Servicequalität in internen und externen Kunden-Lieferanten-Beziehungen

In times of massive competition, companies have to rely on retaining their customers sustainably. Optimising service quality by establishing internal customer–supplier relationships represents an operations concept with which to achieve this goal. This book analyses ways of influencing internal and external service quality and customer satisfaction using different corporate factors. Based on an empirical study, it provides insights into the precise impact of a company’s organisational culture, employee–customer orientation and change management success factors. It also depicts the cause and effect relationships between these influential factors and service quality, and customer satisfaction and retention as key output variables, and derives practical implications from them.