Advances in technology coupled with increasing labour costs have caused service firms to explore selfservice delivery options. Although some studies have focused on self-service and use of technology in service delivery, few have explored the role of service quality in consumer evaluation of...

Adopting an internal marketing approach, this paper attempts to provide a deeper understanding of the organisational commitment — service quality relationship in the service context. This is done by empirically testing the relationships that the three components of organisational commitment...

An inter‐disciplinary approach is adopted to provide a deeper understanding of the human resource‐service quality relationship. The paper tests the relationships organisational commitment and job satisfaction have with service quality of customer‐contact employees. Hypotheses are...