Research On The Relations Of Internal Service Quality Of Enterprise And Relationship Quality Of The Employee

Enterprise performance derives from good cooperative relationshipsof the staffs, and the good cooperative relationships of the staffs are basedon the service quality of the staffs. The internal service quality of theenterprise affects cooperative performance between employees, and theinternal quality of the relationship between customers also influences theexternal quality of customer services.At present, academic research on the quality of service was abundant,but research on internal service quality is still relatively scarce, alongwith the interrelationship between internal service quality andrelationship quality of the employees. This paper is based on theconcerned theory to research overviews which is about internal servicequality and the relationship quality from domestic and foreign scholars,defining the meaning of enterprise internal service quality andrelationship quality of the staffs, and also defined the dimensions ofenterprise internal service quality as empathy, responsiveness,competence and cooperativeness, along with trust, satisfaction, promiseas three dimensions for relationship quality of staffs. On the basis of thatwe built the theoretical model about internal service quality of theenterprise and relationship quality of the employees, proposing researchhypotheses. Through testing the theory model by structural equation model, verified the research hypotheses. The results show that the degreeof fitting of the theory model meet the demand. In the dimensions of theinternal service quality, except for the effect of responsiveness andcompetence to trust and competence to promise are insignificant, theeffect of empathy, responsiveness, competence and cooperativeness totrust, satisfaction and promise are positively significant. This paperanalyzed the verification results and come to a main conclusion. And putforward management measures respectively based on the verificationresults, aiming at the improvement of internal service quality of theenterprise and relationship quality of the staff.This paper attempts to solve the problem about how to improve thewhole performance from the internal management and provide some newmethods on cultivating developing internal competitive advantages tosome extent.