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Service Operations Management

C/M/2298. An examination of Internal Service Quality at Virgin Atlantic airline

WORDS:
2550
DATE:
2011
PRICE:
29.99 GBP

This paper discusses the theory of Internal Service Quality (ISQ) in relation to the service profit model. The paper uses the Virgin Atlantic airline company as a case study, and the paper aims to assess the ISQ implantation at the organisation. The paper reviews a range of topics, some of which include employee satisfaction, employee retention, and customer satisfaction. An evaluation of the SERVQUAL, SERVPERF, and Kano models are provided, and the paper discusses the relationship between internal service quality and external customers.

 

KEYWORDS: Internal Service Quality, ISQ, service profit model, Virgin Atlantic airline, employee satisfaction, employee retention, customer satisfaction, SERVQUAL, SERVPERF, Kano model,

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