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Complexity of internal services: Scale development and validation

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  • Braun, Corina
  • Hadwich, Karsten

Abstract

Today, internal processes and procedures are often complex to manage and coordinate. Since these internal procedures and the resulting internal services have an essential impact on a firm's success, addressing the problem of growing complexity is important. Although scholars agree that complexity is a core feature in organizations, its impact on the internal service encounter remains largely unexplored. Since internal customers may face difficulties in judging complex internal services, they may experience lower satisfaction, which in turn negatively influences a firm's success. Hence, to ensure internal customer satisfaction, it is important to know how to maintain internal service complexity at a moderate and thus manageable level. Therefore, an instrument for measuring internal service complexity is developed and validated. Additionally, complexity benefits and costs are analyzed. Finally, a non-linear relationship between internal service complexity and internal customer satisfaction is established. Based on these results, a three-step complexity management process is proposed.

Suggested Citation

  • Braun, Corina & Hadwich, Karsten, 2016. "Complexity of internal services: Scale development and validation," Journal of Business Research, Elsevier, vol. 69(9), pages 3508-3522.
    • Handle: RePEc:eee:jbrese:v:69:y:2016:i:9:p:3508-3522
    DOI: 10.1016/j.jbusres.2016.01.035
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    2. Martín-Rojas, Rodrigo & García-Morales, Victor J. & Garrido-Moreno, Aurora & Salmador-Sánchez, Maria Paz, 2021. "Social Media Use and the Challenge of Complexity: Evidence from the Technology Sector," Journal of Business Research, Elsevier, vol. 129(C), pages 621-640.
    3. Erim Ergene & Bruce Skaggs & Inigo Echeveste, 2021. "Service production in high captivity service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 19-43, March.
    4. De Toni, Alberto F. & Pessot, Elena, 2021. "Investigating organisational learning to master project complexity: An embedded case study," Journal of Business Research, Elsevier, vol. 129(C), pages 541-554.
    5. Stefanini, Alessandro & Aloini, Davide & Gloor, Peter & Pochiero, Federica, 2021. "Patient satisfaction in emergency department: Unveiling complex interactions by wearable sensors," Journal of Business Research, Elsevier, vol. 129(C), pages 600-611.
    6. Galati, Francesco & Bigliardi, Barbara & Galati, Roberta & Petroni, Giorgio, 2021. "Managing structural inter-organizational tensions in complex product systems projects: Lessons from the Metis case," Journal of Business Research, Elsevier, vol. 129(C), pages 723-735.
    7. Molden, Lars Hovdan & Clausen, Tommy Hoyvarde, 2021. "Playing 3D chess, or how firms can thrive under complexity: The mediating role of innovation capabilities in the use of innovation input," Journal of Business Research, Elsevier, vol. 125(C), pages 1-13.

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