Internal service quality
Cooperation in its most beautiful form
Every company’s organisation is based on the division of labour. That’s why reliability, expertise and service orientation of internal service providers are central conditions for smooth business transactions – from human resources to IT support. Problems due to friction, which lead to defects in quality, inefficiency and frustration, can arise where these conditions are not fulfilled. On top of all this, there’s the division of roles of having to be a colleague and service provider at the same time. This situation regularly leads to the service recipient never openly declaring or clearly addressing expectations or criticism.
We recommend taking a hybrid research approach that combines quantitative and qualitative procedures to meet this challenge: