A Conceptual Model for Measuring the Service Quality of HR Shared Services Organizations
Abstract
Current measures of internal service quality (SQ) do not adequately capture internal customers' perceptions of SQ provided
by human resource (HR) shared service organizations (HRSSOs). In order to gain a better understanding of the construct and
its ability to predict important internal service outcomes, namely customer value (CV), satisfaction (SAT) and behavioral
intentions (BI), this paper outlines a conceptual model of internal customer perceptions of SQ provided by HRSSOs. The
model is based on a wide body of marketing and IS literature as well as qualitative pre-studies. Thus, a multidimensional,
hierarchical scale for measuring HRSSO service quality is proposed. The scale is embedded in a structural model for the
internal HRSSO context and simultaneously considers the relevant relationships between the aforementioned key constructs.
Furthermore, the development process of the survey instrument is presented together with the validation procedure that will
use data collected from a multiple-industry study.