The purpose of this study is to determine the relationships between a company’s internal service culture (ISC), the internal service quality (ISQ), employee satisfaction with the internal service quality, and the motivation for employees to reciprocate internal services, all within the cultural setting of Taiwan. The study’s findings show that within companies in Taiwan there are clear influential relationships between ISC and ISQ. Thus, a combination of cultural values and norms, good communication, tools and rewards and recognition help set a strong foundation on which internal service encounters are conducted to a greater extent with friendly attitudes, shared understanding and competence, while the quality of these internal service encounters in turn help strengthen the service culture within the company. Furthermore, the findings show that when single data is used from different departments, in this case the IT department there is direct relationship between ISQ and the Motivation to reciprocate the service within the Taiwanese context. For the overall study Satisfaction plays a more central role for internal customers and only when they feel a strong sense of Satisfaction with the overall Internal Service Quality, it motivates them to reciprocate the internal services to the service provider who provided the high level of ISQ to them.

The purpose of this study is to determine the relationships between a company’s internal service culture (ISC), the internal service quality (ISQ), employee satisfaction with the internal service quality, and the motivation for employees to reciprocate internal services, all within the cultural setting of Taiwan. The study’s findings show that within companies in Taiwan there are clear influential relationships between ISC and ISQ. Thus, a combination of cultural values and norms, good communication, tools and rewards and recognition help set a strong foundation on which internal service encounters are conducted to a greater extent with friendly attitudes, shared understanding and competence, while the quality of these internal service encounters in turn help strengthen the service culture within the company. Furthermore, the findings show that when single data is used from different departments, in this case the IT department there is direct relationship between ISQ and the Motivation to reciprocate the service within the Taiwanese context. For the overall study Satisfaction plays a more central role for internal customers and only when they feel a strong sense of Satisfaction with the overall Internal Service Quality, it motivates them to reciprocate the internal services to the service provider who provided the high level of ISQ to them.

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