Research On Assessment And Upgrade Of The Internal Service Quality In China

As to the service quality, the research has tended to focus on the external service quality to meet the external customer, rather than on the internal service quality. The basic assumption is that if everybody strives to provide their''internal customer''with better service, then the end customer will receive higher quality service. To date, many scholars have recognized the importance of the internal service quality and studied it.Based on the traditional model of the external service quality and foreign internal service quality scale,This paper by the methods of literature consulting, field investigation and comparative analysis, cues with the internal service quality as the main line, modifies and deletes some terms on the basis of Chinese unique cultural background and the modern times, and then establishes the internal service quality evaluation system and takes the specific measures to upgrade the internal service quality. Firstly, this paper, the internal service quality evaluation system as a starting point, constructs cultural atmosphere and the mechanism of training and education to reinforce the internal service quality awareness of the staffs. Then, this paper proposes the internal service guarantees system and pay system to ensure the implementation of the internal service quality. At last, the paper takes service recovery to reduce or completely eliminate internal service failures and achieve really the goal of evaluating the internal service quality.