An often overlooked aspect of service delivery in business‐to‐business settings is the issue of service quality among internal organizational units. Yet, in practice many organizational departments are service providers primarily to customers within the organization. For example, management...

As conceptualizations of expectations in consumer evaluations continue to evolve, researchers have been exploring multiple levels of expectations in satisfaction and service quality evaluations. In 1993 Zeithaml, Berry and Parasuraman proposed that consumers use both desired and adequate...