摘要：This study uses a hybrid scale to identify the factors contributing to internal and external service
quality at employer-employee interface in the SMEs of emerging economies like India. 144 shop
floor workers and executives working in different SMEs situated in northern India participated in
an interview schedule to rate the quality of services being offered to (and delivered by) the employees
in such units on 1-5 Likert scale. Application of factor analysis followed by Structural Equation
Modelling developed a model showing how organization’s HR practices influences employee service
quality which consequently leads to Satisfaction and Loyalty which are the established indicators
of competitive advantage for such firms. The model is empirically validated using model fit
indices and is found satisfactory. This paper thus proposes an empirical framework for the measurement
of employee service quality in a relatively less explored sector. This study finds support
for strengthening relationships with employees to achieve a culture of achievement in SMEs. The
two scales proposed in this study can be used as benchmarks by SME practitioners for evaluation
of services being offered to (and delivered by) their employees. The methodology used may be
applied in more such settings for evolving a generic and tailor-made scale.
关键词：Service Quality
SMEs
Internal;External customers
employees
Employer
EFA
CFA
SEM
Reliability
Validity
