Fung, Chaktin; Sharma, Piyush; Wu, Zhan; Su, Yong - In: Journal of Services Marketing 31 (2017) 7, pp. 784-798
Purpose The purpose of this paper is to introduce a new conceptual model that incorporates internal service quality as … paper clarifies the relationships among service climate, internal service quality and employee performance, by showing that … internal service quality mediates the influence of service climate on employee performance. …