Jia, Ronnie; Reich, Blaize Horner; Jia, Heather H. - In: International Journal of Quality and Service Sciences 8 (2016) 4, pp. 462-477
Purpose This study aims to extend service climate research from its existing focus on routine service for external clients into a knowledge-intensive, internal (KII) service setting. This extension was important because internal knowledge workers may operate from a monopolistic perspective and...