Abstract
Current measures of internal service quality (SQ) do not adequately capture internal customers' perceptions of SQ provided by human resource (HR) Shared Services Organizations (HRSSOs). In order to gain a better understanding of the construct and its ability to predict important internal service outcomes, namely customer value (CV), satisfaction (SAT) and behavioral intentions (BI), this paper outlines a conceptual model of internal customer perceptions of SQ provided by HRSSOs.
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