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首页> 外文期刊>International Journal of Services and Operations Management >An extension of internal service quality concept: lesson from the best low-cost carrier in the six regions of the world
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An extension of internal service quality concept: lesson from the best low-cost carrier in the six regions of the world

机译：内部服务质量概念的扩展：来自世界六个地区最好的低成本航空公司的教训

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摘要

The fundamental theory of internal service quality (ISQ) is measured based on a company's evaluation on the proper service delivery process. Existing concepts of ISQ is not sufficient in explaining the true nature and there is a need of rethinking to understand what and where ISQ is going currently. This study has two following objectives. First is to extend the concept and the model of ISQ. Second objective is to identify the dimensions of ISQ based on benchmarking study in low-cost carrier (LCC) industry. The extension concept of ISQ is done based on a systematic review of the existing literature. Besides, the present study also provides benchmarking results on top-two best LCC practices in the six regions of the world. The results of the study conclude that ISQ model creates awareness among employees about the importance of practicing excellence service at all times in an organisation.
机译：内部服务质量（ISQ）的基本理论是根据公司对正确的服务交付过程的评​​估来衡量的。 ISQ的现有概念不足以解释其真实性质，需要重新考虑以了解ISQ当前的发展方向和发展方向。这项研究有以下两个目标。首先是扩展ISQ的概念和模型。第二个目标是根据低成本航空公司（LCC）行业中的基准研究确定ISQ的范围。 ISQ的扩展概念是在对现有文献进行系统回顾的基础上完成的。此外，本研究还提供了世界六个地区前两个最佳LCC做法的基准测试结果。研究结果表明，ISQ模型使员工始终意识到在组织中始终实行卓越服务的重要性。

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