%0 Journal Article
%T DOCTORAL DISSERTATION SUMMARY: Internal service quality in hotel industry ¨C conceptualization and measurement
%A Gjura£¿i£¿
%A Matina
%J -
%D 2019
%X Sa£¿etak The results of descriptive statistical analysis show that hotel employees gave relatively high grades to the perceived internal service quality. They gave slightly lower average grades to organizational citizenship behavior, whereas the lowest grades were given to the application of internal market orientation in the hotel. Correlation analysis was conducted with the goal of determining the relationship between the constructs of application and measurement of internal service quality in the hotel. Statistically significant relationship exists between internal service quality and internal market orientation (r=0,709), whereas the relationship between internal service quality and organizational citizenship behavior is weaker with the coefficient of r=0,457 and with the coefficient of r=0,355 between internal market orientation and organizational citizenship behavior. By applying the method of multiple regression the relationship between internal service quality and the concepts of internal market orientation and organizational citizenship behavior was confirmed. To show the possibility of statistically significant differences between the constructs regarding demographic characteristics, Kruskal Wallis and Mann Whitney U tests were used. The results of the analysis show that there are no statistically significant differences regarding: sex, age and the area of education, whereas marital status and the level of education of the hotel employees affect the rating of the ¡°internal service quality¡± concept. It is also necessary to point out that there are certain limitations to this research. This research, as most marketing research studies are, is conducted over a certain period of time, in this case at the peak of the tourist season, and the survey among the hotel employees during a longer period (pre-season and post-season) would contribute to a greater reliability of the results. A certain limitation is also the size of the sample and its structure, and to generalize the results better, the research should be conducted in other tourist destinations in Croatia as well. Furthermore, possible incomprehension of the questions might represent a possible weakness of the conducted research. Originality of the research Despite all that, the mentioned limitations do not diminish the contribution of the results in the theoretical, methodological and applicability sense. In the theoretical sense, determining key components for the internal service quality in the hospitality industry is scientifically founded. Extensive research on relevant scientific
%K internal service quality
%K internal marketing
%K internal marketing orientation
%K organizational citizenship behaviour
%K hospitality industry.
%U https://hrcak.srce.hr/index.php?show=clanak&id_clanak_jezik=321690