A FACTOR ANALYSIS OF INTERNAL SERVICE CONSTRUCTS IN THE LODGING INDUSTRY: THE EMPLOY EEa FACTORS

Parasuraman, Zeithaml and Berry's Extended Model of Service Quality has received a great deal of attention in various disciplines. Nearly all the work on this model has addressed either the dimensionality of the consumer service perceptions or the way in which the model measures quality. Only one work has been identified that addressedthe internalcomponents of theirmodel. It is critical that organizations understand the internal factors that affect the delivery of a high quality service experience. This research subjects the intemalconstructs identifiedby Parasuraman, Zeithaml and Beny to a factor analysis study in the lodging industry. This research foundthat the employee factors didnot function asproposed. New factors are identified basedon exploratory factor analysis and a comparison of the two models ispresented. Key words: service, qualify, lodging industry, service models, internal factors