Abstract
Purpose
The purpose of this study is to understand whether the SERVQUAL tool could be applied to measure internal service quality in the Emergency Services and examine what internal customers of this sector view as essential elements of service quality.
Methodology
A qualitative approach, focus groups with 8 participants from police and ambulance services, was used to collect data as part of the research.
Findings
The findings of this primary research revealed that the concepts of service quality and the internal customer were not widely understood within this sector. The results also indicated that the current dimensions of service quality did capture the essential characteristics of internal service quality within the emergency services with assurance and empathy featuring heavily.
Practical Implications
The results indicate that an adapted version of SERVQUAL
with additional dimensions of ‘wellbeing; and ‘resourcing’ can be successfully utilised for measuring service quality in the emergency services.
Originality/ value
This work adds contribution to existing knowledge in Service
Quality research within the emergency services and will be of value to professionals and researchers in this field.
The purpose of this study is to understand whether the SERVQUAL tool could be applied to measure internal service quality in the Emergency Services and examine what internal customers of this sector view as essential elements of service quality.
Methodology
A qualitative approach, focus groups with 8 participants from police and ambulance services, was used to collect data as part of the research.
Findings
The findings of this primary research revealed that the concepts of service quality and the internal customer were not widely understood within this sector. The results also indicated that the current dimensions of service quality did capture the essential characteristics of internal service quality within the emergency services with assurance and empathy featuring heavily.
Practical Implications
The results indicate that an adapted version of SERVQUAL
with additional dimensions of ‘wellbeing; and ‘resourcing’ can be successfully utilised for measuring service quality in the emergency services.
Originality/ value
This work adds contribution to existing knowledge in Service
Quality research within the emergency services and will be of value to professionals and researchers in this field.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the 22nd Excellence in Services International Conference |
| Subtitle of host publication | Perotis College, Thessaloniki (Greece), 29 and 30 August 2019 |
| Place of Publication | Italy |
| Pages | 57-73 |
| Number of pages | 17 |
| Publication status | Published - 30 Sept 2019 |
| Event | The 22nd Excellence in Services International Conference - Perrotis College, Thessaloniki, Greece Duration: 29 Aug 2019 → 30 Aug 2019 http://sites.les.univr.it/eisic/wp-content/uploads/2019/01/Call-for-papers-EISIC-2019.pdf |
Conference
| Conference | The 22nd Excellence in Services International Conference |
|---|---|
| Country/Territory | Greece |
| City | Thessaloniki |
| Period | 29/08/19 → 30/08/19 |
| Internet address |
Keywords
- SERVQUAL
- Emergency services
- Service quality