內部服務品質的管理與測量是一個特殊的議題。人力資源主管和工作者要改進內部服務的品質，必須瞭解他們的顧客對內務服務的態度。這個研究經由內部顧客的看法去評估人力資源的服務，文獻的探討包含內部行銷、人力資源部門的角色和功能、服務品質的概念和測量工具，以及人力資源管理的組織績效。
研究發現，主管們對人力資源部門所期望的服務因素為：創新、週延、解決問題、可靠性、積極性、結構與控制、實體資源以及專業能力，共八項因素。「週延」和「專業能力」是主管們認為在八個變項中最重要的二個變項，也是主管們認為與他們心目中所期望的情況差距最多的二項，他們對於人力資源部門在「可靠性」方面，皆有較高且一致的評價。「結構與控制」和「可靠性」對組織的績效有很重大的影響力。人力資源部門的內部服務品質對市場績效的關係會受管理績效的中介影響。本研究也發現，就二種服務品質模式對組織績效的意義而言，採用「直接績效評量模式」的內部服務品質對管理績效與市場績效的解釋能力皆優於「績效與期望差距模式」。

The management and measurement of internal service quality is a special issue. If managers and specialists of human resource want to improve their internal service quality, they must understand the internal service factors their customers consider important. This study assesses the human resource services quality through viewpoints of the internal customers. The literatures review includes the topics of internal marketing, the roles and functions of human resource department, the concepts and measurement tools of service quality, and evaluation of organizational performance induced by human resource management.
This study finds that managers expect the service quality factors are: innovation, completeness, problem solving, reliability, aggressiveness, structure and control, physical resources, and professional ability. From the results, we find the completeness and professional ability are the most important two factors to the managers investigated. They also indicate these two factors have the largest gap between the real and expected level. Most of the respondents think the reliability is good for their HR departments. Structure and control, and reliability of HR service have significant impacts on the organizational performance. The management performance has good mediating effects between the HR service quality and market performance of organizations. For the “Direct Evaluation Model” and the “Gap Model” of the internal service measurement, the first one has better forecasting power to both management and market performance.

目錄
第一章　緒論……………………………………………………………1
第一節 研究背景與動機……………………………………………………….. 1
第二節 研究目的……………………………………………………………….. 5
第三節 研究範圍與對象……………………………………………………….. 7
第二章　文獻探討………………………………………………………8
第一節 內部行銷……………………………………………………………….. 8
第二節 人力資源部門的角色與功能…………………………………………..13
第三節 內部服務品質…………………………………………………………..17
第四節　人力資源管理的組織績效……………………………………………..32
第三章　預備研究：個案訪談…………………………………………35
第一節　訪談研究的設計………………………………………………………..35
第二節 訪談的分析和詮釋……………………………………………………..40
第三節 個案訪談結果討論……………………………………………………..67
第四章　實證調查研究…………………………………..…………….70
第一節　研究設計………………………………………………………………..70
第二節　內部服務期望因子和品質之討論……………………………………..82
第三節　內部服務品質與組織績效之關係……………………………………..92
第四節　實證調查研究結果討論………………………………………………..99
第五章　結論與建議………………………………………….………103
第一節　研究結論………………………………………………..……………..103
第二節　研究建議………………………………………………………………104
參考文獻……………………………………………..…………..……107
附錄……………………………………………………………………116


表目錄
表2-1 內部行銷概念彙整表………..……………………………………………… 9
表2-2 行銷組合四要素與人力資源管理之對等要素……..………………………12
表2-3 人力資源管理活動範圍表………………..…………………………………16
表2-4 高度顧客化和員工介入的服務業採用SERVQUAL發現的服務品質構面..25
表2-5 人力資源系統組織績效的測量…..…………………………………………33
表2-6 人力資源系統構形組織績效的測量…..……………………………………34
表3-1 受訪個案基本資料…..………………………………………………………37
表3-2 人力資源部門內部服務品質衡量構面..……………………………………67
表4-1 樣本人口統計變項基本資料分析…..………………………………………73
表4-2 樣本描述性統計分析（一）……………………………………….………..74
表4-3 樣本描述性統計分析（二）………………………………………………...74
表4-4 抽樣適當性檢定與母群體存在共同因素檢定……..………………………76
表4-5 服務產出的期望因素分析…..………………………………………………77
表4-6 服務過程的期望因素分析…..………………………………………………78
表4-7 服務投入的期望因素分析…..………………………………………………79
表4-8 管理績效因素分析…..………………………………………………………80
表4-9 市場績效因素分析……..……………………………………………………80
表4-10 服務期望因素之描述統計分析………...…..……………..…….…………83
表4-11 服務期望因素變異數同質性檢定……….……….…..……………………84
表4-12 不同功能部門對「創新」的差異分析……………………………………..85
表4-13 不同功能部門對「週延」的差異分析……………………………………..85
表4-14 不同功能部門對「解決問題」的差異分析………………………………..85
表4-15 不同功能部門對「可靠性」的差異分析…………………………………..86
表4-16 不同功能部門對「積極性」的差異分析…………………………………..86
表4-17 不同功能部門對「結構與控制」的差異分析……………………………..86
表4-18 不同功能部門對「實體資源」的差異分析……....…………….…………..87
表4-19 「績效與期望差距模式」之內部服務品質描述統計分析.…..…….……..88
表4-20 「直接績效評量模式」之內部服務品質描述統計分析……………………88
表4-21 「績效與期望差距模式」之內部服務品質變異數同質性檢定…………..89
表4-22 不同功能主管對「績效與期望差距模式」之內部服務品質變異數分析..90
表4-23 「直接績效評量模式」之內部服務品質變異數同質性檢定……………..91
表4-24 不同功能主管對「直接績效評量模式」之內部服務品質變異數分析……91
表4-25 「績效與期望差距模式」的人力資源部門內部服務品質與組織績效之相關分析………………………………………………………………..……93
表4-26 「直接績效評量模式」的人力資源部門內部服務品質與組織績效之相關分析………………………………………………………………..………94
表4-27 內部服務品質對市場績效的逐步迴歸分析………………………………95
表4-28 內部服務品質對管理績效的逐步迴歸分析….……………..…………….97
表4-29 管理績效對市場績效的複迴歸分析………………..……………………..98
表4-30 內部服務品質和管理績效對市場績效的層級迴歸分析………....……....98
表4-31 內部服務期望因子之衡量構面和因素…………..………………………100


圖目錄
圖2-1 人力資源管理在建立具競爭力組織中扮演的角色……………………….14
圖2-2 服務品質績效與期望差距模式…………………………………………….18
圖2-3 服務品質評量模式演進圖………………………………………………….20
圖2-4 人力資源發展服務管理模型……………………………………………….30
圖3-1 傳統的組織效能衡量方式………………………………………………….39
圖3-2 觀念性研究架構…………………………………………………………….69
圖4-1 實證調查研究架構………………………………………………………….81

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