale for measuring customer perceptions of service quality', Journal of Retailing, Vol. 64, pp. 12-40
  54. Pettijohn, C. E., Pettijohn, L. S., and Taylor, A. J.(2002), 'The influence of salesperson skill, motivation, and training on the practice of customer-oriented selling', Psychology & Marketing, Vol. 19(September), pp. 743-757 https://doi.org/10.1002/mar.10033
  55. Piercy, N. F.(1995), 'Customer satisfaction and the internal market: Marketing our customers to our employees', Journal of Marketing Practice: Applied Marketing Science, Vol. 1, No. 1, pp. 22-44 https://doi.org/10.1108/EUM0000000003878
  56. Piercy, N. F. and Morgan, N. A.(1990), 'Internal marketing: Making marketing happen', Marketing Intelligence Planning, Vol. 8, No. 1, pp. 4-6
  57. Rafiq, M. and Ahmed, P. K.(1993), 'The scope of internal marketing : Defining the boundary between marketing and human resource management', Journal of Marketing Management, Vol. 9, No. 3, pp. 219-232 https://doi.org/10.1080/0267257X.1993.9964234
  58. Rafiq, M. and Ahmed, P. K.(2000), 'Advances in the internal marketing concept: Definition, synthesis, and extension', Journal of Services Marketing, Vol. 14, No. 6, pp. 449-462 https://doi.org/10.1108/08876040010347589
  59. Reynoso, J. and Moore, B.(1995), 'Towards the measurement of internal service quality', International Journal of Service Industry Management, Vol. 6, No. 3, pp. 64-83
  60. Ruekert, R. W. and Walker, O. C.(1987), 'Marketing's interaction with other functional units : A conceptual framework and empirical evidence', Journal of Marketing, Vol. 51, No. 1, pp. 1-19
  61. Sasser, W. E. and Arbeit, S. P.(1976), 'Selling jobs in the service sector', Business Horizons, June, pp. 61-65
  62. Saxe, R. and Weitz, B. A.(1982), 'The SOCO scale : A measure of the customer orientation of salespeople', Journal of Marketing Research, Vol. 19(August), pp. 343-351 https://doi.org/10.2307/3151568
  63. Shostack, G. L.(1987), 'Service positioning through structural change', Journal of Marketing, Vol. 51 (January), pp. 34-43 https://doi.org/10.2307/1251142
  64. Stauss, B.(1995), 'Internal services: Classification and quality management', Journal of Service Industry Management, Vol. 6, No. 2, pp. 62-78 https://doi.org/10.1108/09564239510146915
  65. Strahan, R. and Gerbasi, K. C.(1972), 'Short, homogeneous versions of the Marlow-Crowne Social Desirability Scale', Journal of Clinical Psychology, Vol. 28, pp. 191-193 https://doi.org/10.1002/1097-4679(197204)28:2<191::AID-JCLP2270280220>3.0.CO;2-G
  66. Vandermerwe, S. and Gilbert, D.(1989), 'Making internal services market driven', Business Horizons, Vol. 32, No. 6, pp. 83-99
  67. Varey, R. and Lewis, B.(1999), 'A broadened conception of internal marketing', European Journal of Marketing, Vol. 33, No. 9/10, pp. 926-944 https://doi.org/10.1108/03090569910285869
  68. Viswanathan, M.(2005), Measurement error and research design, Sage Publications, Thousand Oaks, CA
  69. Young, J. A. and Varble, D. L.(1997), 'Purchasing's performance as seen by its internal Customers : A study in a service organization', International Journal of Purchasing and Materials Management, Vol. 33, No. 3, pp. 36-41
  70. Zeithaml, V. A., Parasuraman, P. A., and Berry, L. L.(1990), Delivering Quality Service, The Free Press, New York, NY