Internal service quality within the different Chinese subcultures: a comparison between Taiwan, China, and Singapore

Don Jeng () and Sky Kuo

Service Business, 2012, vol. 6, issue 4, 425-458

Abstract: Previous research has determined the different internal service quality (ISQ) characteristics in the East and the West; however, the differences within Chinese subcultures still remain unknown. The objective of this study is thus to determine whether the importance level of ISQ factors and attributes is similar within the different Chinese subcultures. The empirical results show there are significant differences between Taiwan, China, and Singapore in the purchasing function of the manufacturing industry. Internal service providers should thus be able to use the results of this research to improve the service quality they direct towards their customers. This study also offers recommendations for managers to increase the levels of ISQ in Chinese businesses. Copyright Springer-Verlag 2012

Keywords: Service operations; Internal service quality (ISQ); Cultural context; Chinese subcultures; Chinese business (search for similar items in EconPapers)
Date: 2012
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DOI: 10.1007/s11628-012-0154-x

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