The mediating role of internal marketing on the drivers of the service excellence performance

Assessing the performance of the service is challenging, since the character of the service is unique, making it difficult to produce and measure, but the importance of service development in any sector is critical. Hence, this study assesses aspects related to conceptualisations and measurement mod...

Full description

Saved in:

Bibliographic Details
Main Author:	Hasfizani, Ariffin
Format:	Thesis
Language:	eng eng eng
Published:	2021
Subjects:	HF5549-5549.5 Personnel Management Employment
Online Access:	https://etd.uum.edu.my/8469/1/s901995_01.pdf https://etd.uum.edu.my/8469/2/s901995_02.pdf https://etd.uum.edu.my/8469/3/s901995%20references.docx
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.8469
record_format	uketd_dc
spelling	my-uum-etd.84692021-09-27T07:53:49Z The mediating role of internal marketing on the drivers of the service excellence performance 2021 Hasfizani, Ariffin Mohd. Mokhtar, Sany Sanuri Mohd Yusoff, Yusmani Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5549-5549.5 Personnel Management. Employment Assessing the performance of the service is challenging, since the character of the service is unique, making it difficult to produce and measure, but the importance of service development in any sector is critical. Hence, this study assesses aspects related to conceptualisations and measurement models on service excellence performance in higher education perspectives. In providing the world's leading high-quality educational hub, the Malaysian higher education sector must balance academic and non-academic performance. This thesis therefore analysed the drivers of the performance of service excellence to be implemented at Malaysian public universities within non-academic units/departments. The goal of this study is to fill the knowledge gaps in the implementation of the service excellence performance at Malaysian Public Universities. This research therefore proposed and analysed the service excellence performance model underpinned by the Resources Advantage (R-A) Theory. This study proposed Managerial Competency, Productive Service Employee and Technology Innovation as the Service Excellence Drivers with Internal Marketing served as the intervening variable towards Service Excellence Performance as the dependent variable. The study involved two groups of respondents with a total of 490 administrators /managers and internal clients at the non-academic units/departments of nineteen Malaysian public universities. This study employed quantitative approach with closed-ended questionnaires. The results indicated that the productive service employee contributed greatly to the performance of service excellence in the nonacademic departments in the Malaysian public universities. The results of the study contributed theoretically, methodologically and practically to the implementation of the service excellence performance to literature, practitioners at Malaysian public universities, the Malaysian higher education industry and future researchers in a related field of study. 2021 Thesis https://etd.uum.edu.my/8469/ https://etd.uum.edu.my/8469/1/s901995_01.pdf text eng 2024-01-01 staffonly https://etd.uum.edu.my/8469/2/s901995_02.pdf text eng public https://etd.uum.edu.my/8469/3/s901995%20references.docx text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Mohd. Mokhtar, Sany Sanuri Mohd Yusoff, Yusmani
topic	HF5549-5549.5 Personnel Management Employment
spellingShingle	HF5549-5549.5 Personnel Management Employment Hasfizani, Ariffin The mediating role of internal marketing on the drivers of the service excellence performance
description	Assessing the performance of the service is challenging, since the character of the service is unique, making it difficult to produce and measure, but the importance of service development in any sector is critical. Hence, this study assesses aspects related to conceptualisations and measurement models on service excellence performance in higher education perspectives. In providing the world's leading high-quality educational hub, the Malaysian higher education sector must balance academic and non-academic performance. This thesis therefore analysed the drivers of the performance of service excellence to be implemented at Malaysian public universities within non-academic units/departments. The goal of this study is to fill the knowledge gaps in the implementation of the service excellence performance at Malaysian Public Universities. This research therefore proposed and analysed the service excellence performance model underpinned by the Resources Advantage (R-A) Theory. This study proposed Managerial Competency, Productive Service Employee and Technology Innovation as the Service Excellence Drivers with Internal Marketing served as the intervening variable towards Service Excellence Performance as the dependent variable. The study involved two groups of respondents with a total of 490 administrators /managers and internal clients at the non-academic units/departments of nineteen Malaysian public universities. This study employed quantitative approach with closed-ended questionnaires. The results indicated that the productive service employee contributed greatly to the performance of service excellence in the nonacademic departments in the Malaysian public universities. The results of the study contributed theoretically, methodologically and practically to the implementation of the service excellence performance to literature, practitioners at Malaysian public universities, the Malaysian higher education industry and future researchers in a related field of study.
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Hasfizani, Ariffin
author_facet	Hasfizani, Ariffin
author_sort	Hasfizani, Ariffin
title	The mediating role of internal marketing on the drivers of the service excellence performance
title_short	The mediating role of internal marketing on the drivers of the service excellence performance
title_full	The mediating role of internal marketing on the drivers of the service excellence performance
title_fullStr	The mediating role of internal marketing on the drivers of the service excellence performance
title_full_unstemmed	The mediating role of internal marketing on the drivers of the service excellence performance
title_sort	mediating role of internal marketing on the drivers of the service excellence performance
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2021
url	https://etd.uum.edu.my/8469/1/s901995_01.pdf https://etd.uum.edu.my/8469/2/s901995_02.pdf https://etd.uum.edu.my/8469/3/s901995%20references.docx
_version_	1747828399664005120

The mediating role of internal marketing on the drivers of the service excellence performance

Similar Items